Partner Voices Discovering the Jabra Biz — a better way to connect with customers
By Insight Editor / 28 Aug 2021 / Topics: Devices
Call centers are often the number one means of communication between a business and its customers. That makes them key not only for client service, but a chief contributor to business reputation. When many customers think about the “feeling” of a brand, they think about how they felt when they last had to get in touch with the contact center. Poor, average or great? These differences matter hugely in today’s competitive world of business.
Yet creating a delightful customer experience means more than just providing the right answer to a question. It means tailoring communication to align with each caller’s needs and preferred way of relating, no matter where in the world they come from. Consistently, many customers would still rather talk to a live agent by voice for assistance than rely on another digital channel, such as chat. That puts pressure on agents to be adaptable, polite, clear and professional with a broad range of customers from a multitude of different backgrounds, each of whose needs are different.
The changing face of the call center — and work everywhere
The recent changes that have swept the world of work have not left call centers untouched. Before, call centers were exclusively found in centralized locations. But today, work-from-home call centers are sharply on the rise — they have been turned to by thousands of businesses across the world not only for personal safety considerations but also to serve customers better.
Today, instead of having all agents in a central office, remote call centers can employ agents across any number of locations, making for a more diverse customer service team able to serve customers more easily across different time zones. While work from home can be less stressful for some than centralized locations, domestic demands and the challenge of working alongside other work-from-home family members and with children present can make it hard to carve out a quiet, interruption-free work zone.
Overcoming the challenges of focus and productivity
Days are often frenetic, requiring agents to manage a handful of different tasks. When combined with resolution roadblocks, difficult customers, technical queries and suddenly escalating query volumes, the results can include stress, fatigue and even burnout.
The same of course holds true for any work role requiring lots of time interacting with customers telephonically. The less distraction, the better workers are able to focus, de-stress and provide customers with the personalized attention and calm, helpful service they expect.
A better way to talk
For these reasons, the Jabra Biz® range of noise-cancelling headphones was designed specifically to provide optimal comfort, durability and comprehensive background noise cancellation, enabling call center agents to work effectively in even the busiest environments. HD voice technology makes sure all parties can clearly understand one another. Plus, the specially designed “Air Shock” noise-cancelling microphone filters out sharp breathing sounds and popping noises often heard in conversations.
Day-long use can cause other headsets to rapidly wear out, making frequent replacements a costly necessity. Jabra Biz headsets are built to withstand the frenetic contact centre environment, with boom-arms that can be rotated 360 degrees with zero risk of breaking — their lightweight and unobtrusive design mean lowered agent fatigue and more productive calls. Plus, Jabra headsets work out of the box with over 10,000 traditional desk phones. They are future-proof and compatible with all softphone web clients and contact centre platforms from Cisco to Avaya to Genesys Cloud.
Providing excellent customer service starts with reliable technology that helps employees do their jobs more effectively and with a deeper focus. Jabra call headsets help streamline every customer agent interaction, no matter where the calls are taking place. Equip your call center workforce with the tools they need to do their jobs better and create more memorable customer interactions every time.
