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October 30, 2009

Comfort, Performance, Main Factors to Consider When Selecting Contact Center Headsets

By Patrick Barnard, Group Managing Editor, TMCnet


When it comes to contact center headsets, comfort and performance are the two main overriding factors.

Comfort is critically important because contact center agents have to wear the headsets for hours at a time. Poorly designed ear cups and head-band pads can result in low-level pain, over time, resulting in “cranky” contact center agents who can’t wait to get out of that cube.

And, as we all know, cranky agents aren’t as good at satisfying customers.

Performance, in terms of audio clarity, is just as critical, because your agents need to understand exactly what your customers are saying. The fewer times your agents need to say “I’m sorry – can you repeat that?” the higher marks they’ll get for customer service. In addition, by investing in headphones that provide superior audio performance, you’ll be protecting your agent’s hearing, including protection against potentially damaging high decibel acoustic bursts.

The CC 520 is one of Sennheiser’s mid-level contact center headsets offering high performance at a reasonable price point. The over-the-head headset comes with an ultra noise cancelling microphone, which is great for canceling out ambient noise, and Sennheiser's exclusive ActiveGard protection technology, which protects against the aforementioned acoustic bursts.

This durable headset features self-adjusting ball-mounted speaker capsules, thus allowing them to fit perfectly on agent’s heads. Comfort pads in the headband distribute pressure on the top of the head to a greater surface area – and the ear caps are specially padded for remarkable comfort even during extended wearing time. The fact that it’s a binaural headset – meaning one speaker per ear – ensures maximum block out of background noise, increasing concentration and efficiency.

The CC 520 contact center headset also sports a 300 degree adjustable microphone boom which allows the microphone to be positioned exactly for optimal speech clarity. Teflon washer support increases positioning accuracy, stability and ensure optimal durability.

The CC 520 comes with a carry bag, three colored identification clips, leatherette ear pads, acoustic foam ear pads, a clothing clip; and a microphone windscreen. Available though authorized Sennheiser dealers.
 

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard



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