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Products & Services Selection Guide
June 2002


A Collection Of Headsets

Below, the editors of Customer [email protected] Solutions' have compiled a comprehensive list of companies that manufacture and resell headsets and headset products. We invite our readers to take a moment to visit these companies' Web sites and familiarize themselves with the vast array of products and accessories these companies have to offer ' products designed to meet every need and budget.

For more headset information, readers may wish to read TMC' Labs' review feature, 'Head-To-Head Headsets' in the March 2002 issue of this magazine. The review can be viewed at http://www.tmcnet.com/cis/0302/0302lab2.htm.

Andrea Electronics
Dennis DelValle
[email protected]
Ph: 631-719-1988
Web: www.andreaelectronics.com
Manufacturer
Products: CS 900 Monaural, CS 950 Binaural

Call Center Depot
Jim Rembach
[email protected]
Ph: 336-288-8226
Web: www.callcenterdepot.com
Reseller

Call Center Products
[email protected]
Ph: 905-479-2929
Web: www.headset.com
Reseller

Call One, Inc.
[email protected]
Ph: 800-749-3169
Web: www.calloneonline.com
Reseller

Comfort Telecommunications, Inc.
Jon Minto
[email protected]
Ph: 941-945-3224
Web: www.comfortel.com
Manufacturer
Product: Smith Corona

CommuniTech
[email protected]
Ph: 888-795-7222
Web: www.communitech.com
Reseller

DanaCom, U.S.A.
[email protected]
Ph: 877-517-8765
Web: www.danacomusa.com
Manufacturer

Daycom Systems
Sales Dept.
[email protected]
Ph: 800-824-1661
Web: www.daycomsystems.com
Reseller

Dowumi Corporation
LaMar Hunt
[email protected]
Ph: 408-748-9825
Web: www.dowumi.com
Manufacturer
Product: EZ3000S headphones with F10 amp

GN Netcom, Inc.
Dorothy LaRosa
Ph: 800-826-4656, ext. 774
Web: www.gnnetcom.com
Manufacturer
Products: GN 2100 SoundTube, GN 2200 Omega, Ellipse, GN 9050, GN 9020 D, GN 8000-MPA, GN 8050-TCA, GN 8110-USB

Headsets.com, Inc.
[email protected]
Ph: 800-450-7686
Web: www.headsets.com
Reseller

JABRA Corporation
Sales Dept.
Ph: 800-327-2230
Web: www.jabra.com
Manufacturer

Koss Corporation
Ph: 800-872-5677
Web: www.koss.com
Manufacturer

Nady Systems, Inc.
[email protected]
Ph: 510-652-2411
Web: www.nadywireless.com
Manufacturer

Nortel Liberation
Ph: 800-466-7835
Web: www.nortelnetworks.com
Manufacturer

Plantronics
Joe McGrogan
[email protected]
Ph: 831-458-4457
Web: www.plantronics.com
Manufacturer
Product Name: DuoPro

Starkey Laboratories
Sales Dept.
[email protected]
Ph: 800-262-8611
Web: www.earborne.com
Manufacturer

VXI Corporation
Jeffrey Richard
[email protected]
Ph: 800-742-8588, ext. 238
Web: www.vxicorp.com
Manufacturer
Products: TuffSet Call Center Headset Systems, TalkPro Speech Recognition Headsets

[ Return To The June 2002 Table Of Contents ]


Ten Talking Points For  Headset Purchasing

By Plantronics

1) When making an investment such as headsets for your contact center, do some homework on the vendor whose product you are considering buying. Being an educated buyer is critical.

2) Determine your contact center's noise level so you can select the appropriate headsets. Investing in features that you may not need, or skimping on those you do, can leave you with headsets that don't function well in your particular call center environment.

3) Does the vendor of choice offer a full range of products? Comfortable agents are productive agents, and there are many headset styles to meet individual needs ' it's never a 'one size fits all' situation. To increase agent productivity and monitor customer satisfaction, choose a vendor that has a cordless option for coaches or supervisors to move freely from agent to agent.

4) Consider standardizing on one headset manufacturer and supplier. When developing a contact center, or looking to update your inventory, identify one solid supply chain that can meet all your needs. This will lower your transaction costs which can lower your overall cost of ownership.

5) Be thorough in considering inventory management. Where are you going to store and how do you keep track of your headset inventory? Identify a vendor that offers inventory management solutions.

6) Who will manage your headsets? Assign a specialist or office manager who can own the process and start to implement procedures. Having headset procedures and systems in place will save you time and money.

7) Think about how your headsets will be serviced post-sale. Make sure that you identify a headset supply chain that will provide you 24-hour support. Having headsets work around the clock is crucial. Without headsets, agents don't answer calls, and sales don't get made.

8) Remember that agents need training on how to use, care for and maintain headsets. Trained agents will protect your headset investment. Some vendors provide onsite training, computer-based training, training videos and interactive tutorials.

9) Analyze your headset expenses over a two-to-four year period, not just the up-front purchase price. The purchase price accounts for only half of the costs over time. Repairs, spare parts, shrink, mismanaged inventories and warranties comprise the remainder of the expenses. Identify all costs up front so you have a complete picture of your financial investment.

10) Consider if your manufacturer is continuing to invest R&D dollars in the contact center. The headset is the last link between agents and customers; it should provide superior sound quality, fit, comfort and stability, allowing agents to focus on calls and close sales ' not bother with inadequate headsets.

[ Return To The June 2002 Table Of Contents ]


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