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Special Report:

Communicat

A University of London study at N Homes found that equipping staff for-proft organisation with Jabra U headsets reduced call length by 50 taken to handle a call by 33%, lea productivity and better customer The use of headsets was welco for their clarity and ease of use: 84 could hear callers more clearly wit headset; and 95% of headset user found it easy to switch between unifed communications functions during calls compared to 43% of participants with handsets. With their hands free, headset

quickly utilise conference calls, instant messaging and shared desktops for collaboration with colleagues.

Nine out of 10 headset users said, if given the choice, they would not go back to using a handset. The University of London carried out its four-week study after Newport City Homes implemented the Microsoft Offce Communicator UC solution at its three sites inWales. Dr Max Blumberg of Goldsmith College, University of London who directed the study, said: “The two-wave panel investigation strongly suggests that UC-optimised headsets not only dramatically improve the user and customer experience, but also produce measurable productivity gains. In a service environment, the improved quality of customer interactions is likely

Speaking with a clear voice

Retail technology specialist Quail Digital is basing a new in-store communication system on a wireless DECT headset from Call Systems Technology. The Qdigital DECT headset offers HD audio for clear communications between supervisors and staff on the shop foor and operates in VOX, talk-lock and push-to-talk modes. As well as enabling real-time communications between staff, the headset can be used to hear pre-recorded digital voice messages sent by staff from wireless keypads at checkouts and other locations around a store. Independent ‘before and after’ tests in the US show that QDigital enables price checks to be completed 85% faster and helps cut stock losses by 25%. More than eight out of 10 (85%) store managers said the system improved customer service and 73% said it improved store security.The QDigital system comprises a base station, headsets for 12 people, a headset charger and messaging keypads.With optional repeaters, the system can cover 9,000 square metres.

0800 389 5642 www.call-systems.com

Headsets pr their worth Newport Cit

www.binfo.co.uk magazine 32

eadset comfort nd quality is key

Nigel Holland, Project nager for Sennheiser UK Ltd.

n considering the future of headset market it’s important ppreciate future business ortunities and adapt to those s while continuing to cater xisting markets. One of the est existing markets for headset ufacturers continues to be act centres.

or contact centre staff comfort will ys be a crucial factor. Many headsets become uncomfortable after a few s, but with the right ergonomic n you may well forget that you ven wearing a headset. The beneft ntact centre staff of high quality d and the elimination of external cannot be overstated. The resulting ovement in call intelligibility saves ble time and money by reducing age call duration whilst improving ustomer experience.

ennheiser have developed the CC y of corded headsets to meet the challenging demands of the contact centre. They are extremely robust, provide superb sound, ultra noise cancellation and are very comfortable to wear – perfect for the contact centre. A key future trend is the rapid increase in PC-based Internet telephony adoption by business driven by low cost calling, video conferencing and increasing workforce mobility.

Many businesses are in a state of transition using, or planning to use, both traditional hardphone and Internet Telephony on the desktop. They need a headset solution that supports both. Products like Sennheiser’s DW Wireless headset family offer the ideal solution by providing connectivity to both hardphone and the PC. Users simply switch between the two at the push of a button. This a future-proof investment extending all the cost and effciency benefts of wireless hands-free working to Internet Telephony.

Businesses can achieve a q their investment in unifed technology if they equip s

options optimised for use in open plan offces and noisy work environments. For ease of use, calls can be controlled directly from the headset with controls for adjusting the volume and answering, ending or muting calls.

to be as important as the reduction in call length and wrap time.”

Darren Lloyd, IS Manager at Newport City Homes, added: “Perhaps one of the most important fndings of this study is that 95% of participants said they were satisfed with their headset compared to just 54% who were satisfed with their previous handset. This statistic refects the ability of UC-optimised benefts to empower our staff to realise the full potential of the real-time communications and collaboration features of UC.”