Contact Centers Support Customers Through Hands-Free Mobility
1 Sep, 2007
By: Joe McGroganThe need for high-quality, efficient contact centers continues to grow as companies across all industries aim to differentiate themselves and establish brand loyalty through excellent customer care. But providing — and maintaining — premium levels of service is a daunting challenge as products become more complex, services increase and customer bases swell. Many contact centers are adopting new technologies for their floor supervisors and support staff that better enable them to provide great service, while enhancing business efficiencies.
A key technology advancement that contact centers are adopting is wireless communications. Of course, contact centers already understand the importance of hands-free communication: take a look on any floor and you’ll see contact professionals wearing headsets to accomplish supporting tasks while on a customer call. By going a step further and “cutting the cord” from the phone, contact centers are better able to support customers through hands-free mobility. For example, floor managers can support escalations better by working directly with agents — providing in-person counsel and simultaneously connect with the customer.
Designed for the Contact Center
The Plantronics SupraPlus® Wireless Professional Headset System is helping contact centers meet their business goals through improved productivity (human performance) and customer satisfaction. SupraPlus Wireless provides unmatched comfort and outstanding audio quality. Built on digitally encrypted DECT 6.0 technology, SupraPlus Wireless combines the clarity of traditional corded technology with the mobility of wireless, so conversations can continue up to 300 feet from a desk phone. Additionally, combined with the Plantronics HL10 lifter, the headset provides contact professionals with remote call answer/end capability.
Delivering a durable wireless solution that includes high-quality audio, comfort and secure communications, the Plantronics SupraPlus Wireless Headset System allows contact center professionals to better serve customers. Wireless capabilities allow contact center professionals to accomplish supporting tasks — searching a record, collaborating with colleagues in another area, etc. — without missing or interrupting a call. The SupraPlus Wireless headset is offered in many wearing styles, including the industry’s first binaural wireless, to accommodate various personal preferences and office environments.
Wireless communication is at the forefront in contact centers because of its ability to help contact professionals better meet customer needs and improve productivity.
