customer

CustomerZone360 NEWS

CustomerZone360 Home

Jabra: We're More Than a Headset Company

By Paula Bernier July 05, 2016

Jabra is more than a headset company. If offers a higher level of service and aims to transform people’s lives with the power of sound.

“It’s kind of what separates us from the competitors,” said Karl Bateson, Jabra senior manager of marketing, pr, product placement and social media.

The company pays attention to how contact center agents are working and behaving, said Bateson, and helps address that with the appropriate solutions. For example, new open office concept workplaces make for a lot of noise and distractions, he added. Indeed, Jabra’s recent survey of 3,200 call center workers indicated that distraction and noise are the top challenges they face in doing their jobs. Helping address these problems is important, said Jabra, because call center agents are the front line in working with companies’ customers.

“Conversations on the phone are rare, yet are often a key moment when customers find that other methods have failed,” according to Jabra. “Yet for those responsible for those conversations, as many as 36 percent think there are too many interruptions from colleagues throughout the day, and on average 34 percent find noise levels in their working environment too distracting. These are rated far higher than factors such as number of calls per day or too few breaks between calls.”

Bateson added that customers want to get their questions resolved in one call, have friendly service and be able to talk to a human. If you use too much automation, he added, you spend the first few minutes with customers just calming them down because they’re so mad by the time they get to you.

Businesses spend 12 percent of their budgets on existing customers, according to Bateson. That’s a problem if they churn, of course. So Jabra is looking into whether that 12 percent is enough, he said, noting that the answer is probably no.




Edited by Alicia Young

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

Adding Accuracy to the Contact Center: Very NICE

By: Maurice Nagle    5/10/2019

The contact center requires precision and accuracy in its processes, but like a golfer taking an approach shot it's not always so easy to stick it clo…

Read More

On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

Read More

Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest    4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…

Read More

Top 4 Tips to Improve Customer Service Experience

By: Special Guest    4/11/2019

There's no denying how crucial the customer service experience is to business success. After all, as consumers ourselves, we often base our decisions …

Read More

The Future of CX: Personalized, Immersive Friendly and Very, Very Smart

By: Special Guest    4/10/2019

Customer Experience (CX) is becoming a great priority for Communications Services Providers (CSPs), also known by some as "telcos" and, earlier this m…

Read More