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

Changing the Corporate Culture with Cloud Computing

By: Special Guest    3/19/2019

All organisations have their unique corporate culture that helps it navigate the different organisational functions. Every aspect from decision making…

Read More

Recipients of the 2019 CUSTOMER Products of the Year Award Announced

By: TMC    3/19/2019

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2019 CUST…

Read More

Mavatar Technologies Joins Sharp Electronic To Bring mCart Shop-able Walls To The Masses

By: TMCnet Staff    3/14/2019

Omnichannel commerce company Mavatar joins electronics manufacturer Sharp's Strategic Technology Alliance Resource (STAR). Mavatar will use its flagsh…

Read More

Why Product Education Is Important When Training Sales People

By: Special Guest    3/11/2019

Sales can be equally challenging and rewarding for your team, but without the proper education on the company's products and services, your team will …

Read More

KMS vs CMS: What Are the Differences

By: Special Guest    3/6/2019

Every business today must place a great emphasis on constantly searching for an edge. The competition is so fast and broad that one moment's rest can …

Read More