The popularity of internet telephony, VOIP, unified
messaging and video conferencing have increased the demand of office headsets
to be used seamlessly between various communication devices. This changing
trend, toward the establishment of a unified communications framework in the
workplace, demands equipment that allows multi-functionalities across various
platforms.
Wired headsets were the first devices that were used and are
still popular in many contact centers and other office environments. They are
equipped with cables to ensure compatibility with desk phones. Over the years,
wireless office headsets have become popular and have witnessed massive
technological advancements. Innovations in Bluetooth and Digital Enhanced
Cordless Technology (DECT) have further reinforced the business case of using
wireless devices. These headsets work with multiple devices and are viable cost
effective measures. Additionally, they have a very good sound quality with
noise cancellation mechanism. However, there are variations when it comes to
styling of the headsets, like 'over the ear' and 'behind the neck' types.
Future of Office Headsets
In a contact center environment, office headsets have an
important role to play in increasing agent proficiency. The challenge lies in
enhancing design, wireless connectivity, technology, and multi functional
integration of headsets. Let's look at some of the main areas of change:
1. Design: Here room for improvement lies in the creation of
smaller and lightweight headsets which translate into user comfort. Without the
distractions of adjusting your headset on a constant basis, you can efficiently
deliver excellent customer service.
2. Technology & Innovation: Effective noise cancellation
and improving audio performance are key factors. Acoustic Shock Protection that
limits sudden bursts of "peak noise" is fast becoming a standard
requisite for effective contact center service delivery.
3. Wireless Connectivity: Expect to witness more
inter-functionality with phones and USB connections. Wideband audio
capabilities will integrate with IP telephony applications in various soft
phones.
4. End-user: The next generation of office headsets would
accommodate multiple agents to access and modify personalized settings and
volume control. The scope lies in providing digital protection against sudden
volume peaks and customizing it to user defined levels.







