The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with State-of-the-Art Headsets


The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Theis Mørk of EPOS discusses state-of-the-art headset technology, the work-from-home (WFH) challenges that enhanced audio and communication solutions solve, along with key features, how to get the most out of the technology, and valuable advice on making a successful transition to a permanent WFH model.

Vice President, Product Management, Enterprise Solutions, EPOS


Q. What WFH challenge(s) do quality headsets solve?

The shift to remote work has highlighted several challenges for today’s contact centers. First and foremost is unexpected noise and disruption in an uncontrolled work environment. From noisy pets and kids to background chatter, poor audio can have a negative impact on agent productivity as well as the quality of the customer interactions, resulting in lower satisfaction scores and agent turnover. Today’s agents also need flexibility—they need tools that work with each individual’s user preferences and environments. With the right headset, contact center leaders can ensure their agents and supervisors are able to deliver better customer experiences and ultimately better business outcomes. Lastly is the need for security. With agents working remotely, audio security is an even bigger risk. Headsets with DECT technology and encryption will support higher security, regardless of where the user is working.

Key Features

For modern professionals working in contact centers, long hours on the phone and multitasking around the office and on the go is a daily reality. To ensure high-quality, natural-sounding communication, contact center agents need headsets that are robust and reliable. They also need audio solutions that improve efficiency and deliver an enhanced audio experience for both the speaker and the listener. Our IMPACT headset line does just that. The IMPACT MB Pro Series enables both user comfort and premium call clarity. This headset uses EPOS Voice™ for a natural listening experience and an ultra noise-canceling microphone for optimized speech. Meanwhile, users can also experience wireless freedom thanks to multi-point connectivity with two Bluetooth® devices connected simultaneously and up to 25 m/82 ft wireless range.

At EPOS, we also offer applications such as EPOS Connect. This free addition allows users to get all the latest firmware updates and gives them the opportunity to personalize audio settings—ensuring all work is done to the best of the user’s abilities.

Q. How does it add value for end customers?

Recent research has found that bad audio has significant repercussions—53% of decision-makers reported a loss in concentration and efficiency, 34% experienced frustration from asking for information to be repeated, and 23% reported the loss of a key piece of work or a deal. But with the right headset, users can overcome these issues and realize a range of benefits—from noise cancellation and easy deployment to flexible connectivity and personalization options. The right headset will enable users to filter out unwanted noise, enhance speech clarity, and offer optimal comfort and easy call-handling.

Q. Tips for getting the most out of this tool?

When it comes to making the most of headsets, business leaders need to choose those that offer disruption-free communications with best-in-class noise cancellation technologies. Headsets that offer these features and allow for ease of communication without compromise in a range of different environments will help organizations set up their contact center employees for success, regardless of where they are working.

Q. Advice for making a successful transition to a permanent WFH model?

For contact center leaders looking to permanently adopt either a full or hybrid work-from-home model, I recommend that they invest in the latest technologies and devices to optimize operational capabilities. With enhanced audio and communication solutions such as EPOS’ IMPACT headsets, contact center employees will feel more energized and confident so that they can deliver an improved customer experience.

Next up in the WFH tech series: Workforce Optimization