<\/p>\n
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- The customer service rep (or CSR) is less concerned with the quantity of calls, and more focused on high touch engagement for customers. Again, the need for clear audio is paramount for this role.\u00a0 In addition to audio, there are opportunities for video to augment these engagements, particularly for interactions that would replace a face-to-face connection.<\/li>\n<\/ul>\n
<\/p>\n
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- The key need for a supervisor is mobility. With contact center work becoming more complex, supervisors are increasingly moving away from the command and control approach into a coaching and mentoring role.\u00a0 Moving around the office to engage with staff, assist them on queries, and being available for any escalation calls makes these interactions more powerful.<\/li>\n<\/ul>\n
<\/p>\n
- \n
- Social customer care members are predominantly handling digital interactions, but also using voice to collaborate with internal teams to resolve issues or answer questions. Mobility is key here with the quick timescales on digital channels driving a need for rapid response. Again, an emerging requirement for this team is video devices\u2014creating a quick visual response to a query sticks in people\u2019s minds as a great experience.<\/li>\n<\/ul>\n
<\/p>\n
Solutions for Every Role<\/h3>\n
Regardless of the employee\u2019s role, the role of voice and video in the contact center has increased in importance over last few years.\u00a0 Why? The easy interactions are now handled by digital or self-service channels, and it\u2019s only the more complex issues that are reaching employees. \u00a0Prospective recruits are now being reviewed for empathy, problem solving skills, and team collaboration. \u00a0When they have this right skill mix, they need the right tools to support them in successfully getting the job done.<\/p>\n
How do you know what the right device is to help these employees create great experiences?<\/p>\n
The right device can make a significant difference. \u00a0Putting the employee experience at the center, the device is the first three feet of their interaction path. \u00a0But you can\u2019t give same device to everyone\u2014purchasing decisions need to be informed by each individual\u2019s role.\u00a0 And that\u2019s where Poly can help.<\/p>\n
The newest member of our EncorePro family of professional headsets is the EncorePro 300<\/a>. Designed for all day comfort, this device provides voice optimization for incredible audio quality for agents and customer service reps. Unlike headsets tuned for office workers that may also be used for music playback, the Encore Pro line of headsets is specifically designed to clearly transmit the human voice (not music).\u00a0 That matters when you\u2019re trying to hear clearly.<\/p>\n
The EncorePro 300 is the ideal headset for organizations that are cost conscious but have not seen Poly as an accessible brand before.<\/p>\n
![\"\"](\"https:\/\/blogs.poly.com\/wp-content\/uploads\/2019\/12\/456-300x231.jpg\")
<\/p>\n(The Poly MDA 500QD audio processor bridging the gap between desk phones and softphones in a hybrid work environment)<\/h5>\n
Our newest audio processor The MDA500<\/a> helps agents and CSRs deliver great customer experience by enhancing the audio of the phone call\u2014no matter what type of phone is being used.\u00a0 Great audio, fewer mistakes, better experiences.\u00a0 With acoustic protection built-in to help safeguard employees.<\/p>\n
The MDA500 is the ideal solution for organizations moving their contact center to the cloud and want to retain that clear connection to the customer.<\/p>\n
These new additions round out portfolio of great devices\u2014wireless headsets such as the Savi, desktop cameras such as the EagleEye<\/a> mini, and SIP phones such as the VVX350<\/a>.<\/p>\n
- Social customer care members are predominantly handling digital interactions, but also using voice to collaborate with internal teams to resolve issues or answer questions. Mobility is key here with the quick timescales on digital channels driving a need for rapid response. Again, an emerging requirement for this team is video devices\u2014creating a quick visual response to a query sticks in people\u2019s minds as a great experience.<\/li>\n<\/ul>\n
- The key need for a supervisor is mobility. With contact center work becoming more complex, supervisors are increasingly moving away from the command and control approach into a coaching and mentoring role.\u00a0 Moving around the office to engage with staff, assist them on queries, and being available for any escalation calls makes these interactions more powerful.<\/li>\n<\/ul>\n