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Acoustic Intelligence - Don't Get Stressed

Contact Centre Together Home Equip for Succcess

Research shows that one in four call-centre agents report signs of voice stress, including creakiness, dry throats and failing to be heard.

At Plantronics, we’ve developed a three-level approach to address these symptoms. We call it acoustic intelligence.

  1. The right design
    Well-positioned noise-cancelling microphones in headsets mean agents don’t have to raise or strain their voices. Getting the environment right is important, too: using the space correctly in the contact centre can reduce noisy distractions.
  2. The right technology
    Good headsets can make speech more intelligible, and if they give their wearers freedom and mobility, agents can stand to put more power into their voices with less effort.
  3. The right conversation
    Speech-impact training can improve the effectiveness of communications over the phone.

In short, your agents’ voices can’t be taken for granted. Voice stress can affect your organisation’s ability to communicate productively with your customers, but with the right design, the right technology and the right conversation in place, you can reduce risk and improve results for agents and callers alike.

Download top tips on reducing voice stress

Read more Contact Center trends

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01793 842426

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