A contact center headset could make or break the service experience.
Nonetheless, just 12 percent of contact centers measure sound regularly to ensure that audio levels stay at an optimum level - according to a Jabra study.
Those who analyze the contact center’s audio in more detail will likely notice discrepancies between monaural and binaural headsets.
Depending on the nature of the contact center, either monaural or binaural headsets could help equip agents for maximum productivity.
In addition, they may ensure a healthy sound experience that doesn’t risk acoustic shock or fatigue.
What Is a Monaural Headset, and Who Is it for?
Monaural headsets only have one earpiece and mic, leaving the other ear free to listen to surrounding sounds/voices.
The monaural segment has a lot of variety – but wireless products are most common, enabling added mobility.
In-ear pieces for discretion and comfort are also standard - alongside accompanying docks that keep the device mounted.
Monaural headsets are helpful for most contact center settings. Agents can ask each other for help, step into a colleague’s call, and stay aware of the surrounding environment without taking off the headset.
As such, they may stay in tune with announcements, traffic spikes, and more.
What Is a Binaural Headset, and Who Is it for?
Binaural headsets have two earpieces and one mic, providing an immersive sound experience aided by passive noise cancellation.
Like its monaural counterparts, there are many binaural options, including in-ear, behind-the-neck, over-the-ear, wireless, and wired variants.