Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics, to dive into a topic often overlooked but absolutely mission-critical: audio quality in the contact center.
Too often, agents are unfairly blamed when customer conversations break down, but as Mitskog makes clear, the real culprit is outdated or inadequate tools.
This conversation uncovers why the headset on an agent’s head can make the difference between loyalty and lost business.
Clear communication is the bedrock of customer experience, yet many organizations underestimate just how much poor audio impacts both agents and customers.
In this candid interview, Mitskog explains why headsets and hardware should be seen as strategic assets – not just accessories.
Here’s what you’ll take away from the discussion:
- Why bad audio gets agents unfairly blamed for customer frustration, and how better tools can flip the narrative.
- How poor sound undermines trust and customer confidence, with real-world examples from healthcare scheduling.
- Why hardware innovation is just as critical as software and AI for delivering frictionless CX.
- How AI-powered headsets are transforming call centers, blocking background noise while enabling emotionally intelligent conversations.
This isn’t just theory; Thor demonstrates his own AI headset live, outdoors with traffic nearby, while delivering crystal-clear audio.
If you’ve ever dismissed hardware as “just a headset,” this conversation will change your mind.
