“Heat Mapping” Noisy contact centres is reality with New Digital Headsets according to Holger Reisinger of Jabra
The humble contact centre headset is undergoing a radical transformation – from mere communications device to powerful source of data with the potential to transform the workplace.
Several months ago, we discussed the concept called heat mapping. The idea is to observe where employees typically congregate to determine whether the physical work environment is organized as efficiently as possible – and reconfigure the space if it isn’t.
Heat mapping is important because, ever since the walls came down and the office spaces opened up, organizations have struggled to make the workplace a productive environment.
They’ve tried everything – sound-absorbing materials, dedicated quiet areas, codes of conduct, even lots of leafy foliage. Despite their efforts, the open office space remains the place employees love to hate.
Help may finally be on the way – and from a relatively unlikely source: Contact Centre Headsets.
That’s right. Headsets. And I’m not just referring to noise-canceling features that erase the din of chatty co-workers and overworked printers. No, I’m talking about powerful intelligence that organizations can use to create a more productive, efficient and quiet work environment.
The Latest Digital Smart Device
Beneath their utilitarian exteriors, new-generation headsets are in fact digital smart devices, packed with sophisticated digitalization that enable them to capture a treasure trove of previously untapped data such as background sound levels.
With the growing pace with which phone conversations and virtual meetings are getting digitalized by UC solutions like Skype and Skype for Business, headsets have become powerful tools in the modern workplace. Their advanced microphone technology makes them the perfect instruments to gather data about the office sound-environment – far better than smartphones, in fact.
All this makes headsets the perfect weapon for taking on the two biggest time-wasters and frustrations in call-intensive environments – too much noise and too many interruptions, each of which was cited by 25 percent of workers as the top office-related gripe among workers in contact-centric workplaces.
Headsets enable us to take heat mapping to an entirely new level of precision. Rather than merely observing the office environment, we can use these devices to gather unbiased data about the workplace and, perhaps most important, capture detailed information about the intensity of background noises. And instead of striving to get rid of noise in the office (which is virtually impossible), we can gather and analyze data from each headset to construct a detailed map of noise hotspots and reconfigure the workspace to relocate those noisy areas or employees elsewhere.
A “Can’t Miss” Developer Opportunity
For businesses, headsets offer a golden opportunity to convert ordinary data into powerful insights – and then act on it to create a better work environment and deliver higher-quality customer service. Achieving this goal, however, requires developers to come in and help convert the data into new insights. Without this, the data remain just that: data points that serve nobody.
The opportunity is somewhat reminiscent of when smartphones burst onto the scene a decade ago. Knowing a great thing when they saw it, developers almost immediately began writing all kinds of cool, useful (and, yes, some not-so-useful) apps to broaden their appeal and harness the power within these devices. The results are evident today in the millions of news, weather, sports, shopping, travel and countless other apps packed into our smartphones.
If even a small fraction of developer community were to embrace the opportunity today’s digital headsets represent, organizations and workers stand to benefit tremendously. (So permit me to extend an offer: If you’re a developer who is interested in exploring the outstanding opportunity digital headsets represent, we’d welcome your input. Just head over to our developer forum and let’s get started!)
We can’t fully escape the noise and distractions inherent in today’s open office spaces. But the combination of digital headsets and some savvy developers looking for the next big opportunity offer the promise of at least some peace and quiet for today’s workers and organizations.
Holger Reisinger Jabra is Senior Vice President Large Enterprise Solutions at JABRA GN AUDIO A/S
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. Proudly part of the GN Group, we are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; and wireless headphones and earbuds that let consumers better enjoy calls, music, and media.
Jabra employs close to 1,100 people worldwide, and reported annual revenue of DKK 4bn in 2017. The GN Group, founded in 1869, operates in 100 countries and delivers innovation, reliability, and ease of use. Today, GN employs more than 5,500 people, and is Nasdaq Copenhagen listed.