Hi! I’m Laura, a member of Zendesk’s IT team, and I supply our Madison office with equipment. A large number of our support agents work here, so I have been searching for the perfect headset. With so many employees handling calls for several hours a day, it’s essential to have a reliable, long-lasting headset that works well with Zendesk.
Below is a breakdown of the headsets that we’ve tried over the last year and how they work for agents using Zendesk Voice.
This is the headset I order specifically for support agents. They are built well, and both the microphone and speakers sound amazing. I started purchasing these in the last few months, and the feedback from support agents who piloted their use was unanimously positive. We’ve rolled them out to the rest of the team as a result. The USB connector has easy volume controls on the cord, but what I love most about these is that you can remove the USB connector and use a 3.5mm connector instead, which is recommended for Zendesk Voice.
It is important to note that the 3.5mm connector is a combo jack, meaning it handles audio in and out. This is ideal for us because we use Apple computers, which have a single audio port, but many PCs have separate ports for audio in and out.
The only negative feedback I have received from agents for these is that it can be a bit tricky to hear the person you’re speaking with if the environment becomes really noisy.
These were our initial headset solution. While I no longer order them, a few agents in my office still swear by these because of the ear cups. They find them extremely comfortable, and comfort is important when you’re taking calls for hours on end! The fact that the cups rest on the skull is not only comfortable, but also serves to block some noise (though they are not noise-canceling). The sound quality is quite decent for the price point, which is very affordable. The microphone has a noise-canceling feature, which is great for louder environments. However, unlike the Plantronics headset above, this is manufactured for home and casual use. A full-time agent using this headset may find it doesn’t last very long. I have replaced quite a few of them.
A wireless solution might be fantastic, depending on the office! It can be great to help a customer and stretch your legs at the same time or step away from your desk briefly. The sound quality is fine, though it can be affected if the headset is beginning to fail. It comes with a USB RF receiver, which is necessary to facilitate the connection. The receiver uses the 2.4GHz band, so there is some potential for issues if the headset is used in an environment with heavy traffic or interference on that band. In my experience, they’ve been fine, though.
The downside with this headset is that the receiver is so small, it’s easily lost (despite having a socket for safekeeping in one of the ear cups). Logitech offers a pairing tool download on their website if you lose one but have a spare, though I personally have not had luck with it. There have been instances where the USB piece was lost and I had to replace the entire headset as a result.
Which headsets have you tried out? Have you found success with a particular setup? Share your experiences and questions in the comments!
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