Choosing a headset for Zendesk Talk

18 Comments

  • Fernando Pimenta
    Comment actions Permalink

    Hi Laura,

    I tested many headsets to some call center companies. As you, I tested Logitech, Microsoft and Plantronics.

    After some tests and feedbacks from users, the big champion was the Plantronics (both wired and wireless).

    Plantronics 300 Series is designed for intense use. Good durability, design and clear sound.

    I have a Backwire C310 for my remote support. Very good performance.

    I don't know if you've done it, but about the environment noise reduction, note that you can cancel the input sound captured from internal Mic as below (System preferences > Sound > Input):

    Additionally, you can configure the output volume fro your Plantronics Headset:

    Well, this is my experience with headsets for a large support team.
    Good luck with your choices!

    3
  • Jose Virgilio Paras
    Comment actions Permalink

    This is interesting Laura, I hope we'll be able to find a unit for the Manila support team as well. I'll check and see what would be the people's choice :)

    0
  • Brad Harris
    Comment actions Permalink

    This is great Laura, thank you.

    We will be rolling out Zendesk Talk in the next couple weeks to 10-12 agents. I like the idea that we can use regular headphones with a microphone to facilitate calls and use the same units to test audio on our cameras/footage for troubleshooting with customers.  One of the options that I really liked were the Skullcandy Grind Wireless, though, they are bluetooth but have an AUX wired cable option as well.  I know in the Best Practices article, bluetooth is not recommended... BUT, have you or your teams had any personal experience with bluetooth headsets and whether or not if the cons do outweigh the pros...?

    0
  • Darwin Vasquez
    Comment actions Permalink

    @jose: Hi, Jose. I'm interested to know what unit have you found most favorable location-wise. Have you figured this out yet?

    0
  • Jose Virgilio Paras
    Comment actions Permalink

    @darwin, Sorry to get back very late. Honestly, we had some difficulty to find a good headphone to use. We did settle for Apple earpods, as from the feedback we got from our colleagues, quality is good and convenient for them as well. But the earpods has no fancy stuffs like noise cancelation. So calls are usually taken from meeting rooms. 

    0
  • Lars Ravnholdt Frederiksen
    Comment actions Permalink

    Hi,

    Is there any headsets on the market for PC's that supports the function where you can pick up the call from the headsets buttons ??

    // Lars

     

    1
  • Lisa Siragusa
    Comment actions Permalink

    I am interested to know if anyone has found a good corded USB headset that has inline controls (answer/end, volume, mute) where you have been able to sucessfully use all the buttons (especially answer/end)?

    0
  • Ksoehner
    Comment actions Permalink

    Our call center is not a continuous flow of calls to take and we are seeing agents miss calls. Does anyone use a solution that allows for a headset to be connected but allow easy toggle between audio to the headset vs audio to alternate speaker so the ring alert can be heard without the headset on?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Ksoehner,

    I'm not aware of a way to configure this other than adjusting your audio settings directly within your computer. There are various instructions on how to enable this online depending on your operating system (Mac/Windows).

    Hopefully, others can jump in here and offer up some alternative solutions if one exists.

    Cheers!

    0
  • Greg Montgomery
    Comment actions Permalink

    We have the same situation as Ksoehner - we don't take constant calls rather we take maybe 5 calls a day.  So people take off the headset and put it on the desk.  Has anyone found a headset that can ring out loud, so we hear the call coming in if we aren't wearing the headset?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Greg,

    Are these agents still working on their computer when they remove their headset? If so, by default Talk should have browser notifications enabled if you're using Firefox or Chrome. Would that help with notifying agents when they're not wearing their headset?

    Additionally, if agents aren't by their computer, they can set up agent forwarding so calls get directed to their desk phone or mobile device. See Setting up your browser or phone for calls for more information.

    Hope this helps!

    0
  • Sebastian Jensen
    Comment actions Permalink

    Hi guys

     

    Could someone confirm whether Jabra Engage 75 headset works with Zendesk Talk?

    Thank you in advance.

     

    Sebastian

    1
  • Anders Feijen
    Comment actions Permalink

    Hi Sebastian.

    Did you figure out how to use your headset? We're trying to use Jabra Engage 65, without success so far. We're currently not even getting a signal.

    Best regards!

    0
  • Sebastian Juul Jensen
    Comment actions Permalink

    Hi Anders

    Unfortunately not. We have chosen not to go with Talk, because of several issues, this one included. 

     

    Best regards!

    0
  • Anders Feijen
    Comment actions Permalink

    Hi Sebastian.

    I see, so I'm just curious - how are you handling all of your tickets? Are you using some other systems for calls and can you merge these somehow to the tickets in Zendesk?

    :-)

    0
  • Sebastian Juul Jensen
    Comment actions Permalink

    We are using a danish system called Firmafon. Works a charm with both Zendesk and shopify. Ann app exists in Zendesk, so tickets can be made on calls straight in zendesk. I do not know whether they offer their product in English though.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Thanks for taking the time to share this Sebastian!

    0
  • Anders Feijen
    Comment actions Permalink

    Hi Sebastian. Thanks for the tip, we're using another phone supplier so Firmafon isn't an option right now.

    Best regards!

    0

Please sign in to leave a comment.

Powered by Zendesk