Has anybody found headset quality to make a big difference in recognition/audio quality? Has anybody upgraded their equipment and seen a substantial increase? What type of equipment is everybody using?
We tested several headsets after implementing CallMiner. We found Sennhieser SC660 to be the best for us. There is a bit of price difference but this was best for noise cancelling for side by side agents as well as transcription. Hope this helps!
Tereasa Vukanovich Matthew Rossete
Can you please provide a comparison of models?
Collin Warren I know you have been experimenting with head phone replacements. Can you share your experiences.
We are still in the process of roll out, but we saw anywhere between a 5% to 50% category improvement in our customer service scorecard. I can tell who does and does not have cancelling headsets based on the audio, so I'm sure the reco has a tough time parsing out who is who sometimes.
I highly encourage buying a handful and see the difference. Just make sure if you are using quick disconnects, you are triple checking compatibility. Might have not known QDs had different styles...... Whoops!
Could you please provide some before/after headset model numbers for reference?
So, we are replacing headsets as the old ones need replaced rather than all at once, so my data is a slow trickle. I can give you one recent rep that is representative of our experience thus far. We have three categories that I knew a rep was doing 100% of the time, but our recording methods were missing.
This was over two weeks before and after. These categories occur at the beginning of our calls, which has always been the hardest to accurately detect given some technical issues and how calls generally go. The headset was able to capture this rep's unique pronunciation more accurately as well as block out some of the extra noise.
Disclaimer: We are still new to CallMiner. Those misses are still us wrestling with aliasing.
Let me know if this is helpful! Might just do a full case study for fun.
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