| It is estimated that in North America,
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| | particular workers' application.
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| there are well over 30 million "knowledge
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| | While the use of headsets has become more
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| workers" who use the telephone in excess
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| | attractive to "knowledge workers" due to
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| of 2 hours per day. Yet, according to
| |
| | a proliferation of new, exciting
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| the Gartner Group, the telephone headset
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| | technologies and ease of integration with
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| penetration rate is less than 10 percent
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| | their telephone sets, the overall
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| of those workers. With the emergence of
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| | experience in the choosing and
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| the segmentation and industry recognition
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| | implementation of headsets in small and
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| of "customer experience" staffs in public
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| | medium-sized organizations that are
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| and private organizations, those
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| | unaware of the breadth of products and
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| responsible for corporate communications,
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| | technologies available has obviously not
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| the need for companies who offer products
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| | translated into a higher saturation of
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| and services for these critical corporate
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| | the product in the market.
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| communications, is yet untapped.
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| | Another consideration is the fast-growing
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| The manufacturers of headsets, who
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| | usage of headsets with cell phones. With
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| previously focused on offering products
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| | more and more state and local governments
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| more traditionally used for large Call
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| | mandating "hands-free" use of cell phones
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| and Contact Center applications, are now
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| | when in transit, a traditional barrier to
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| working in developing products for the
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| | headset usage is rapidly breaking down.
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| "customer experience" market. This has
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| | Organizations need to be poised to help
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| been done in concert with the telephone
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| | transition those cell phone users to
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| switch/set manufacturers who are
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| | satisfied headset users in the workplace.
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| responding to the market's insistence
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| | Additionally, as many Fortune 100
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| that the addition of a headset to phones
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| | companies continue to decentralize to be
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| designed and developed for the "knowledge
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| | able to attract workers from diverse
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| worker" be made available. Every one of
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| | geographic areas of the U.S., more
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| the major telephony manufacturers (Avaya,
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| | regional and branch offices are in need
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| Cisco, Nortel, NEC, Comdial) as a matter
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| | of attention in supplying headsets and
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| of course now make the addition of a
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| | related services on a smaller basis. At
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| headset as simple as "plugging in" to a
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| | present, many of those offices are
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| special jack offered on most of their
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| | relying on the office supply channel to
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| telephone sets designed for all office
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| | procure their hands-free communications
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| applications.
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| | products, but are limited in choice to
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| This moving of the usage of headsets out
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| | the number of SKUs at their local retail
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| of the Call and Contact Center and in
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| | outlet.
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| specialized job functionality has caused
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| | From a financial viewpoint, the adoption
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| an explosion in the overall acceptance of
| |
| | and use of headsets by "knowledge
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| headset usage in the office. However,
| |
| | workers" has been shown to increase
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| most of the traditional "headset
| |
| | employee productivity and efficiency by
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| distribution" specialists are still
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| | an average of 23.5% (according to 2005
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| pursuing the volume based Call and
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| | Plantronics White Paper). The financial
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| Contact Center customers leaving the
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| | ROI on the purchase of a headset for
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| majority of "new adopters" of headsets to
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| | employees in Accounting, Marketing, HR,
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| rely on the catalog and office products
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| | Engineering, Administration or Mid-level
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| supply stores to procure their headsets.
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| | Managerial functions when compared to the
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| While this proliferation and availability
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| | increase in productivity, decrease in
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| of headset products in the market has
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| | employee absenteeism due to fatigue and
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| benefited these retail and e-commerce
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| | "handset usage" in conjunction with
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| suppliers, many customers do not find the
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| | telephone usage will insure that within
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| same level of satisfaction as would be
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| | the next 20 years, the majority of all
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| found in working with suppliers who are
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| | knowledge workers will consider their
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| well-versed at recommending products and
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| | headset as integral to their job as their
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| assisting in the integration of these
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| | desktop computer, calculator, or phone.
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| hands-free products that meet each
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| |
|
