The noise your agents couldn’t hear (but your customers could)

Hear how a mid-sized organization using Genesys Cloud experienced declining customer satisfaction despite having healthy technical metrics. The problem was traced to environmental noise affecting agents' concentration, and not audio quality issues that customers could hear. Using VOSS digital experience monitoring, they discovered that while Jabra headsets successfully blocked background noise for customers, agents were still distracted by their open-plan office environment. This cognitive load led to conversational issues like interruptions and longer pauses. By identifying and addressing these environmental factors through targeted coaching and workspace adjustments, the organization achieved measurable customer experience improvements within eight weeks, demonstrating the importance of monitoring the complete agent experience beyond just platform performance.