Hi Castidade
In many contact centers we've seen the same behavior with wireless headsets that have wear-detection or power-saving features. When the agent removes the headset or it stays idle for a while, the device can automatically mute, sleep, or disconnect, which sometimes results in dead air or temporary audio drops in the softphone.
Because of that, quite a few contact centers still prefer wired USB headsets for floor agents. Wired models eliminate battery management, pairing issues, and power-saving timeouts, which makes them more predictable in high-volume environments.
In environments I've worked with, the most common brands deployed are:
- Jabra Evolve 20 or Biz series)
- Poly / Plantronics (Blackwire 5220)
- EPOS / Sennheiser (SC 60)
All three are widely available in the US
I hope this help you
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Original Message:
Sent: 04-09-2026 10:36
From: Chastity Desper
Subject: Headsets
We are curious what headset others are using in their Contact Centers. We currently are using Dell wireless headset but found out they time out after a time period or turn off when they agent removes them from their head. Issues include dead air and Non Responding spikes. We are considering going back to the wire headset like Sennheiser. Any recommendations? Thanks
#Unsure/Other
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Chas Desper
USSFCU - Project Coordinator
Alexandria VA
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