Wired or wireless headset?

Wireless provides freedom to stand and stretch between calls, which is important for long shifts. Ensure the wireless protocol has low enough latency for VoIP — some Bluetooth codecs add noticeable delay.

Do ergonomic peripherals really matter?

Yes. Support agents are at high risk for repetitive strain injuries. Ergonomic keyboards, mice, and properly positioned monitors prevent injuries that lead to absenteeism.

Best Setup for Customer Support Agents 2026