The Most Underrated Driver of CX Performance? Your Headset, with Vern Fernandez

In this episode of First Contact: Stories of the Call Center, we go deep with Vern Fernandez from Jabra, the guy who's turning headsets into high-performance AI-powered CX tools. We're talking about devices that detect tone, improve agent empathy, reduce call times, and, even more impressively, alert you when your dog is barking too loudly to ensure a good customer experience.

This isn’t some gadget talk -this is a wake-up call for anyone serious about performance, retention, and the future of work.