Last time on Modern Work Mondays, Nolan and Jeff asked: why aren’t Bluetooth headsets more common in retail?

This week, they continued the conversation with special guest Tim Fox from Zebra Technologies, who helped break down why the answer isn’t so simple.

Where Bluetooth stands today

Tim kicked things off by pointing out that Bluetooth headsets aren’t completely absent from retail. Some stores use them, but mostly for longer conversations where associates need to be hands-free, like handling calls from customers, suppliers, or other store locations. However, these headsets are usually reserved for managers or high-level staff, not frontline associates.

Why Bluetooth adoption is limited

So, why aren’t Bluetooth headsets more common in retail? Tim shared a few possible reasons:

Hygiene: Nobody wants to share an earpiece. Unlike a handheld radio you can pass around, Bluetooth headsets feel more personal, meaning every associate would need their own.

Cost: Outfitting every associate with a personal headset is costly, especially when factoring in battery replacements and device maintenance.

Durability and Battery Life: Retail shifts are long, and not every Bluetooth headset is built to survive an eight-hour day on the floor.

How voice technology could change the game

Nolan, Jeff, and Tim agreed that frontline communication is moving toward greater use of voice technology. As AI, voice agents, and smarter communication platforms continue to improve, retailers will need reliable, comfortable gear that works all day.

The challenges retailers face today could open the door to better headsets that balance cost, comfort, hygiene, and user experience.

Where Bluetooth goes from here

Bluetooth headsets may not be the go-to in retail just yet, but that could change. As voice-driven communication becomes more common, we could see new tools that better support both associates and customers.

Watch the full conversation below: