One of the elements that makes Talkdesk unique is that the admin can make changes in clicks, not code, which gives our customers total control over their contact center. We believe the contact center should be capable of changing as frequently as customer needs and expectations change. These agile contact centers are more efficient, create higher CSAT and allow admins to spend more time focusing on what their callers need without worrying about how they will make their contact center reflect those updates. It is critical to that mission to remove complicated code from the process and replace it with simple clicks.
Talkdesk offers more than 30 administrative actions that can be made in 3 or fewer clicks. Here are ten of those items that offer maximum impact with minimal administrative time and effort.
1. Assign an agent to a ring group
At the core of Talkdesk is a desire to match callers to the right agent and ring groups is how we do it.
2. Set up automations in Talkdesk
Save your agents time in after call work by creating automations that log notes and activities for them.
3. Enable Queue Callback
Save your callers time by offering them a chance to request a call from the next available agent rather than wait on hold.
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4. Route a call to an external phone
Ensure agent availability for callers by enabling calls to be answered on phones outside of the formal contact center.
5. Customize default status options for agents
Make sure you’re correctly logging how agents spend their time by offering a complete range of status options.
6. Enable inbound/outbound call recording
This tool is perfect for training purposes (especially when paired with Voice Analytics) and using as a refresher before follow-up conversations.
7. Adjust your account’s time settings
Your customers don’t always have needs that fit into a neat window, so your contact center should be able to adjust to accommodate them.
8. Configure the number of agents to ring
If your contact center goes through busy periods, this feature is crucial to managing the incoming call volume and keeping agents active.
9. Edit a team role
Keep with with structural changes in your contact center by assigning roles that will keep things moving smoothly and efficiently.
10. Monitor a call in Talkdesk main
It’s core to the mission of Talkdesk that calls are easily monitored so that adjustments can be made to ensure customers are treated promptly.
One of the most valuable roles in an agile contact center is the administrator. At Talkdesk, we want to empower these admins to create exactly the type of responsive contact center that their customers need. Using the simple Talkdesk administrative dashboard, almost any adjustment can be made in just seconds without any additional training or assistance from our team.
To learn more about Talkdesk’s simple administrative backend, get started today.