Customer Success

EF English Live boosts learning experience with Talkdesk Enterprise

By João Safara

0 min read

"Our experience with Talkdesk has been very good, all the way from implementation, which is very important when you change suppliers, to agents and supervisors, who really enjoy using Talkdesk since it is easy to use and provides great insights about their teams and activities."

Morgan Eberoni, Vice President of Operations Europe, EF English Live.

EF Education First is the largest private education institution that combines language training with cultural exchange and academic achievement, with 500 locations and 50,000 employees around the globe. English Live, a division of EF Education First, is an award-winning, online learning platform that provides certified English learning in the form of self-study, private lessons and group lessons.

Customer experience is at the heart of EF English Live. As an educational platform, the organization must ensure that its users not only use and love the product, but actually make progress in their learning experience. EF English Live’s contact center, located in Barcelona, supports customers throughout Europe and the Middle East, making and receiving around one million calls every year.

When looking for a new contact center solution, call quality was the leading factor moving forward. EF English Live eventually opted for Talkdesk Enterprise Cloud Contact Center due to its outstanding call quality and seamless integration capabilities with Salesforce, which allows agents to easily and quickly access customer data, customizing every interaction and improving efficiency overall.

Agents from EF English Live are now able to easily access information regarding customers, greatly reducing the number of actions they have to take and allowing them to focus more on the customer experience. In addition, Talkdesk Reporting & Analytics delivers both live and historical reporting data to supervisors, enabling them to obtain information about the performance of their agents and correctly guide them for future actions.

“In the three years that we have worked with Talkdesk, the level of support and dedication we have from them is actually the same as in the beginning.” – Morgan Eberoni, Vice President of Operations Europe, EF English Live.

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João Safara

João Safara has extensive experience in content production and management, and enjoys balancing that with people-driven initiatives such as supporting diversity and employer branding. In his free time, you can find João surfing through crime novels, relaxing at the nearest beach or imagining ways to create a more equal and positive society.