Rick Seifert, senior IT director for OneCause.
Having a clear view, accurate results and predictive insights over the performance of its contact center is a crucial piece of any organization’s strategy. This was the main concern that brought OneCause, a five-time Stevie® Award winner for excellence and innovation in customer service, to Talkdesk®; the need to find a new solution for customer support that was both flexible and easy to use.
OneCause is committed to helping cause-driven organizations amplify their message and raise more funds with easy-to-use fundraising solutions through a variety of mobile and social fundraising alternatives. To further improve its customer service operations and overall user satisfaction, OneCause opted for the enhanced reporting and customization capabilities of Talkdesk Enterprise Cloud Contact Center.
The organization is now able to collect, cross and map out real-time data and key metrics in order to identify areas of improvement and turn them into actionable items to coach agents and raise overall client satisfaction. On top of that, the integration with Talkdesk for Salesforce also allows the automatic display of messages and data in order for agents to better handle customer calls, specifically in reducing hold times and call transfers.
“Cloud contact center solutions from Talkdesk will give OneCause the tools to provide the level of service their customers deserve while consistently raising the bar through agent monitoring, robust reporting and effective quality assurance.” – Tiago Paiva, chief executive officer, Talkdesk.
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