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The Most Important Customer Experience Metric

customer experience effort

Part of the job of maintaining a top-of-the-line customer experience for Talkdesk is staying current on research and trends in the industry. To that end, some of my team members and I have been reading The Effortless Experience and taking notes about the best ways to optimize our product to fit the needs of our […]

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G2 Crowd Awards Talkdesk’s Contact Center as High Performer

One week after Talkdesk topped GetApp’s list of Call Center Leaders, another third-party analyst has released an industry report with Talkdesk leading the way. Data from G2 Crowd’s most recent industry overview named Talkdesk a High Performer in the contact center industry based on reviews from real users. Talkdesk’s reviews are great, receiving four- or […]

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Moving Your Call Center to the Cloud After Avaya’s Bankruptcy

call center cloud

Last month, Avaya filed for Chapter 11 bankruptcy. The company will continue to operate and has plans to retain control of their contact center, but there are certainly plenty of question marks around the long-term viability of their offering. For Avaya’s customers, news of the Chapter 11 filing might be just the cataclysm needed to […]

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Improving CSAT with Predictive Customer Service: Data Analysis

enhance service level

When it comes to predictive customer service, the methods we’ve covered so far (product, channels) have discussed qualitative information — using subjective information and experiences to estimate how people will act. It’s extremely valuable to track this information, but it doesn’t always tell the entire story, Quantitative research is another important component to driving customer […]

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Talkdesk Named Call Center Leader by GetApp

Call Center race track

Independent business tool analyst GetApp just released their Call Center Leaders report for Q1 2017 and the results show Talkdesk rapidly climbing to the top of the industry. GetApp’s quarterly rankings list the top 25 solutions in the call center space, evaluating them on five categories (each out of a possible 20 points): reviews, integrations, mobile, […]

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