Workforce Engagement Management

Track and improve agent engagement and productivity to create a better experience for agents and customers

Create an Engaged Workforce That Drives CX

Actively engaged employees are a critical component of a great customer experience. From forecasting and scheduling to quality and performance management, agents and supervisors can do their best work when they have the right tools in hand.

Workforce Management

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Talkdesk Workforce Management supercharges agent engagement and adherence while reducing the effort to create and manage forecasts and schedules.

"The quality and granularity of data I’m seeing in Talkdesk has enabled us to get to this level of forecasting accuracy."

TIM KYSE, VICE PRESIDENT OF CUSTOMER SERVICE, CLICKPAY

Quality Management

Provide proactive coaching to improve agent performance and increase customer satisfaction. Leverage intelligent monitoring and reporting features for a complete view of customer happiness and agent effectiveness.

Performance Management

Track employee engagement and performance with intelligent dashboards. Gamify contact center KPIs and training. Automate team challenges to promote peer recognition and higher agent satisfaction.

"Organizations with highly engaged employees outperform those with low employee engagement by over 200%"

Dale Carnegie Research

Speech Analytics

Gain new insights about caller sentiment and intent with advanced speech analytics and keyword detection. Use data from granular reports to drive operational strategy, customer service, and quality management.

Desktop Analytics

Save time and money by identifying and correcting inefficient processes and workflows. Improve key metrics through coaching opportunities to help agents serve customers more quickly and with better outcomes.

Call Recording

Track performance, gather actionable business insights and ensure compliance with secure, flexible inbound and outbound call recording and custom storage options.

Workforce Engagement Management Features

Forecasting

Accurately forecast your contact center staffing needs over any given period of time

Scheduling and Optimization

Automatically create staffing schedules based on agent attributes

Real-Time Adherence

Ensure agents are staying on track by comparing real-time activity with planned tasks

Reports & Business Intelligence

Leverage dozens of reports to improve contact center efficiency

Staff Budgeting

Understand the resources needed to keep your contact center adequately staffed

Employee Portal

Provide employees a central location to manage day-to-day activities

Call Monitoring

Listen to calls in real time to ensure quality standards are being met

Call Barging

Drop in on live calls to speak with both the caller and agent to reduce call transfers

Call Recording

Record calls, pause/resume playback, and listen to past recordings at any time

Slack Call Coaching

Coach reps through Slack messages without disrupting the flow of a call

Speech Analytics

Bring conversation insights into your reports and dashboards

Sentiment

Get a full view into customer happiness by collecting both customer and agent feedback

Call Scorecards

Streamline the agent evaluation process by creating custom scorecards

Script Adherence

Ensure adherence and automatically detect when agents deviate from scripts

Talkdesk Live

Get an overview of what's happening in your contact center at any given time

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