With Talkdesk Quality Management™ it’s never been easier to efficiently evaluate agent interactions, identify key areas of improvement, and provide agents with the actionable feedback they need to deliver an exceptional customer experience.
Create custom forms with an intuitive editor, or save time by leveraging an extensive library of pre-built templates.
Play agents’ screen and audio recordings simultaneously for a complete picture of every customer interaction.
Accelerate and scale your QM processes by effortlessly extracting insights from your interaction transcripts that help pinpoint the right moments to evaluate.
Elevate your feedback with specific examples by adding time-stamped comments and reactions to interaction recordings.
Easily track agent or team performance, and incorporate gamification to increase engagement and recognize improvement.
A single, unified platform for WEM makes it easy to assign agents content to review and schedule time for coaching.
Talkdesk is an excellent platform on which to connect with customers across a variety of communication methods such as phone, chat and email. It provides well developed tools to monitor performance and deep integration across the various apps. The cloud based approach allows colleagues to work remotely and connect across all of our sites easily and has helped during the current COVID-19 pandemic.
Hernan G. Talkdesk is such a great software to provide the best customer service experience by getting different communication channels so the custmers can choose the easiest option for them, voice or text. Besides you can categorize every request in order to build the best reports to better understands customer needs and after that you will have the option to automate some of your processes. Definitely a great tool.
Manual calls are now the thing of the past for my team now. We can simply hit a link for the customer and talkdesk does the rest. It provides a new age alternative to the contact center world! I love the fact Talkdesk provided a free trial period that allowed my team and myself to see how useful it could be to our organization. The bar was set so high with Talkdesk that we felt it was in our best interest to keep using it long term. You cant beat the ability to easily connect with my customers via phone with a simple click of the button. I also love that it is compatible with Salesforce. I also love the reporting features. This allows me to listen to the calls of my representatives and it provides me with a report on our KPI's. This is a great product! - Kenley B.
Talkdesk is very easy to use. It is user friendly and I get to do more QA task because the interface is not complicated. Recordings are clear and all interactions are indeed recorded. I hope all companies use Talkdesk especially those who have QA monitoring in their KPIs.
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