Workforce Engagement Management

Quality Management

Ensure the quality of every customer interaction with Talkdesk Quality Management

Empower Your Workforce

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.

Communicate More Effectively With Your Team

With Talkdesk Quality Management, contact center supervisors will always have a seamless way to communicate with their teams. Effortlessly monitor and track calls to ensure team members are engaging in quality conversations. Use Talkdesk for Slack to live coach reps via behind-the-scenes messaging.

"The integration with Slack has been a game changer for our client services team. It ensures that our team is better prepared to make intraday adjustments to protect the quality of service we offer our clients."

Greg Zalecki, Director of Sales Operations, Sema4

Identify Coaching Opportunities

Boost team effectiveness by leveraging voice analytics to review calls for adherence and detect keywords or phrases. With this data, managers can easily create unique call scorecards according to different team focuses and call topics. Detailed reports and dashboards provide valuable performance insight and identify new coaching and training opportunities.

Measure the Entire Customer Experience

Get a 360° view of your customers with Sentiment. By combining traditional CSAT with customer mood, Sentiment provides a holistic measurement of customer happiness. CSAT is collected from your customers via SMS while Mood is collected directly from the agent via Callbar® to maximize response rates while they are still top-of-mind.

Hear Why Our Customers Love Talkdesk

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Experience the Cloud Contact Center for Innovative Enterprises

Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.

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