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.
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.
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.
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.
Listen to calls in real time to ensure quality standards are being met
Drop in on live calls to speak with both the caller and rep to reduce call transfers
Record calls, pause/resume playback and listen to past recordings at any time
Coach reps through Slack messages without disrupting the flow of a call
Bring conversation insights into your reports and dashboards
Get a full view into customer happiness by collecting both customer and agent feedback
Streamline the rep evaluation process by creating custom scorecards
Ensure adherence and automatically detect when agents deviate from scripts
Get an overview of what’s happening in your call center at any given time
Talkdesk makes it easy to operate nationwide from a single office space. Our local store teams are able to focus on the people in front of them and our Guest Experience team is able to deliver incredible service from a remote office. Admin and Reporting functionality is top-notch and the support team is always quick to help when we run into a problem.
Talkdesk has made life so much easier! With our recent integration to salesforce, we can now cut down on the amount of documenting we have to do for each account. After a call is placed or received, you can track everything right there and it writes it back to salesforce. There can be a lag on some calls but the pros outweigh the cons!!
Talkdesk has been a great solution for our technical support division! Previously, we were using RingCentral, which just rang all phones at once. The integration with ZenDesk has been super helpful in regards to automatically creating tickets from calls, creating tickets from voicemails, and providing customer information in the tickets once they were added as contacts. The UI of the Callbar is intuitive and very easy to use as well.
After using Talkdesk for over a year as an employee at G4S; I can honestly say that this is the best app I have used to date. I love the features included; which makes everything much better than the average Joe most call centers use. For some or more examples; the Note feature that's included within Talkdesk is very useful; which you don't need to use Word or the Notepad app in order to reserve space. No more saving docs for everyday use within the call center, and definitely reduces clutter between users in the work area. Another feature that I find useful is the Caller ID feature; which users can update during every call. This is very beneficial to G4S when dealing with multiple clients on a daily bases. Two more features that admire are the transfer and conference call feature; which are easy to use when they work, but there are cons between the two. For the conference feature; you're only allowed up to 3 lines per conference which should have more for corporate office and home use. As for the issue with the transfer feature; the calls can get lost in limbo during a blind or warm transfer; which I feel needs a proper patch. Other than those minor cons; Talkdesk is perfect!
Request a free demo and we will help you create your contact center today, complete with CRM integrations and settings configuration.