Call Center Solutions

Meet Caleb.

Caleb is a Contact Center Manager.

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Contact Center Manager

Caleb’s goals and current challenges.

As a Contact Center Manager, Caleb hires, trains, prepares and motivates his team to provide excellent service to customers. He sets objectives, analyzes call center metrics, and ensures that the company and staff meet their customer experience goals.

Caleb is dealing with high turnover within his contact center because agents are frustrated with the current technology and lack of integration to other systems they use. Additionally Caleb is only able to listen to a very small percentage of calls per week, which is not providing him with enough quality management data.

What does success look like for Caleb?

Agent performance.

Can I easily analyze agent status and performance in aggregate, identify trends, and drill down into specific agents’ calls and metrics?

Churn rate.

Are my agents happy with the tools, training, support, and management that is being provided to them?

Quality management.

Can I easily monitor, analyze, and report on agent interactions to provide personalized feedback that helps my team provide better customer service over time?

Agent efficiency.

Do I have the ability to increase agent efficiency and reduce ad-hoc requests by leveraging artificial intelligence (AI) and automation?

"The ability of agents to answer the questions is key. Agents need information about how many times the client called before, whether they waited, how their concerns were answered and so on. Talkdesk improved the customer service we provide and helped improve our efficiency."

Sergio Cruz Support Services Director, Glintt

HEAR THEIR STORY

How Talkdesk can help.

Deeply insightful

A fully customizable suite of real-time and historical reporting dashboards, coupled with powerful predictive analytics ensure you stay on top of performance, no matter where your teams are located.

Seamlessly integrated

Boost agent productivity with deep integrations across the CX tech stack, and quickly adopt new, cutting-edge solutions by leveraging our AppConnect marketplace.

Strikingly intuitive

With the industry’s most intuitive interface, onboarding your new agents has never been easier or more efficient.

Do more with less

Identify customer issues, uncover unknown friction points, and pinpoint agent skill and knowledge gaps through Automated Quality Management and Interaction Analytics.

Provide your agents intuitive contact center software with deep integrations across the CX tech stack. Request a demo to learn more.

Related resources.

Maximize your contact center performance with employee engagement

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Maximize your contact center performance with employee engagement

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