PRODUCTS | WORKFORCE ENGAGEMENT MANAGEMENT

Turn agents into top performers with Talkdesk Workforce Engagement Management.

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Talkdesk Workforce Engagement Management™ is an integrated suite of intelligent, intuitive solutions designed to help you manage, develop, and improve agent engagement throughout the employee lifecycle. Improve your customer experience and optimize operational efficiency in the contact center.

Empower agents to deliver an exceptional CX.

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Elevate your workforce engagement strategy with a seamlessly integrated user experience for training, managing, coaching, and empowering your agents. Save valuable time and effort for supervisors, quality analysts, and resource planners.

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Optimize staffing and scheduling with AI-powered, omnichannel workforce management that’s intuitive and easy to use.

Workforce Management

Efficiently evaluate agent interactions and provide the actionable feedback they need to deliver an exceptional customer experience.

Quality Management

Get a complete picture of every customer touchpoint with synchronized voice and screen recording, responsive waveform playback, and time-stamped annotations.

Interaction Recording

Provide managers with interactive data visualizations that help them identify development opportunities and engage agents through personalized coaching.

Performance Management

Empower agents to efficiently deliver exceptional customer experiences with an intuitive, unified agent workspace.

Agent Workspace

Empower agents with automated assistance, contextual recommendations, and next best actions during live customer interactions.

Agent Assist

Empower agents with the tools to engage with customers any time, anywhere with and deliver excellent customer experiences on the go.

Conversations Mobile App

Equip your teams with the tools to develop, format, refine, and orchestrate information and processes to help agents resolve customer issues faster.

Knowledge Management

Explore the next generation of WEM solutions.

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WEM is a <a href="https://www.talkdesk.com/cloud-contact-center/wem/quality-management/" target="_blank" rel="noopener">quality management</a> strategy used to boost employee engagement. Contact centers use workforce engagement management tools and various strategies to train, coach, and empower agents so that they can feel more invested in the company and its customers.

What is workforce engagement management (WEM)?

A successful WEM strategy will motivate agents to perform better and adopt enthusiastic, helpful attitudes leading to more satisfied customers.

Why is workforce engagement management important?

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From agent forecasting and scheduling to coaching and knowledge management, Talkdesk Workforce Engagement Management is infused with AI, machine learning, and automation to make your staff more efficient and provide the insights you need to make better decisions.

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WEM solutions don’t need to be difficult to implement and use. Talkdesk Workforce Engagement Management solutions provide an intuitive, streamlined experience for administrators and end-users alike, so they can spend more time on what matters most.

Whether it’s through greater scheduling flexibility, better feedback and more personalized coaching, or applying automation to agent workflows, each Talkdesk Workforce Engagement Management solution is designed to improve the agent experience, so that you can increase employee engagement and retain top talent.

Provide a better experience for your agents.

The interface of the application its great for monitoring and handling all agents to improve productivity in real time.

Overall it is a good tool, it covers the basics, good reporting, good coverage, ease of use and it is pretty reliable, in the 18 months that we have used it, it has never failed.

The call quality is great. Talkdesk offers great integration options, all our required systems are integrated into TD natively.

Talkdesk is great for a Sales Organization that has to be on the phone all the time. Also, if you use Salesforce it is amazing that it can link calls straight to their account.

Talkdesk allows our company to call clients, track and record phone calls, and access voicemails using one platform. It also links with Salesforce to record data which is useful for tracking of daily calls. Having the ability to conduct conference calls and transfer calls also provides benefits other services may not offer.

Talkdesk is well suited to creating reports like the agent status report that shows the breakdown of the activities being performed by a team member. It helps determine whether the team member is trying to avoid his/her responsibilities or not.

The Talkdesk support team does an amazing job making sure issues are solved timely and requests are fulfilled in the best way.

It's suited when you want to route calls with different priorities, and when your customer service demands agents with different skills. Using the salesforce data dip we can quickly identify the type of client calling and assign a specific team to answer them or give them a higher priority on the waiting queue.

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Build a better employee experience with Talkdesk Workforce Engagement Management

Driving agent performance and engagement. A better way.

The future of workforce engagement in the contact center

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Thanks - the Talkdesk Team.

Experience the modern cloud contact center platform for every industry.

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Engage your agents throughout the employee lifecycle. Improve your customer experience and optimize operational efficiency in the contact center. Learn more.