PRODUCTS | WORKFORCE ENGAGEMENT MANAGEMENT

Turn agents into top performers with Talkdesk Workforce Engagement Management.

Empower agents to deliver an exceptional CX.

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.

DOWNLOAD EBOOK

A seamlessly integrated WEM experience.

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.

DOWNLOAD DATASHEET

Explore the next generation of WEM solutions.

Workforce Management

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

Quality Management

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

Interaction Recording

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

Performance Management

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

Agent Workspace

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

Agent Assist

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

Conversations Mobile App

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

Knowledge Management

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

FAQs.

What is workforce engagement management (WEM)?

WEM is a quality management 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.

Why is workforce engagement management important?

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

Leverage the power of AI.

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.

REQUEST DEMO

The impact of employee engagement.

0%

Increase in productivity

0%

Decrease in attrition

0%

Increase in customer satisfaction

Source: Gartner

Intuitive solutions for better results.

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.

REQUEST DEMO

Provide a better experience for your agents.

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.

REQUEST DEMO