WORKFORCE ENGAGEMENT MANAGEMENT | QUALITY MANAGEMENT

Quality Management improves agent effectiveness.

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With Talkdesk Quality Management™ it’s never been easier to evaluate agent interactions, identify key areas of improvement, and provide agents with the actionable feedback they need to deliver exceptional customer experiences.

Every interaction is an opportunity to elevate CX.

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Evaluate customer interactions, fill out scorecards, and add time-stamped annotations for agents to review. All from a single, intuitive user interface that helps you streamline the quality management process.

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Effortless evaluations and actionable feedback.

With Talkdesk QM Assist™ you can augment and streamline your quality management process using AI and speech analytics. Leverage searchable call transcripts, customer sentiment analysis, and end-to-end automated interaction scoring.

The average 500-agent call center in North America allocates around $2 million of staff time to coaching activities every year.

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A combination of voice recording, agent screen activity, and omnichannel transcripts provide the context you need to evaluate every interaction and detailed feedback to improve agent performance.

Get a complete picture of every customer touchpoint.

Track individual and team performance with accessible metrics that can easily be exported into other systems. Reinforce positive behavior and reward progress through gamification and social recognition.

Track agent performance and reward results.

Take advantage of a single, seamlessly integrated experience for managing, developing, and engaging your workforce with Talkdesk Quality Management, <a href="https://www.talkdesk.com/cloud-contact-center/wem/knowledge-management/" target="_blank" rel="noopener">Talkdesk Knowledge Management™</a>, <a href="https://www.talkdesk.com/call-center-software/ai-knowledge/agent-assist/" target="_blank" rel="noopener">Talkdesk Agent Assist™</a>, and <a href="https://www.talkdesk.com/call-center-software/wem/workforce-management-wfm/" target="_blank" rel="noopener">Talkdesk Workforce Management™</a>.

Unlock the power of a unified WEM solution.

Create custom forms with an intuitive editor, or save time by leveraging an extensive library of pre-built templates.

Flexible forms

Play agents’ screen and audio recordings simultaneously for a complete picture of every customer interaction.

Voice and screen recording

Accelerate and scale your QM processes by effortlessly extracting insights from your interaction transcripts, identifying customer sentiment, and leveraging automated scoring.

QM Assist

Elevate your feedback with specific examples by adding time-stamped comments and reactions to interaction recordings.

Contextualized feedback

Easily track agent or team performance, and incorporate gamification to increase engagement and reward improvement.

Metrics and gamification

A single, unified platform for WEM makes it easy to assign agents content to review and schedule time for coaching.

Seamless coaching experience

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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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Maximize your contact center performance with employee engagement

Quality Assurance Best Practices in the Call Center

Innovative Ways to Address the Top 3 Agent Empowerment Challenges

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Talkdesk Quality Management helps you evaluate agent interactions, identify areas of improvement, and provides agents with feedback to deliver great CX.