Workforce Engagement Management
Quality Management.
Improve agent performance and elevate your customer experience with holistic evaluations and actionable feedback.
Every interaction is an opportunity to elevate CX.
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.
Effortless evaluations and actionable feedback.
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.
AI-enabled efficiency and automation.
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."
Get a complete picture of every customer touchpoint.
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.
Track agent performance and reward results.
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.
Unlock the power of a unified WEM solution.
Take advantage of a single, seamlessly integrated experience for managing, developing, and engaging your workforce with Talkdesk Quality Management, Talkdesk Guide™, Talkdesk Agent Assist™, and Talkdesk Workforce Management™.
Talkdesk Quality Management features.
Flexible forms
Create custom forms with an intuitive editor, or s