Quality Management Software for Call Centers - WEM

Workforce Engagement Management

Quality Management

Improve agent performance and elevate your customer experience with holistic evaluations and actionable feedback.

Turn Every Interaction Into an Opportunity to Elevate Your CX

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

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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.

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Speech Analytics Helps You Focus on What Matters Most

Leverage Talkdesk Speech Analytics™ to automatically identify topics, sentiment, and potential compliance issues. By prioritizing key moments to evaluate, you can spend less time watching recordings and more time coaching agents.

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

McKinsey

Get a Complete Picture of Every Customer Touchpoint

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

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Track Agent Performance and Recognize Results

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

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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™.

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Talkdesk Quality Management Features

Flexible Forms

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

Voice and Screen Recording

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

Speech Analytics

Accelerate and scale your QM processes by effortlessly extracting insights from your interaction transcripts that help pinpoint the right moments to evaluate.

Contextualized Feedback

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

Metrics and Gamification

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

Seamless Coaching Experience

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

Hear Why Our Customers Love Talkdesk

Rated 4.6 out of 5 based on 773 reviews on

4 days ago

Very easy to use

Very easy to use! Nice customer service

Jimmy Dlmtte

5 days ago

Talkdesk Efficiency

Talkdesk has made taking phone calls a lot easier. There are many different options that make talk desk more efficient to use.

Mark

7 days ago

Great tool!

We've been with Talkdesk now for about 9 months without issues. Tools are easy to use, as is the interface. Great reporting customization and dashboard creation options. No complaints and would recommend to others!

Lisa D

8 days ago

10 out of 10!

Talkdesk is an awesome all in one online phone system.

CS

8 days ago

I think that Talkdesk is brilliant!

I think that Talkdesk is brilliant for a lot of reasons. I love how easy it is to access information and listen to phone calls as that helps with our Quality Assurance. I have found, however, that the sound quality can be a bit sketchy but if I turn my phone to airplane mode it can really help!

Danielle Koval

9 days ago

Talkdesk is perfect for your customer…

Talkdesk is perfect for your customer services team. Great management tools and functionality does ensure workflow is evenly distributed across your team. The dashboard shows great performance metrics great for analysis and performance management. Very easy to use. Highly recommend

Customer

9 days ago

Good experience

Easy to use and implement. Overall we are satisfied with the service

Ozge U

10 days ago

We love the Salesforce Integration

We love the Salesforce Integration; allows us to quickly identify who is calling and allow our teams to bring context to that conversation immediately

Dan G

10 days ago

Great product and easy to use with a…

Great product and easy to use with a helpful tech team when any problems occur.

Rose B

10 days ago

Talk Desk review

Good product. Works well and it'is very intuitive. The layout it's nice and clean, easy to use. I have use it for more than a year and we have had just a few issues and the tech department help us with no other futher problems.

Beatriz Porta

11 days ago

Great product

Great product - have used for 4 years, switched once but went straight back.

Daniel P

12 days ago

Great tool

Great tool I'm available everywhere. My customers cannot identify if I'm working from the office or from home

Silvia D

12 days ago

very good product

Interesting, since it has can have 24/7 service, quick configurations, detailed analysis of each call, can have global solutions, wide configurations fast and simple. You can record flames instantly.

Martin Lopez Bautista

12 days ago

Talkdesk has great features to manage…

Talkdesk has great features to manage agent profiles for different queues as well as comprehensive reporting features that provide any details needed that can be scheduled to be sent via email. - Timothy Reyna

Timothy

12 days ago

Review Talkdesk

It is a really good application because it is faster and easier than the old ones, I could recommend this service to everyone

Alejandro Ramirez

12 days ago

The perfect school

A very easy school to understand I have felt very comfortable and the teachers are for you all year long

Eduardo Gauna

12 days ago

talk desk helped me make calls to help…

talk desk helped me make calls to help pros know about the house call pro app and it changed their lives ..

toonz

12 days ago

Efficient, Effective, and Easy

First and foremost, the ease of use is unmatched. It was a breeze to setup and onboard new agents. The learning curve was minimal and cause little to no disruption in our daily operations. I would highly recommend this tool for anybody looking at a enterprise cloud contact center solution.

Brian T.

12 days ago

Awesome Peoduct

It has been an impressive product has helped me a lot day by day, trying some different ones has been the most efficient

Customer

12 days ago

Excellent product, easy to configure

I implemented TalkDesk for one of my enterprise-level customers. TalkDesk was very intuitive and easy to set up and configure. When I had questions, I contacted TalkDesk Support and received very prompt, helpful answers. The rep provided me with a test phone number I could use to test functionality. This was helpful to me as I configured TalkDesk to meet the customer's requirements.

Scott B

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