AI-powered efficiency: Transforming service desk operations with Talkdesk.
Région
Amérique du Nord
SECTEUR
Technologie de l'information & Services
DIMENSION
Mid-enterprise
Quality Management scaled interactions to
Sustained NPS performance in the
After-call reduced to
WBM Technologies is a leading managed service provider with deep roots in Western Canada.
Originally founded as Western Business Machines—specializing in typewriters and office equipment—WBM has continually evolved alongside technology. From printers to enterprise IT, the company now delivers 24/7 technical support through its enterprise service desks, serving critical infrastructure clients across Western Canada and around the world.
"With Talkdesk, we definitely evolved and innovated the way that we were handling a lot of these calls, and it allowed us to grow exponentially without the underlying administrative cost. Speed is important to the service desk to make sure that we can get agents back onto the next call."
Joel Hamm Workforce Management, Tools and Technology Lead
Powering growth with automation.
Talkdesk has transformed how this organization manages its service desk operations, enabling rapid growth without increased administrative cost. Speed and accuracy remain essential, and with AI-powered automation, every qualifying call is now summarized, measured, and audited—driving efficiency and improving service quality.
AI-driven Quality Management reviews all calls over three minutes, providing actionable insights for training and coaching. These innovations have boosted agent performance, streamlined operations, and elevated the overall customer experience.
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