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Press Release

Talkdesk showcases award-winning, AI-infused customer experience solution at ICMI Contact Center Expo 2019

Talkdesk highlights product innovation, features customer experience theater presentations and demonstrations and competes for ICMI Global Contact Center Awards


SAN FRANCISCO, May 6, 2019 — Customer experience (CX) optimization goes beyond a customer-first approach; it requires comprehensive and consistent innovation at every level, from customers to agents to supervisors and information technology (IT) teams. As the leader in cloud contact center for innovative enterprises, Talkdesk has set the stage for ICMI Contact Center Expo, May 13-16 at The Diplomat Resort in Fort Lauderdale, FL. Talkdesk will demonstrate new ways companies can keep pace with the changing expectations of today’s digitally empowered consumers to deliver a personalized, proactive experience in the channel they are most comfortable using.


As a Gold sponsor, Talkdesk is prominently featured in booth 700 on the exposition floor, offering presentations and on-site demonstrations throughout the event. Highlights of Talkdesk activity at ICMI 2019 include:


  • Scoreless QA – How to Focus on Behaviors and Forget About the Numbers: Monday, May 13, 8:30 a.m. EDT, in Regency Ballroom 1, hosted by Justin Robbins of Talkdesk. Have you ever felt like your agents were more focused on achieving a score than improving their performance? Or, perhaps you discovered that they could do everything right on the form but still provide poor customer service. The truth is that when quality assurance programs focus on achieving a specific score, everyone loses. This hands-on workshop equips contact center leaders with a Scoreless QA framework for focusing on behaviors and forgetting about the numbers.
  • Judge Judy CX Edition – The Case Against NPS: Tuesday, May 14, 3:15 p.m. EDT, in Regency Ballroom 3, featuring Justin Robbins, Nate Brown of EHS Sustainability and Matthew Dixon of Tethr. Net Promoter Score (NPS) is the most notorious metric in the Customer Experience toolbox. It is almost old enough to have a driver’s license, yet NPS is still globally recognized and used by essentially every major brand. Does the metric still have value, or is it time to move on? This “courtroom” session will make the answer abundantly clear. Choose the side of prosecuting attorney against NPS, Matt Dixon, or the NPS defending attorney Nate Brown as we present our case. You are the jury with the ability to vote throughout the session. Will NPS be considered a criminal offense against Customer Experience? Attend and help determine its fate.
  • Agents Rejoice as New Innovation Eases Their Effort: Tuesday, May 14, 4:30 p.m. EDT, in Regency Ballroom 3, featuring Patrick Russell of Talkdesk and Dale Sturgill of EmployBridge. Empowering agents while maintaining oversight and control is a constant topic of conversation, and has always been a tricky thing to solve. Join this session to find out how EmployBridge is tackling this initiative with ease and sophistication through new technology paired with innovative thinking.
  • The Pizza Party Problem – Why Incentives and Rewards Fail: Wednesday, May 15, 1:30 pm EDT, presented by Justin Robbins in Atlantic Ballroom 1. One of the biggest challenges in the contact center is inspiring frontline employees to deliver exceptional service. Why do so many incentive programs fail to produce sustainable results? Do agents want to fail? Of course not! In this session, you’ll learn the most common mistakes made when offering incentives, gain insight on effective ways to drive performance, and have an opportunity to share and discover reward and recognition best practices from other contact center leaders.

Talkdesk is also a finalist for the 2019 ICMI Global Contact Center Awards, Best New Technology Solution, to be announced on May 14. The ICMI Global Contact Center Awards is the most comprehensive awards program dedicated to the customer management industry. It is designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the industry. Finalists were selected by 39 judges from hundreds of high-quality applications across 13 unique categories. Talkdesk is being recognized for its Enterprise Cloud Contact Center Winter 2019 release which adds omnichannel, enhanced analytics, a visual routing flow designer, mobile support, and a self-service software developer kit (SDK), all powered by a new artificial intelligence (AI layer), Talkdesk IQ.


“We are honored to be a finalist for ICMI’s 2019 Global Contact Center Awards,” said Tiago Paiva, chief executive officer, Talkdesk. “Recognition from ICMI adds validation for the progressive solutions Talkdesk is introducing to the contact center solutions marketplace, driving the industry forward and leading through innovation.”


Additional Information


About Talkdesk

Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including IBM, Acxiom, Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.


Media Contacts:

Gavin Gustafson

[email protected]

(801) 560-0073


Chad Torbin

[email protected]  

(415) 548-6535