WORKFORCE ENGAGEMENT MANAGEMENT | QUALITY MANAGEMENT
Talkdesk Quality Management — AI-powered evaluations at scale.
Use AI to evaluate every interaction, surface coaching insights, and continuously improve performance across the Customer Experience Automation (CXA) lifecycle.
Talkdesk Quality Management features.
AI-powered automated scoring
Scale your quality management efforts, with a flexible AI approach. Combine keyword-based scoring with generative AI that understands tone, sentiment, and intent.
Voice and screen recording
Play agents’ screen and audio recordings simultaneously for a complete picture of every customer interaction.
Flexible forms
Create custom forms with an intuitive editor, or save time by leveraging an extensive library of pre-built templates.
Contextualized feedback
Elevate your feedback with specific examples by adding time-stamped comments and reactions to interaction recordings.
Seamless coaching experience
A single, unified platform for WEM makes it easy to assign agents content to review and schedule time for coaching.
Metrics and gamification
Easily track agent or team performance, and incorporate gamification to increase engagement and reward improvement.
AI-powered, flexible quality management.
Combine flexible scorecards, annotations, and supervisor insights with AI-driven automation that evaluates 100% of interactions. Deliver fair, consistent scoring at scale, surface targeted coaching opportunities, and reduce manual QA work — so supervisors spend more time developing agents and less time reviewing calls.
“The average 500-agent call center in North America allocates around $2 million of staff time to coaching activities every year.”
McKinsey
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.
INTERACTION RECORDING
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.
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 Knowledge Management™, Talkdesk Copilot™, and Talkdesk Workforce Management™.
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.
Quality Management FAQs.
Contact center quality management is the process of monitoring, evaluating, and improving customer interactions across channels. It involves scoring calls or chats, coaching agents, and ensuring consistent service delivery. The goal is to maintain high standards that drive customer satisfaction and loyalty.
Organizations can successfully manage and improve customer experience by actively listening to customer feedback, setting clear quality standards, and continuously training agents. Using analytics to uncover trends and pain points enables proactive improvements. Consistent monitoring and coaching help ensure agents deliver personalized, effective support every time.
AI enhances quality management by automating evaluations, analyzing large volumes of interactions quickly, and detecting patterns in customer sentiment. It provides insights that help managers target coaching more effectively and improve consistency. AI also reduces manual effort, freeing teams to focus on higher-value customer experience strategies.
A few key performance indicators that represent how well a contact center is managed include first contact resolution (FCR), average handle time (AHT), customer satisfaction score (CSAT), and quality scores from interaction evaluations. Other important metrics are agent adherence, net promoter score (NPS), and call abandonment rate. Together, these KPIs give a holistic view of operational efficiency and customer experience quality.
The best way to evaluate agent performance is to combine objective metrics with qualitative assessments. Reviewing interaction recordings or transcripts, scoring against clear criteria, and providing timely, actionable feedback help agents improve. Incorporating customer feedback and using coaching sessions ensures development is continuous and aligned with business goals.
