Workforce Engagement
A better way to great customer experience starts with activily engaged employees. From forecasting and scheduling to quality and performance management agents and supervisors can work better when they have the right tool in hand from Talkdesk
The cost of a disengaged workforce
86 %
Contact Centre leaders that consider employee engagement equally or more important to CX than other factors
85 %
Employees worldwide who aren't engaged in the workplace
Disengagement
leads to
Agent Churn
leads to
Increasing staffing costs
Lower employee morale
Poor customer experience
The impact of engagement in the contact centre
Employeee engagement leads to better CX. Making agents a priority can have a powerful impact on the customer service experience and your bottom line.
19 %
Greater productivity
25 %
Lower attrition
11 %
Greater CSAT
Enabling successful on the go customer service & sales
Mobile solutions that are intelligent, intuitive & seamlessly connected
Agent Workspace
Exceptional customer experiences start with the right agent experiencesNew paragraph
Unified desktop
Easily manage customer intereactions from anywhere on the desktop. Alerts eliminate the need to search through browser tabs, ensuring agent never miss a call - no matter where they're working
Seamless integrated
Save time and boost productivity by automatically logging calls and notes directly to a CRMor helpdesk solution, so agents can stay focused on the task
Context connected
Display key customer data and activity, putting critical information at your agent's fingertips and paving the way for more personalised conversations
Accessibility standards
Out-of-the-box accessibility
Talkdesk supports screen readers - including JAWS, NVDA and VoiceOver - and offers keyboard-only navigation for agents, equipping your employees with everything they need from the start.
Guilded by accessibility best practices
We follow the internationally recognised Web Content Accessibility Guidelines (WCAG) to ensure the Talkdesk experience is intuitive and effective for any individual.
Designed for your workforce
We are committed to working with you to accomodate the needs of your workforce and equip every employee with the tools they can use
Mobile Agent
Empower agents to engage with customers anytime, anywhere, from any device.
Superior call handling on the go
Empower agents to professionally handle customer calls on any iOS or Android device. Mobile Agent has the functionality agents expect, including call controls, status settings, dispositions.
Seamless CX in every scenario
Accommodate flucuating call volumes in remote work, part-time and after-hours scenarios. Extend customer service beyond the call centre to field technicians, outside sales, or location-based workers, so every frontline employee can deliever exceptional customer experiences.
Connect to critical information
Effective, efficient service from a mobile device is easier than you think. Mobile Agent integrates with your favourite CRM applications, providing agents with quick access to customer context, pplus time-saving automations.
Stay in the know
Mobile Agents keeps track of every conversation, so you can stay on top of key performance metrics. Reporting options are designed to help you better manage remote teams and optimise your customer experience
AI-driven forecasting and scheduling
Talkdesk iQ's artificial intelligence provides omnichannel forecasting you can trust, with intraday surge detection, and automated, skills-based scheduling
Efficient, intuitive administration
Seamless integration with the Talkdesk platform, and an intuitive user experience that makes every process more efficient
Designed for the modern workforce
Support for omnichannel workflows, agent training and development, remote work, and greater scheduling flexibility
Quality Management
Improve agent performance and elevate your customer experience
Effortless evaluations, actionable feedback
Evaluate customer interactions, fill out scorecards, and add time-stamped annotations for agents to review, all from single, intuitive user interface
Get a complete picture of every interactions
A combination of voice recording, agent screen recording, and omnichannel transcripts provides the context you need to holistically evaulate agents and identify areas of improvement
Track team performance, recognise results
Track team performance trends with accessible metrics that help identify top and bottoms skills. Reinforce positive behaviour and reward progress.
QM Assist
Turn every interaction into an opportunity to improve with AI-assisted QM
AI-enabled efficency
Leverage the power of artificial intelligence and speech analytics to streamline the quality management process for supervisors and analysts, so they can spend more time coaching agents
Never miss an oppportunity to improve
QM Assistuses Speech Analytics to provide searchable call transcripts and analyse customer sentiment, making it easier than ever to identify areas of improvement
End-to-end QM automation
Augment or completely replaceyour manual quality management process with fully automated, AI-driven interaction scoring that's custom tailored to your unique evaulation criteria
Voice & Screen Recording
A complete picture of every customer interaction
Voice and screen recording, better together
Synchronised playback of voice and screen recordings provides the context you need to holistically evaluate customer interactions, ensure compliance, and provide detailed feedback to improve agent performance
Powerful tools for analysis and feedback
Identify key conversational moments with a isual, waveform-based player and easily share recordings with others in the organisation
Sensitive customer data, secured
Ensure regulatory compliance by storing your recordings fully encryptedand according to your industry compliance needs
Collabrate your way to a bottom line
When companies bring their business communication tools together, they achieve a customer AND agent experience
98 %
of companies improved customer retention rates
68 %
Companies experienced a greater annual increase in customer profit margins
25 %
Of companies decreased agents turnover rates
Employee collaboration.
Capabilities
Talkdesk Phone
A modern phone for a modern warkforce
Simple onboarding and management
Easily manage numbers, onboard users and streamline business processes through one administration interface for all your contact and telephony needs
Integrated communications
Unify your business telephony and contact centre communications so agents can easily reach subject matter experts across the organisation to help resolve complex cases faster
Global reliablity
Get a cloud phone system with numbers in over 100 countries and budget-friendly international calling plans. Expect industry-leading call quality and a 100% uptime SLA, no matter where in the world you are
Talkdesk for Zoom
Enable cross-team collaboration for best customer experience
Real time collaboration
When a complex customer question requires assistance, agents can quickly engage a subject matter expert to join the conversation nd resolve the issue then and there.
Enhanced agent productivity
Eliminate application switching and boost agent productivity by allowing your agents to effortlessly find and collaborate with experts in your organisation from a single intereface
Frictionless routing
Provide friction-free routing brtween Zoom Phone and Talkdesk without interupting the customer experience
Maximise your cloud investments
Connect Zoom with Talkdesk and add the power of the fastest growing cloud phone solution in the industry to Talkdesk CX Cloud and drastically improve your total cost of wnership
Talkdesk for Slack
Contact centre meets collaboration for ultimate customer experience
Real-time alerts & notifications
Ensure critical business events and relevant contact centre insight are delievered to the right employees at the right time, by automating alerts & notifications in Slack straight from Talkdesk
Unified interface
Provide faster answers to complex questions. Agents can seamlessly connect with other agents, supervisors, or subject matter experts - without disrupting the customer experience
Simplified coaching
Improve team performance and efficacy by monitoring live calls and silently coaching agents with messages powered through Slack
Talkdesk for Microsoft Teams
Contact centre meets collaboration for the ultimate customer experience
Real-time alerts & notifications
Ensure critical business events and relevant contact centre insight are delievered to the right employees at the right time, by automating alerts & notifications in Microsoft Teams straight from Talkdesk
Unified interface
Provide faster answers to complex questions. Agents can seamlessly connect with other agents, supervisors, or subject matter experts - without disrupting the customer experience
Accurate coaching
Actively coach agents with real customer cases and improve team performance by automatically delievering notifications in Teams of contact centre calls that didn't meet your quality stanards or weren't resolved
