Works wonders for our teams!
July 30, 2019
Works wonders for our teams!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
Talkdesk is currently used by three of our Client Services departments, which mainly encompasses our Support Team, Strategic Account Managers and Digital Marketing Specialists. We initially implemented Talkdesk because of its ease of use, reliability, and reporting. The ring group structure also supported our current workflows which made the transition smooth and seamless.
Pros
- Reliability. Rarely do we encounter outages or issues that affect all three of our departments.
- Easy to use. From a user and admin perspective, the system is easy to use which helps prevent hiccups in the client experience.
- Reporting. The built-in reporting provided gives us insight into individual and team performance, which helps us keep employees more accountable.
Cons
- There are only two levels to the dispositions, which is how we categorize phone calls. Our cases are categorized using 3 levels, so additional options here would be great.
- We've run into some challenges with having an agent logged into more than one rotation, but receiving calls equally. I'm not sure if Talkdesk is able to support this concept.
- It's allowed us to maintain a service level of above 90% most months since last year.
- We've been able to successfully train others on the team using their call monitoring options which has been immensely helpful for new hires.
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