Overall Satisfaction with Talkdesk
We are using Talkdesk to monitor real-time stats of the whole team (inbound/outbound calls, chat, emails), data gathering for workforce usage, call reviews for our quality analysts, live monitoring for voice calls or chats for the team leaders as well as calibrate people when it comes to other things. It makes our lives easier - you can customize the page based on your preference or based on the things that you wanted to monitor. It's our one-stop app for everything that we need to run our center.
- Real-time view of stats.
- Customizable view on the reporting page.
- Productivity reports.
- Data analysis.
- 1 view for voice, chats, email.
- Can't measure AHT for each interaction, not per day.
- Increased agent productivity esp. in OMNI.
- Increased contact center generated revenue.
- Increased customer satisfaction by AFRT.
It's the one-stop app for everything that you need to run your business smoothly without having the hassle to get multiple apps. It is very user-friendly, manual guides are provided in case there is a clarification that's needed plus their POC can easily be reached via email and responses to inquiries and other stuff.
When it was first implemented it was a smooth transition from the old one. Didn't encounter anything unusual that caused a delay in the implementation of the project plus their POC is on standby for any questions that we may have. Smooth and easy and fast.
We were trying to improve our first response time in chat since we were exceeding the 10-second ideal time. With Talkdesk, it helped us understand what was hindering us in reaching the goal to get the 10 seconds. Since it provides real-time stats, we can easily call out the agents who need to work on it. And luckily, our first response time now is at 7-10.
Do you think Talkdesk delivers good value for the price?
Are you happy with Talkdesk's feature set?
Did Talkdesk live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Talkdesk go as expected?
Would you buy Talkdesk again?
It's the one-stop app for everything that you need to run your business smoothly without having the hassle to get multiple apps. It is very user-friendly, manual guides are provided in case there is a clarification that's needed plus their POC can easily be reached via email and responses to inquiries and other stuff. So you don't have to worry about getting into something unusual.