Item: Talkdesk
Rating: 9
Author: Roberto Gavidia

Use Cases and Deployment Scope

We use Talkdesk in order to monitor team members' performance. First of all, we use the Observe AI application that's within Talkdesk in order to give coaching sessions to our team members. It helps us with identifying the areas of opportunity to be improved and the action plans that need to be executed. We also use it to monitor average handle time (AHT), pick-up rate reports, and agent status. The business problems that it addresses are mainly associated with showing detailed visibility of the areas of opportunity in each key performance indicator. In other words, we can address those areas in a timely and more effective manner.

Pros and Cons

It shows excellent reports with detailed areas of opportunity to be addressed in a timely manner.
It helps monitor team member's performance in a more effective way.
It shows an excellent visibility of crucial key performance indicators

When team members take calls, sometimes it gets frozen. It shows an error message with a sad face.
It takes long to load the data of some specific reports like the pick-up rate reports.
It doesn't show the breakdown of calls that are intentionally disconnected by team members.

Return on Investment

Increased contact center generated revenue.
Reduced average handle times
Increased agent productivity

Usability

I think it's friendly to use. It has many features that allow managers to identify team members' areas of opportunity in a timely manner.

Implementation Rating

I think it's fast enough to record call data that can be used for future references in every coaching session.

Exceptional Examples of Talkdesk Support

It was back in May 2022. One of my team members was having difficulties with the calls. He reported disconnected calls multiple times. We tried to troubleshoot it by restarting the PC, we deleted cookies and finally, a member of the IT department, decided to have the CPU replaced to see if it'd worked. I continued to see the same behavior. So, I went into the agent status report and realized that the team member was releasing calls.

Key Insights

Do you think Talkdesk delivers good value for the price?

Yes

Are you happy with Talkdesk's feature set?

Yes

Did Talkdesk live up to sales and marketing promises?

Yes

Did implementation of Talkdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Talkdesk again?

Yes

Other Software Used

Slack, Zendesk Talk, Salesforce Experience Cloud

Likelihood to Recommend

Talkdesk is well suited to creating reports like the agent status report that shows the breakdown of the activities being performed by a team member. It helps determine whether the team member is trying to avoid his/her responsibilities or not. I don't think Talkdesk is appropriate while show all the agent statuses online. For example, if want to see whether a member is offline or not, I need to go to a different page.

You're looking for a high quality software to monitor team members' performance? Talkdesk it there for you.

Overall Satisfaction with Talkdesk