WORKFORCE ENGAGEMENT MANAGEMENT | QUALITY MANAGEMENT
Quality Management improves agent effectiveness.
Talkdesk Quality Management features.
Flexible forms
Create custom forms with an intuitive editor, or save time by leveraging an extensive library of pre-built templates.
Voice and screen recording
Play agents’ screen and audio recordings simultaneously for a complete picture of every customer interaction.
QM Assist
Accelerate and scale your QM processes by effortlessly extracting insights from your interaction transcripts, identifying customer sentiment, and leveraging automated scoring.
Contextualized feedback
Elevate your feedback with specific examples by adding time-stamped comments and reactions to interaction recordings.
Metrics and gamification
Easily track agent or team performance, and incorporate gamification to increase engagement and reward improvement.
Seamless coaching experience
A single, unified platform for WEM makes it easy to assign agents content to review and schedule time for coaching.
Effortless evaluations and actionable feedback.
Evaluate customer interactions, fill out scorecards, and add time-stamped annotations for agents to review. All from a single, intuitive user interface that helps you streamline the quality management process.
AI-enabled efficiency and automation.
With Talkdesk QM Assist™ you can augment and streamline your quality management process using AI and speech analytics. Leverage searchable call transcripts, customer sentiment analysis, and end-to-end automated interaction scoring.
"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.
