SAN FRANCISCO–(BUSINESS WIRE)–Talkdesk®, Inc., the global customer experience leader for customer-obsessed companies, today announced the addition of Talkdesk Feedback^TM and Talkdesk Performance Management^TM to its workforce engagement and analytics solutions suites. The new capabilities connect customer feedback and contact center agent performance at scale, enabling organizations to develop and retain agents and empower them to provide even better customer experiences (CX).

While many organizations have realized benefits from equipping their contact center teams to work remotely during the pandemic, including access to a wider talent pool and boost in agent morale, obstacles remain. According to recent Talkdesk Research^TM, 61% of organizations plan to adopt a hybrid work model permanently, but cite performance management, training, and onboarding as among the top challenges of a hybrid approach. In response, 78% of CX professionals say they will prioritize investment in workforce engagement management tools.

Designed with these needs in mind, the new Feedback and Performance Management capabilities enrich the Talkdesk CX Cloud^TM platform by working seamlessly with Talkdesk customer experience analytics including comprehensive real-time and historical reporting, and AI-automated quality management. This tight integration means companies can identify and act on issues as they arise and measure impact on agent performance, as well as overall CX. Specific features and benefits include:

• Talkdesk Feedback – Easy-to-create and deploy surveys on any channel to capture, analyze, and act on customer feedback. Customer feedback can also be tied to agent performance metrics by sending feedback data directly to Talkdesk Performance Management. With greater “voice of the customer” insights, businesses can identify trends, opportunities and pain points, and make informed decisions that lead to increased customer satisfaction.
• Talkdesk Performance Management – Interactive, leaderboard-style data visualizations showing agent and team performance across a variety of critical contact center key performance indicators. Calculates and displays performance benchmarks and goals, while providing performance exception notifications that encourage agents to become more invested in their individual results. Managers can additionally uncover areas for development and further engage with agents through context-aware, click-to-coach workflows.

“With the tourism industry roaring back, it’s critical we ‘wow’ customers every chance we can, which is why we’re so excited about Talkdesk Feedback and Talkdesk Performance Management,” said Preston Tewell, Help Desk Technician/Applications Support, City Experiences by Hornblower. “These new products will help us better capture and act on our customer feedback, and we’ll be able to use those customer insights to create coaching and training plans that are tailored specifically to the unique needs of each agent, ultimately empowering them to provide even better customer experiences.”

“Engaged contact center agents spark great customer experiences,” said Charanya Kannan, chief product and engineering officer, Talkdesk. “With Talkdesk Feedback and Talkdesk Performance Management, organizations can deepen agent engagement by connecting performance with customer feedback to offer more effective coaching for better agent and customer outcomes.”

Additional Resources

• Read the blog on how to connect customer feedback with contact center agent performance
• See why Talkdesk Phone helps unify collaboration and contact center applications for today’s hybrid workforce
• Download the Gartner 2021 Magic Quadrant for Contact Center as a Service to learn why Talkdesk was named a leader in CCaaS

About Talkdesk

Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, deep vertical expertise, and global footprint reflect our commitment to ensuring that businesses everywhere can deliver better customer experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes. Over 1,800 innovative companies around the world, including Acxiom, Fujitsu, Hunter Douglas, IBM, Trivago, Tuft & Needle, YMCA, and 2U partner with Talkdesk to deliver a better way to great customer experience. Learn more and request a demo at www.talkdesk.com.

Author Information

Sherril Hanson

As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.

Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.