Leading cloud contact centre provider, Talkdesk, recently announced some new additions to its 20-in-20 program. The Talkdesk CXTalent experience, and Talkdesk Academy are here to offer new opportunities for education and growth for today’s job seekers.
Talkdesk CXTalent is a talent platform for system administrators, supervisors, and agents. The service connects skilled people looking for work-from-home roles with innovative businesses in search of contact centre experts. This is the 14th product in Talkdesk’s 20-in-20 program, and it aims to help professionals find crucial job opportunities, while reducing the pressure in the contact centre.
At the same time, Talkdesk Academy is offering free training to job seekers, so that they can develop the skills they need to excel in this environment. The Academy provides four levels of coursework, alongside Talkdesk certifications.
Supporting Customer Service
The customer service landscape has seen a massive impact as a result of COVID-19. Countless companies are losing revenue and workers in this environment. Halifax and Verizon have both been forced to close their call centres, and many employees are left out of a job. Some contact centres are even turning to Business Processes Outsourcers for help coping with the influx of demand.
The delivery of Talkdesk Academy and CXTalent helps to support both job seekers and employers in this complicated environment. According to the CEO of Talkdesk, Tiago Paiva, social distancing, and work from home requirements are forcing contact centres to shut down if they can’t let people work remotely. CXTalent and Talkdesk Academy will offer solutions to both struggling workforces, and out-of-work individuals.
The Talkdesk CXTalent platform provides a gig economy landscape supported by Academy and open to all customer service providers in need of talent. Companies can find qualified candidates in the marketplace and hire easily to fill their open roles.
Talkdesk CXTalent uses advanced tools like artificial intelligence to pair job seekers with organizations keen to hire for remote roles. The system uses Talkdesk IQ to group and pair potential candidates with roles based on experience, certifications, and skills. Customer service providers will scale and add contact centre operations with certified and available professionals, ranging from advanced administration to agent.
Empowering the Changing Workforce
According to Zeus Kerravala, the principal analyst and founder of ZK Research, we’ve seen an immediate shift in “to hire” staff by video-only interviewers. CXTalent will deliver another layer of knowledge and resources for today’s businesses. Talkdesk CXTalent has the power to transform contact centre staffing strategies, particularly in this challenging time.
With this CXTalent solution, business leaders will be able to scale their customer service teams faster than ever. At the same time, Talkdesk Academy ensures that individuals in on the talent platform will have the skills that they need to serve their employers effectively.
The Academy follows a multi-step process to prepare administrators, supervisors, and agents with excellent techniques, best practices, and hands-on instruction in managing, using, and administering Talkdesk for the remote cloud contact centre service, and support operations. Talkdesk Academy graduates even get credentials to highlight their new skills. The benefits of this Academy should continue to make an impact on the landscape beyond the COVID-19 pandemic.
The combination of Talkdesk CXTalent and Talkdesk Academy offers a unique and compelling solution to the complicated problems that today’s businesses face. The rapid rise of unemployment, combined with an increase in customer service demand has been a significant issue for many communities. The new Talkdesk products will ensure that businesses can access the talent pool they need to provide great service in these trying times.
