Talkdesk has added new capabilities to its workforce engagement and analytics solutions suites that connect customer feedback with contact centre agent performance.
Now part of the Talkdesk CX Cloud platform, Talkdesk Feedback and Talkdesk Performance Management were designed to improve agent engagement by including customer feedback in interactive performance data.
Managers can use this customer feedback to identify agent knowledge gaps for personalised coaching.
Charanya Kannan, Chief Product and Engineering Officer, Talkdesk, said: “Engaged contact center agents spark great customer experiences.”
“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.”
When it comes to specific features of the solutions, Talkdesk Feedback helps with creating and deploying surveys, and analysing customer feedback, which is then used for reviewing agent performance metrics.
Talkdesk Performance Management ranks agents in a table based on their performance. It also includes exception notifications that encourage agents to achieve their goals.
The company claims their customers are “very excited” about new capabilities which they believe will help them “create coaching and training plans tailored to the unique needs of each agent”.
According to the company’s report on employee engagement, only 42% of organisations were using employee satisfaction (ESAT) scores to measure engagement in the contact centre.
A month ago, Talkdesk released another solution that boosts agent productivity.
