Talkdesk by Role: Contact Center Admins - Talkdesk - ContactCenterWorld.com Blog
Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. In any contact center, the admin has the most responsibility because they make sure things are operating smoothly for everyone else.
With that in mind, Talkdesk has given admins the utmost ability to make changes to their contact center with the least red tape. It all starts with the first action the admin takes: setting up the contact center. Speed and ease of setup were crucial to early versions of Talkdesk and now that the product is more mature, it still takes just minutes to get started making and receiving your first calls.
One of the biggest ways Talkdesk empowers admins is through our self-service backend tools. Buying phone numbers, adding new users and creating ring groups can all be done with just a few clicks and doesn’t need to involve new hardware or anyone from the Talkdesk team. The gives admins the power to fully control the structure of the contact center and make changes at a moment’s notice to keep up with customers.
Even tasks that were once complicated are now as easy a few clicks in Talkdesk. For example, creating an IVR menu doesn’t requires hiring a voice actor and sticking to a rigid list of options. Talkdesk’s text to speech feature allows admins to simply type in IVR options and assign them to ring groups. This can be initially set up in just a few minutes and can be updated as often as you like with no loss in quality.
One the contact center is set up, admins can see a list of all members, including their phone numbers, status and ring groups. All of that information can be edited in real time to adapt to changes in the team or in the caller base.
Talkdesk admins also have access to customizable real-time dashboards that let them see how the team is performing from a high level. If there are changes that need to be made as a response to that data, Talkdesk contact center preferences (call recording options, operating hours, voicemail settings, sentiment settings) can all be changed with a simple on/off toggle.
Even more complex actions like creating new dispositions or editing the sentiment message can be managed in just moments. Every action the admin has to take in order to make his or her contact center more efficient or better optimized for the caller has been optimized by Talkdesk to take as little time and energy as possible.
The biggest way that Talkdesk empowers admins to manage their contact centers is in the automation management. Not only does Talkdesk offer 25 out-of-the-box integrations with today’s most powerful business tools, but the admin can create recipes for those automations using a simple drag-and-drop tool. In less than a minute, an admin can set up an automation to eliminate manual work.
Want to create a task in Salesforce to follow up on all abandoned calls? Just create an automation to perform exactly that action and email the appropriate agent to follow up. With no additional work, your team can now instantly take care of the caller with that abandoned call.
Talkdesk integrates with Slack as well, so teams can receive real-time messages any time a certain event happens. For example, if an admin wants to reduce wait time, they could create an automation to send a Slack message to a supervisor every time a queue gets longer than five callers. From there, the supervisor could re-assign agents or change some agent statuses to respond to those calls faster.
Talkdesk was made for admins who want the most control and the least amount of complications. If you’re interested in learning more about Talkdesk for admins, just click the button below.
Publish Date: August 22, 2017 5:00 AM
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