The Talkdesk Difference: Ease of Use - Talkdesk - ContactCenterWorld.com Blog
From the very first inception of Talkdesk, there was always a basic idea that drove the direction of our product: other offerings in the call center space were complicated and Talkdesk had to be different. On-premise hardware was expensive and difficult to service, setup took months and changes to your call center could only be implemented by the provider.
Our call center software was created with the intention of being a solution to all that red tape. We wanted our customers to be empowered to manage their own call centers at every step of the process. The Talkdesk north star has always been the satisfaction of our customers’ customers and the simple truth is that the longer our customers are waiting for call center updates, the longer their customers have to wait as well.
When Talkdesk was founded, the goal was to create a call center that could be set up in five minutes. That idea worked! Talkdesk has grown at a staggering rate, primarily because of how easy it is for our customers get a call center up and running. With a couple of clicks, an admin can create an account, select a phone number and start making and receiving calls on Talkdesk. Once the account is set up, the same one-click process applies to how users to route call queues, manage agents and add any of the 25+ business integrations (including Slack, Salesforce, Zendesk and more).
Our customers don’t need to buy any extra tools to make and receive calls, just a computer and a headset. It’s extremely simple to set up and extremely easy to use.
Another way Talkdesk makes the contact center easier to use is automations. We’ve built a suite of pre-built automations that can be turned on or off with just one click. For more complicated automations, Talkdesk has a drag-and-drop recipe builder that allows admins to construct a call center process in any way that minimizes manual entry from the agents.
One of the best ways to keep an eye on how well a contact center is operating is to utilize Talkdesk’s real-time reporting. Our out-of-the-box reports make it easy for a team to measure the basics and customer report can be built in a matter of just a few clicks. No matter what metrics or time frame you’re assessing, Talkdesk’s reporting is built to streamline access to your company’s data.
Ongoing focus on self-service
Since Talkdesk’s product is always evolving, we make sure to continue offering new ways for our users to stay up to date on our call center software features. We update the Talkdesk Knowledge Base to include information on new updates and offerings the day they are live in the product.
Talkdesk also offers training modules for each of the different personas on Talkdesk Academy. Those courses are broken down by audience (agents, supervisors or admins) and offer a series of short videos and quizzes that can be completed in a couple of hours.
Another area to find helpful Talkdesk information is our webinar library, where we store in-depth conversations with internal product experts and external partners. These webinars are a way for Talkdesk to keep our community of users current on the most recent additions to our call center software and give live demos of the features. All these webinars are saved and are available to watch on demand whenever you want.
Talkdesk’s new app marketplace was designed to be the easiest for customers at every step. AppConnect solutions are easy to browse and a free trial can be set up with just a single click. Instead of researching tools, negotiating a contract and waiting for setup, Talkdesk users can just add new tools to their call center and see how they like them before deciding whether or not to buy them. After that, they don’t have to commit to any long-term usage, the solutions all utilize pay-as-you-go billing, so they can be turned off and on at will (a great option for seasonal usage).
We think that AppConnect is the easiest app marketplace out there, but then again, we built it to be just that. There is no red tape and no commitment, just companies getting direct access to new apps.
To learn more about Talkdesk and see it in action, click the button below and set up a conversation with a Talkdesk expert.
Publish Date: August 1, 2017 5:00 AM
2020 Buyers Guide Analytics
|3.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
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