The Talkdesk Advantage: A Simple Contact Center Software for Our Customers’ Customers - Talkdesk - ContactCenterWorld.com Blog
At the core of Talkdesk is a dedication to our customers’ customers, to the people under stress who pick up the phone in hopes of finding a person who can resolve their issue. What we build is for our customers to use, but the people we want to help the most are the callers who benefit from that technology.
How we measure success with those end callers is through minimizing their customer effort, but since we don’t interact directly with them, our goal is to make contact center software that is easy. The thinking is that complications with contact center software will increase the effort of our customers and that extra effort will get passed on to their customers. If a contact center takes two full minutes to identify a customer, that customer is waiting two full minutes before their problem is even addressed.
Talkdesk’s simplicity is designed to be passed on to the end caller. The reason that we design a contact center that can be set up in just a few minutes is so that company’s customers can start having their problems solved as soon as possible. The same is true for other management tasks. The sooner an IVR is created, the sooner customers can begin using it to navigate to the appropriate agent. The easier it is for contact centers to add new agents, the sooner those new agents can begin resolving caller issues. The effort saved in managing the contact center is converted into effort used to help customers.
Talkdesk is loaded with advanced contact center features that are strikingly easy to use. For example, our Callbar brings the advanced functionality of Talkdesk into a standalone app that allows agents to view caller information without having to switch between tabs as frequently. This extra time saved is translated to the caller in the form of shorter talk times and less silence during the call while the agent looks up information. The same is true for Talkdesk’s 25+ integrations. The easier it is to connect Talkdesk to other business tools, the sooner the callers can benefit from quicker access to that information.
One of the biggest focuses for Talkdesk has always been the availability of real-time reporting. With Talkdesk Live, contact center admins and supervisors have access to analytics that let them optimize operational flow to help callers get exactly what they need. Our philosophy is that the sooner contact centers can be alerted to the need to make adjustments, the sooner they can make them and the sooner the callers can benefit. There are 15+ pre-built reports and easy-to-create custom dashboards to help contact centers make things easy for their callers.
The release of AppConnect is the next chapter in Talkdesk’s growth and moves that simple functionality to developers looking to create their own contact center apps. It’s a brilliant new way to allow contact centers to try, but and manage new tools that will improve customer interactions. AppConnect offers a whole suite of new productivity tools that increase efficiency and minimize effort for the agents and the customers who call in.
To see how simple Talkdesk is to use and start brainstorming ways to reduce effort for your customers, click the button below to schedule a demo of Talkdesk for your company.
Publish Date: October 26, 2017 5:00 AM
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