WORKFORCE ENGAGEMENT MANAGEMENT

A seamlessly integrated WEM experience.

Elevate your workforce engagement strategy with a seamlessly integrated user experience for training, managing, coaching, and empowering your agents. Save valuable time and effort for supervisors, quality analysts, and resource planners.

WORKFORCE ENGAGEMENT MANAGEMENT | COMPLIANCE AND MONITORING

Mitigate the risks of a distributed workforce with Talkdesk Guardian.

Gain better visibility over user activity and network performance.

Uncover operational inefficiencies and potential compliance issues you didn’t know you had. Oversee remote agents with confidence by knowing who is logged in and the quality of their connections.

WORKFORCE ENGAGEMENT MANAGEMENT | WORKFORCE MANAGEMENT

Talkdesk Workforce Management, delivering a better experience for agents.

Unparalleled efficiency and ease-of-use.

Simplify and automate the process of forecasting, staffing, and scheduling, so that your supervisors and resource planners can spend less time struggling with technology, and more time getting results.

WORKFORCE ENGAGEMENT MANAGEMENT | INTERACTION RECORDING

Get a picture of every conversation with Interaction Recording.

Voice and screen recording, better together.

Synchronized playback of voice and screen recordings paired with live monitoring and barging provides the context to holistically evaluate customer interactions, ensure compliance, and provide detailed feedback to improve agent performance.

WORKFORCE ENGAGEMENT MANAGEMENT | QUALITY MANAGEMENT

Quality Management improves agent effectiveness.

Effortless evaluations and actionable feedback.

Evaluate customer interactions, fill out scorecards, and add time-stamped annotations for agents to review. All from a single, intuitive user interface that helps you streamline the quality management process.

WORKFORCE ENGAGEMENT MANAGEMENT | AGENT COACHING & PERFORMANCE

Develop teams that deliver exceptional CX with

Performance Management.

Empower management with insights and benchmarks.

Leverage leaderboards and interactive visualizations that provide a holistic view of agent and team performance from day one. Equip your supervisors with the insights they need to evaluate results against goals and peer benchmarks across metrics like CSAT, AHT, Quality Scores, and more.

WORKFORCE ENGAGEMENT MANAGEMENT | KNOWLEDGE MANAGEMENT

Get answers, not articles with Talkdesk Knowledge Management.

Enable contact center staff to author answers for customer queries.

Bring frontline experience to your knowledge base. Give customer service experts autonomy to create more accurate answers for variables like customer intent, communication channel, and ring group.