Make timely and better-informed decisions to drive contact center performance with Talkdesk Live, a tool that enables real-time monitoring of key metrics like service level, average wait and handle time, and others. Customize your real-time dashboards, set alerts, and share live performance metrics to track your key performance indicators and motivate teams to deliver an exceptional customer experience.
Vendor
Talkdesk
Company Website
Overview
Talkdesk Live is a powerful analytics tool designed for contact centers, enabling real-time monitoring of key performance metrics. This software allows businesses to stay on top of service levels, optimize staffing, and proactively address emerging issues. With its intuitive interface and customizable features, Talkdesk Live empowers teams to make informed decisions that enhance customer experiences.
Features
- Pre-built Dashboards: Access a library of pre-configured dashboards that visualize essential insights quickly.
- Custom Dashboards: Create personalized dashboards tailored to specific needs and share them effortlessly with team members.
- Wallboard Mode: Display key metrics on any screen for visibility across the organization.
- Real-time Alerts: Set conditional rules to receive instant notifications about critical issues.
- Agent Monitoring: Monitor interactions live and provide coaching through features like call barging.
- Live API Integration: Integrate real-time data into existing CRM, BI, and other core systems for seamless operations.
Benefits
- Instant Data Access: Gain immediate insights into performance metrics such as service level, average wait time, and handle time.
- Proactive Management: Identify trends and performance pitfalls quickly to allocate resources effectively.
- Enhanced Team Performance: Foster a performance-driven culture by providing constant visibility into team results against targets.
- Improved Customer Experience: Ensure timely responses to customer queries by efficiently managing communication channels like email, chat, and SMS.