Overview Talkdesk Quality Management is an advanced solution designed to optimize the performance of customer service agents by providing comprehensive tools for evaluating and improving interactions. This software integrates seamlessly into the Talkdesk ecosystem, enabling organizations to leverage AI and automation to enhance their quality management processes. The platform allows businesses to create custom evaluation forms using an intuitive editor or utilize a vast library of pre-built templates, facilitating quick and efficient assessments. One of its standout features is the ability to record both voice and screen interactions, offering a complete view of every customer touchpoint. This dual recording capability ensures that evaluators can review not only what was said but also how agents navigated through their systems during the call. Features

• Flexible Forms: Customizable forms for evaluations with a library of templates.
• Voice and Screen Recording: Simultaneous recording of audio and screen activity for comprehensive reviews.
• QM Assist: AI-driven insights that extract key information from interaction transcripts, analyze customer sentiment, and automate scoring.
• Contextualized Feedback: Add time-stamped comments and examples directly linked to specific moments in recordings.
• Metrics and Gamification: Track performance metrics easily and use gamification to enhance engagement among agents.
• Seamless Coaching Experience: Unified platform for assigning review content and scheduling coaching sessions.
• Effortless Evaluations: Streamlined evaluation process with scorecards and annotations from a single interface.
• AI-Enabled Efficiency: Leverage speech analytics for automated interaction scoring and searchable call transcripts. Benefits
• Enhanced Agent Performance: Provides actionable feedback that helps agents improve their customer interactions.
• Improved Customer Experience (CX): Facilitates better service delivery by identifying areas for improvement in agent performance.
• Increased Engagement: Gamification elements motivate agents to enhance their skills and performance.
• Time Savings: Automating parts of the quality management process reduces the time spent on evaluations.