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Talkdesk Is Your One-Stop Solution For Workflow
What do you like best about the product?
The best attribute of Talkdesk is its ability to simplify and streamline the intricacies of your day-to-day workflow. It minimizes the effort involved in toggling seamlessly from the main disciplines in the workplace like Email, Chat, and Phone while also maintaining transparency with your team when it comes to Lunch, Meetings, and Prep time. Another benefit to this app is you can utilize its widget mode or maintain it within your browser based on how you like to organize your screen. A big plus to someone who likes to have flexibility.
What do you dislike about the product?
The only notable weakness I've experienced with Talkdesk thus far is it tends to 'glitch' out from time-to-time; like being stuck in Not Ready For Calls when you clearly are or when you cannot accept incoming calls. Again, this is seldom but does occur. However, a simple restart always does the trick of fixing the issue in just a matter of seconds. A small note regarding its inability to customize the list of options available to you, it would be nice if we had the ability to add something we felt wasn't represented accurately based on our own workflow; like "Personal" for example.
What problems is the product solving and how is that benefiting you?
The main problem it solves is being able to minimize the number of windows/screens involved in switching between different disciplines while also being able to show your team/management when you're available and working and when you're not. It truly does everything for you to ensure that your daily routine is efficient. A significant benefit I've discovered from using Talkdesk is it truly simplifies your day-to-day with little-to-no disruptions at all. It's truly an app I can't imagine working without again, especially in this "remote-first" world we live in now.
Recommendations to others considering the product:
What are you waiting for? Give it a shot. You won't believe how easy it fully integrates into your workflow without any interruption. A true asset to companies big and small that are looking for an efficient solution to managing their team.
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User friendly. TD is a great tool that makes our work easier.
What do you like best about the product?
User friendly. You don't need any training to understand how it works.
What do you dislike about the product?
I would like to have a user option to see my stats such as "number of calls per day", "average time" on the phone and so on. This would be great to share with my manager and to add to our KPIs.
What problems is the product solving and how is that benefiting you?
Calling customers across Canada, no need to dial, just copy and paste from Salesforce.
Great reports and functions
What do you like best about the product?
I like the live reporting dashboard. Every user can individualise the dashboard depending on needs and interests.
What do you dislike about the product?
Nothing so far. Most things I dislike are due to functions that corporate sets globally.
What problems is the product solving and how is that benefiting you?
It gives a great reporting on call reasons and let‘s us monitor the realtime service level
Recommendations to others considering the product:
The explore option is great but the graphics could be displayed a little better as first of all: the description of the icons and stats could be a little better and secondly I would appreciate the possibility to filter by abandoned, missed and so on in the raw report of the calls.
Think of the call reasons you might have and try to be as precise as needed and don't use to many call reasons. I would recommend to rather change the call reasons more often than to have a huge amount of call reasons all the time, as this makes the after call work longer for every agent.
Think about the way you want to handle calls in your call center. Do you want the agents to make all the work during the call and have a low after call work or do you want them to postpone all work after the call to keep the after call work short. Furthermore you need to decide whether you want the agents to go out of the after call work themselves or if you give them a maximum amount of time to stay in the after call work and then change automatically to available again.
From my experience so far, you should trust the agents. They will eventually develop a feeling of how the shift is going and how many calls are coming in.
Think of the call reasons you might have and try to be as precise as needed and don't use to many call reasons. I would recommend to rather change the call reasons more often than to have a huge amount of call reasons all the time, as this makes the after call work longer for every agent.
Think about the way you want to handle calls in your call center. Do you want the agents to make all the work during the call and have a low after call work or do you want them to postpone all work after the call to keep the after call work short. Furthermore you need to decide whether you want the agents to go out of the after call work themselves or if you give them a maximum amount of time to stay in the after call work and then change automatically to available again.
From my experience so far, you should trust the agents. They will eventually develop a feeling of how the shift is going and how many calls are coming in.
A True Partnership
What do you like best about the product?
The Talkdesk team continues to be very supportive and responsive, as we tackle key customer facing initiatives. Ongoing, consistent communication has been critical to our success over the past nine months.
What do you dislike about the product?
System maturity - some functionality is not fully deployed.
What problems is the product solving and how is that benefiting you?
Enhanced customer interactions within our voice channel, improved staffing efficiencies, and a simpler agent interface.
Works very well
What do you like best about the product?
Call quality is very clear and good. Hides the original number. We can save the recordings. It dials every quickly.
What do you dislike about the product?
Never faced any problem. There is nothing that I don't like, everything Is very good and it works very properly.
What problems is the product solving and how is that benefiting you?
Customer problems. Quality assurance.
EASY TO USE
What do you like best about the product?
TALK DESK IS SO EASY AND RELIABLE - I HAVE BEEN SATISFIED USING IT.
What do you dislike about the product?
I HAVE NOT FOUND ANYTHING I DISLIKE. I HAVE NOT TRIED THE APP
What problems is the product solving and how is that benefiting you?
USING WITH A CALL CENTER AND EVERYTHING WORKS WELL
Recommendations to others considering the product:
NONE AT THIS TIME
Talkdesk
What do you like best about the product?
What I like the best is the Reporting side and how you can control the agent status.
What do you dislike about the product?
I think it would be that there's no option for auto answer.
What problems is the product solving and how is that benefiting you?
It helps us with the agent reporting and keeping track of the avail time.
Recommendations to others considering the product:
Make sure to check their support site for better understanding about the reporting.
Ease of access
What do you like best about the product?
The dashboards for call monitoring are very helpful. The ability to toggle or modify widgets on the dashboard helps us look for what we need and when we need it.
Real time data is a +
Real time data is a +
What do you dislike about the product?
Talkdesk could incorporate more reports on the dashboard like number of calls handled by the agent on the Live Agent widget or something like that
more customization options
more customization options
What problems is the product solving and how is that benefiting you?
SVL and AHT are huge factors that weigh in daily and with Talkdesk it has been sailing smoothly. From our previous tool our SVL has been down for months but with Talkdesk we've been passing our goals almost daily.
Recommendations to others considering the product:
Easier contact for support in case issues arise with the tool that need immediate action due to impact that may come
Great communication
What do you like best about the product?
the ease of use, the clarity of the calls are great as well
What do you dislike about the product?
sometimes when trying to use the widget version, it doesnt work for me for some reason.
What problems is the product solving and how is that benefiting you?
no problems at the moment
Talkdesk Is Extremely Helpful.
What do you like best about the product?
I like using Talkdesk because it makes my job a lot easier by knowing what Members are calling and they can even leave voicemails for me when I'm offline.
What do you dislike about the product?
I can't think of anything bad about Talkdesk.
What problems is the product solving and how is that benefiting you?
I love how tickets automatically generate when a Member calls and their information comes up making it easier for me to verify their identities and quickly solve their problem. The benefit that I have experienced using TalkDesk is that it's easy to navigate through TalkDesk and making outbound calls is quick and easy.
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