MetriNote – Talkdesk Delivers One-Two Punch with VoC & Agent Metrics

MetriNote – Talkdesk Delivers One-Two Punch with VoC & Agent Metrics

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Nov. 16, 2021 – Contact center-as-a-service provider Talkdesk has updated its workforce engagement and analytics solution sets with new customer feedback and agent performance management capabilities. With Talkdesk Feedback, organizations can capture, analyze, and act on voice-of-the-customer (VoC) feedback gathered via surveys deployed on any channel. With Talkdesk Performance Management, organizations get interactive data visualizations showing how agents and teams are performing against key performance indicators (KPIs) for the contact center. Additionally, with data pulled into the performance management dashboard from the customer feedback mechanism, organizations can tie VoC insight to agent performance metrics.

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