Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. Dedicated Desktop and Customer Journey Management. However, the nature of that transformation is continually evolving.

Customer Experience Management 96

Customer Experience Management Self Service Customer Experience Management 96

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40