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TalkDesk

DOWNLOAD: 2021 Talkdesk global contact centre KPI benchmarking report

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By Talkdesk

At Talkdesk, we know the importance of benchmarking in driving strategic business decisions. Featuring our proprietary data, the brand new Talkdesk KPI benchmarking report analyzes the impact of the turbulence of 2020 on contact centre performance across five operational metrics applicable to every industry.

What you will learn:

– The importance and benefits of benchmarking.
– How contact centre metrics changed during 2020 compared to 2019.
– How your contact centre performance stacks up against peers across industries, regions and company sizes.
– Tips to optimize your contact centre and improve CX.

Click here To Download

WEBINAR REWIND: How AI is delivering a new generation of CX Analytics

 960 640 Stuart O'Brien
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Don’t worry if you missed TalkDesk’s recent webinar – You can now re-watch the entire session online!

Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and customer metrics. Has your approach to analytics been re-evaluated to take advantage of today’s cloud and AI technology?

In the webinar, Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, LLC, and Rob Peterson, Head of CX Strategy at Talkdesk, pull back the curtain on the analytics “black box” and introduce a vision to measure technology as a leading indicator of exceptional CX and business outcomes.

Click Here To Watch Again

Talkdesk recognizes the importance of measuring and evaluating your KPIs, to make informed and strategic business decisions. The brand new 2021 Talkdesk KPI benchmarking report analyzes how contact center metrics changed during 2020 compared to 2019 and provides you with insightful tips on how to optimize your contact center and deliver superior CX. Download our KPI benchmarking report here.

WEBINAR: How AI is delivering a new generation of CX Analytics

 960 640 Stuart O'Brien
By:
0

Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and customer metrics. Has your approach to analytics been re-evaluated to take advantage of today’s cloud and AI technology?

Join Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, LLC, and Rob Peterson, Head of CX Strategy at Talkdesk, as they pull back the curtain on the analytics “black box” and introduce a vision to measure technology as a leading indicator of exceptional CX and business outcomes.

Speakers:
Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics
Rob Peterson, Global Head, CX Strategy and Value Consulting at Talkdesk

Date: Wednesday, July 14, 10 a.m. PT | 1 p.m. ET | 6 p.m. BST

Click Here To Register

Can’t join us at 10 a.m. PT? Sign up for our session on July 15, 10 a.m. BST

Why VPN is a poor choice for enabling a remote call center staff

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By Steve Bell, TalkDesk

In my previous blog, I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. In this blog, I explore the challenges and pitfalls of a common alternative tactic many companies are employing to enable remote agents: using Virtual Private Network (VPN) connections to their legacy on-premises phone system.

Decision Time

IT executives across the globe are currently facing the urgent need to remote enable their contact center staff. If you’re still running an on-premises phone system, chances are you already have a VPN network in place to support a percentage of teleworkers – maybe 10 to 20% – for disaster recovery scenarios. So, one reaction might be to extend that VPN network to your entire staff, leaving your on-premises phone system in place.

On the other hand, you know you’ve been wanting to move your contact center to the cloud to take advantage of efficiencies, cost savings and better customer experiences, but haven’t had a compelling event to make the move. If there was ever a compelling event, COVID-19 is it. This is your company’s justification to move to the cloud immediately. Why not embrace the opportunity?

Which of these alternatives – VPN or Cloud – makes the most sense in terms of speed, cost and reliability? Spoiler alert: the right answer is NOT VPN. Click here to discover why.

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