Developed by Envision•Updated 09/21/2020•Version 12
Record voice and agent screens. Customizable evaluation forms to score interactions & identify areas for improvement. Drive a consistent, fair QM process to ensure agents are effective, engaged; decrease attrition while improving customer experience.
Use scorecards to identify the most important calls to review using information, such as, silence, over-talk, and spoken words. Rather than randomly identify calls for evaluation and review, scorecards and auto evaluations can provide you insight into the 1% of calls that may matter the most.
All the benefits of WFO without the high costs of implementation, upgrades and hardware. A multi-tenant secure cloud application including recorded voice/screen interactions, data & speech analytics, coaching, eLearning, gamification and agent tools.
Be alerted to trends in the contact center and with agents. Compare quality vs. productivity. Use data to find high value interactions for quality review and analytics. Use data inside the contact center and within the Enterprise.
Improve agent performance with coaching and eLearning. Create custom eLearning and best practice clips using actual interactions; deliver them directly to the agent’s desks. Send eLearning during slow times; coach your agents for free!
Adhere to PCI compliance and HIPAA mandates to not record sensitive data by pausing both voice and screen recording. Avoid fines and potential breach of trust with customers by not collecting this information nor storing it within your interactions.
for 30 days
Get immediate access to Envision's award-winning Click2Coach application portal and view tutorial clips, navigate the UI and learn some of the features available to Talkdesk customers.
Click2Coach provides a powerful quality monitoring platform that allows you to record agent-customer interactions including voice, screens and Talkdesk call meta data to easily search, filter and evaluate interactions. Customizable evaluation forms and analytics dashboards allow you to identify areas for improvement and Click2Coach provides to tools for targeted coaching and eLearning. More advanced capabilities are available including speech analytics with transcription, scorecards, PCI compliance, LiveView, amongst others.