Revised 11/05/2024
WHAT IS TALKDESK?
Talkdesk is a state-of-the-art cloud-based contact center platform that enables users to have meaningful interactions with customers and provide a one call solution.
To support brands and manage expected growth, the need was high for innovative, reliable call center technology. Through months of research and RFIs (Requests for Information), interviewing and demoing with a list of providers, a unanimous decision was made to partner with Talkdesk as the official phone system of TurnPoint Services.
Learn more about this partnership here: TurnPoint & Talkdesk
WHY TALKDESK?
Talkdesk provides a streamlined way of communicating with customers while integrating other technologies that will allow continuous improvement in customer experience.
Here are a few immediate advantages of using Talkdesk:
1. Answer More Calls: Auto-answer and a standardized IVR will increase the percentage of calls answered by your brand.
2. Save Money: Workforce Management ensures proper allocation of resources by the hour, improving first call resolution & reducing costs spent on 3rd party share services.
3. Satisfy Customers: Evaluate agent interactions through Quality Management and provide actionable feedback needed to deliver exceptional customer experiences.
TURNPOINT IMPLEMENTATION TEAM
The TurnPoint Team supporting your brand through the Talkdesk migration:
Demand Handling & Demand Planning Team
Pagan Manager of Demand Handling & Demand Planning Optimization
Portman Manager of Demand Handling & Demand Planning Optimization
Sunshine
Anna
IT Team
Derrick Walker Sr. Support Analyst
WELCOME TO TALKDESK MIGRATION
IMPLEMENTATION PLAN
The chart below displays the phases of Implementation for each brand onboarding to Talkdesk:
Discovery
•Current Set-up
•Computer Assessment
•Network Testing
•Agents & Favorites List
•Provide documented booking Processes Configuration
•Build IVR Call Flows
•Brand and Agent Set-up
•Service Titan Integration - Call Bubble API
Go-Live Prep
•Discovery, Configuration, Testing/Training Complete
•Quiz to determine go-live readiness.
•Knowledge Management Testing/Training
•User Acceptance Testing (UAT)
•Network Load Testing
•Virtual Training for Supervisors & Agents
Go-Live
•Go-Live Support with TurnPoint.
Post
Go-Live Support
•Contact TurnPoint IT ProDesk
•Rollout of additional of features:
•Workforce Management
•Quality Management
COMPATIBLE HEADSETS
Talkdesk uses softphones software through the app to connect users with customers, eliminating the need for physical desk phones.
To ensure optimal sound quality, please make sure all users have a compatible headset before Training & Testing.
Recommend headsets are:
✓ Wired Noise cancelling
✓ Have a 3.5mm jack (USBo.k.)
✓ Have a built-in microphone
Click below to view recommended headsets::
Talkdesk Recommended Headsets
NOTE: Per Talkdesk, it is fundamental that headsets are not connected via Bluetooth (wireless connections) as they can fail or cause audio issues including missing speech or delays.
TALKDESK NETWORK ASSESSMENT
All users need proper network connectivity for the application. Have every team member, whether in the office or remotely, complete the network test on their computer. It takes about 2-3 minutes per computer.
Where to run the Network Test:
All users (CSRs,DSRs,InsideSales,Managers,etc.)must run the Talkdesk Network Test from where they will primarily work.
• Remote Users: Instruct remote users to test from your home internet setup. (Note:CellularWi-Fiservicescauseunstableconnectionsandpoorcallquality)
• Office Users: Ensure office-based users perform the test from their workstations.
• Hybrid Users: For users who work from home and in the office, they should complete the test in both locations.
• Headset Use: The test should be run using the headset that will be used for call handling.
How to begin Talkdesk Network Assessment:
1. Access the Assessment: Click the following link on the computer being tested Talkdesk Network Assessment.
2. Start the Test: Enter your work email address & click “Start”
3. Enter Test Code: Input the 23-character alphanumeric Test Code on the Network Results Form. (Locatedatthetopofthescreen)
Network Results Form: (Note:IfanyresultsareinRED,pleasereachouttoITtalkdeskhelp@turnpointservices.combesuretoincludetheNetworkTestID)
After completing the Network Test, ensure each user provides the following information on the Talkdesk Network Results Form.
1. Work Email Address
2. Test ID Code
3. Type of Connection Used: Ethernet Cable or Wi-Fi
4. Test Location: Home or Office
NOTE: Talkdesk recommends using an Ethernet cable instead of Wi-Fi for better connectivity performance. Please check with each user, especially remote employees, to ensure their computer is connected via Ethernet.
The First Step In The Onboarding Process:
Our goal is to cause as little disruption as possible to your flow of business. Most of the work will be done by the Talkdesk Implementation Team, however, we will need to collect some important information to properly configure your new environment. To begin your migration to Talkdesk, please complete the 2 questionnaires by clicking on each link below:
Demand Handling Talkdesk Questionnaire
NOTE: Please thoroughly answer all questions. Configuration cannot begin until the Discovery is complete..
Demand Planning Talkdesk Questionnaire
TALKDESK KNOWLEDGE MANAGEMENT SETUP
Talkdesk Knowledge Management is an internet-like searching system that provides users with answers to customers’ questions, scripts, and job booking instructions. Through Artificial Intelligence, Agent Assist will be able to provided recommendations to the user while on the phone with a customer. The Talkdesk Implementation Team will input your initial Knowledge Management information. After Go-Live it will be the Supervisor’s/Manager’s responsibility to update, remove, or add information.
The following steps show how to setup a template in the Talkdesk Knowledgebase OneNote to add brand information, scripts, and job booking processes:
1. Click this link to access the OneNote: Talkdesk Knowledgebase
2. Click on your brand name on the left-hand side of the screen.
3. A list of pages will show up to the right of the section. Each page contains a template.
4. Fill in the information on the template that correlates with the title of each page.
5. Other brands’ sections are available to reference as an example.
Once all the brand information is in the Talkdesk Knowledgebase OneNote, please send an email to demandhandlingteam@turnpointservices.com
TALKDESK KNOWLEDGE MANAGEMENT
Maintaining Knowledge Management postproduction is important for leveraging technology to improve agent performance and the customer experience.
Best
Practices:
➢ Title all cards with Brand Name first (e.g.,TigerDispatchProcess)
➢ Add Tags to filter articles on the Cards page (e.g.,Membership Process)
➢ Assign the Ring Groups that need to view the content. (e.g., Tiger_Dispatch)
Note: At this time, managers can view Intents but cannot create/edit. Please submit a support request to update Intents.
Knowledge Management Overview
• Pre-requisites
• Access and Permissions
Knowledge Management Cards: FAQ
• What are cards?
• How does it work?
• How do I manage cards I’ve created?
• Where can a user access the feature?
Using Cards
• Creating Cards
• Managing Cards with Intents
Intent Models FAQ
• What are utterances, intents, and entities?
• How can I know which intents I should add?
Intent Model Selection
Agent Assist: Knowledge Search
TALKDESK TRAINING & TESTING
TALKDESK SUPERVISOR TRAINING
Supervisor/Manager
Pleasereviewthefollowingself-pacedtrainingsintheorderlisted.
Talkdesk – Agent Training Slide Deck
Talkdesk – Supervisor Training Slide Deck
TALKDESK AGENT TRAINING
Agent/User
Pleasereviewthefollowingself-pacedtrainingbelow.
Talkdesk – Agent Training Slide Deck
The next step after all users have completed the Talkdesk training:
➢ Please email the Talkdesk Project Manager that all users have completed training.
➢ Users will then receive a link to the Talkdesk Readiness Quiz by email (PoweredbyQualtrics).
➢ To ensure everyone is ready to for Go-Live, please have CSRs complete the quiz.
✓ Links are good for 14 days and are unique to each user. (Notshareable)
✓ Passing grade for the quiz is 80%.
✓ Managers will be notified of all users' results.
✓ Anyone who does not pass will need to redo the training and retake the Readiness Quiz before Go-Live.
Note: If your brand does not have everyone pass the test, it could delay implementation.
Talkdesk User Testing (UAT) is when members of the Implementation Team and the brand make test calls to validate the call flow for the Go-Live date.
➢ The call center manager will receive a meeting invite to attend User Testing.
Please complete the following before User Testing begins:
1. Login via Talkdesk Workspace App or https://turnpoint.mytalkdesk.com using your Microsoft credentials (email/password) . 2. Please be at your computer/laptop with headsets plugged in & ready.
Support Availability: The Demand Handling Team & IT will be available in the background to provide support and will check in with the Call Center Leader on progress.
Test Calls: The Talkdesk Implementation Team will conduct test calls early in the morning, before business hours, when IT enables the configuration.
Brand Leadership Check-In: Supervisors/Managers should check in at the start of the day. The team will be available all day to answer questions and provide support.
Thanks for all your hard work in making the migration successful!
TALKDESK POST GO-LIVE
TALKDESK MIGRATION FAQ'S
Below are some of the most frequently asked questions received during past Talkdesk migrations.
1. Is the username and password for the Talkdesk app the same as Academy?
2. Why is my screen blank when I log into the app?
3. Why is it important to log out of the app at the end of every shift?
4. When will I be able to login to the Talkdesk Workspace App?
5. How to find a call’s Interaction ID for IT ProDesk help ticket? For answers to these questions & more, click the Talkdesk FAQ link below: Talkdesk FAQs
Have a question you don't see listed? Ask other TurnPoint Call Center Leaders on the Demand Handling and Planning Viva Engage page!
AI-Generated Chat GPT Summary & Disposition
, AI” button leverages AI technology to summarize customer interactions automatically.
2. The generated summary is instantly presented to the user alongside the appropriate call disposition.
Benefits:
1. Quickly capture key conversation points without having to write notes from memory.
2. Significantly reduces the time spent on manual notetaking.
3. Takes the guesswork out of selecting the correct disposition.
TALKDESK LIVE DASHBOARDS
Talkdesk features an internal Live dashboard app that provides users with real-time goal driven metrics to drive positive results. The following dashboards are demonstrated and monitored during user testing for Brand Leaders:
➢ Call Center Performance: Demand Handling performance of the Call Center.
➢ Internal Ring Group Performance: Demand Planning performance of the Dispatch department.
➢ Call Center Team Management: User status for a quick look at available agent capacity and opportunity.
➢ Internal Ring Group Team Management: User status for a quick look at available agent capacity and opportunity.
NOTE: It is not recommended for users to build a custom dashboard. The dashboards shared with you have been tested and verified to ensure accuracy.
Talkdesk Explore is a reporting tool that allows more performance and flexibility to manage historical data. The Talkdesk Implementation Team has created customized reports inside of Explore specifically for TurnPoint brands. Leadership will receive training on reporting a week after migration.
Additional Talkdesk Reporting Information:
• Talkdesk – Power.BI
• How to Pull Reports for Call Center Performance in Power.BI
• How to Pull Reports in Talkdesk
To submit a service request or report an issue, click the link below. Please provide as much detail & documentation as possible to ensure a quick response.
Click here to Submit a Talkdesk Service Request (TPITProDeskPortal)
✓ Adding/Removing Users
✓ Technical/Call Quality Issues
✓ Reporting Questions
✓ General Assistance with Talkdesk
APPENDIX
Useful Links
1. TalkDesk New User Set Up Guide - April 2024
2. Talkdesk Processes During Service Interruptions
3. How to Keep User List Current in Talkdesk
4. Talkdesk Roles & Permissions
5. How to Assign Ring Groups
6. How to Find an Interaction ID in Talkdesk
7. How to End Your Day on Talkdesk
8. Best Practices for Following Up on Talkdesk Abandoned Alerts
9. How to Make Outbound Calls
TALKDESK KEY FEATURES
The chart below highlights key Talkdesk capabilities that improve performance and will be covered in training on the following slides.
FEATURE FUNCTION
Auto Answer Connects users to callers within 2 seconds
IMPACT
Improved efficiency, lower average wait time and increased service level.
Agent Assist & Knowledge Management
Dispositions
Live Dashboard
Single Pane of Glass
Service Titan Integration
Studio Flow & IVR
Provides users with scripts and booking processes on the call screen.
Reduced training time, improved Speed to Resolution, and decreased handle time.
Users can identify the outcome of a phone call. Provides information that can be used to optimize business performance in real-time.
Custom-built dashboards displaying Call Center and Dispatch metrics.
The Talkdesk Workspace App unifies all CX applications and information users need on one screen.
Custom API built to manually open the correct tenant and claim the green bubble in Service Titan.
Identification, segmentation, and routing of callers to the appropriate user.
Enables Supervisors to gain insight into Call Center and Dispatch performance in real-time
Increased efficiency and effectiveness.
Accuracy and improved agent experience.
Increased First Contact Resolution and improved customer experience.
Talkdesk Workforce Management
The forecast section displays the forecast for CVO (Call Volume Offered), AHT (Average Handle Time) and Staffing hours Needed
WFM will show “Forecasted,” “Predicted,” and “History” time series, allowing users to compare the predicted/projected performance and the actual performance, as well as make realtime decisions on the actions to undertake.
Team Schedule is where you see your agents and their schedules. You will see their events here as well ( i.e., breaks, lunches, meetings, etc.).
Talkdesk Quality Management
What is it?
Inbound call evaluations performed by AI and documented in Talkdesk.
What’s in it for me?
• Automatically monitor 100% of interactions through TD aligned with organizational metrics.
• Reduce manual call evaluation time
• Increased insights into customers' phone communication
• Improve reporting efficiency
• Rapid team performance insights into team performance via dashboard
Who is the audience?
• Stakeholders at all levels
• Leaders
• CSRs/DSRs
What is the expected outcome?
• Take quality results into account when making business decisions.
• Improve CX
• Increase engagement with coaching/training
TALKDESK INBOUND CALL CYCLE
The graphic to the right illustrates the cycle of an inbound call in Talkdesk. Each step of the cycle will be emulated during User Testing.
The call cycle will be tested through multiple call flow scenarios to:
✓ Ensure accuracy
✓ Provide hands on training to testers
✓ Allow real-time monitoring of the Live Dashboard
✓ Note and correct issues prior to Go-Live
