TRAINING

Supervisor/Manager

Pleasecompletethefollowingself-pacedandpre-recordedtrainingsintheorderlisted.

Each course below can be found at the Talkdesk Academy. (Firsttimeuserswillneedtoregister)

1. Talkdesk Basics & Best Practices (~10 minutes)

2. Agent Workspace a.Conversations (~15 minutes) b.Contacts (~15 minutes)

3. Getting Started (~10 minutes)

4. Talkdesk Explore (~20 minutes)

5. Talkdesk Live (~15 minutes)

After completing the above 6 courses, please watch the following trainings by clicking on the links below:

1. Talkdesk – Instructor Led Agent Training

TD Agent Training Slide Deck

TD Agent Assist Slide Deck

2. Talkdesk – Instructor Led Supervisor Training

Agent/User

Pleasecompletethefollowingself-pacedandpre-recordedtrainingsintheorderlisted.

Each course below can be found at the Talkdesk Academy. (First-timeuserswillneedtoregister)

1. Talkdesk Basics & Best Practices (~10 minutes)

2. Agent Workspace a.Conversations (~15 minutes) b. Contacts (~15 minutes)

After completing the above 3 courses, please watch the following trainings by clicking on the links:

1. Talkdesk – Instructor Led Agent Training

TD Agent Training Slide Deck

TD Agent Assist Slide Deck

The next step after all users have completed the Talkdesk training: ü Links are good for 14 days and are unique to each user. (Notshareable) ü Passing grade for the quiz is 80%. ü Managers will be notified of all users' results. ü Anyone who does not pass will need to redo the training and retake the Readiness Quiz before Go-Live.

Ø Please email the Talkdesk Project Manager that all users have completed training.

Ø Users will then receive a link to the Talkdesk Readiness Quiz by email (PoweredbyQualtrics).

Ø In order to ensure everyone is ready to for Go-Live, please have all users (CSRs,Dispatchers,Supervisors,InsideSales,etc.) complete the quiz.

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 GoLive date.

Getting Ready for User Testing:

1. The call center manager & dispatch manager will receive an email invitation to the User Testing meeting.

2. A Talkdesk app invitation will be sent the day of testing. The invitations are a one-time link good for 48 hours. After setting up a password, each test user will login via Talkdesk Workspace App or https://turnpoint.mytalkdesk.com

3. Please download the “TD User PC Setup” instructions.

4. On the day of User Testing, please be at your computer/laptop with headsets plugged in & ready.

TD User PC Setup

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: ü Ensure accuracy ü Provide hands on training to testers ü Allow real-time monitoring of the Live Dashboard ü Note and correct issues prior to Go-Live

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:

Ø Brand – Call Center: Demand Handling performance of the Call Center.

Ø Brand – CSR: User status for a quick look at available agent capacity and opportunity.

Ø Brand – DSR: 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.

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…

Talkdesk FAQs

Have a question you don't see listed? Ask other TurnPoint Talkdesk user on the TP Talkdesk Community Yammer Board