Subject: Talkdesk Customer Newsletter - November 2021
From: Kieran King - Chief Customer Officer <[email-masked]>
To: [email-masked]
Date: Thu, 18 Nov 2021 12:00:31 -0600 (CST)

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Customer Newsletter, November 2021
Talkdesk is celebrating a month of gratitude in November, guided by our values <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vcUtHyK5JA6w8Iw4I4BLLewE_5SPpc9L72_7qiaGhVX7kHBwdOeWs_efNSiqnMOmQ1I=>. Gratitude is core to how I approach each day and is an integral part of Talkdesk culture. Gratitude is not an empty business tactic, but a scientifically proven method of approaching the world that can have transformative effects on people's lives. The Greater Good Science Center at the University of California, Berkeley <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vF32zFRm3rPPboFJV7roXnWPsgNJhKiVFunRrnh0mI-4gZlfehQbigdZ2ZVCfS_Y4MI=> reports that people who 
practice gratitude report physical benefits, such as lower blood pressure and better sleep; psychological and social benefits such as more joy and less isolation; and workplace benefits such as more creativity and prosocial (kind and helpful) behavior.

What is gratitude? In her blog post “More than being thankful, at Talkdesk we are grateful <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26ve-hju0sWl4NZJWKLDU5YPVUb1K4G6WLLAYMBJYKmtmpEbIYxhBkC59yNGidjgShaIQ=>,” my colleague Laura Butler described 
gratitude as shifting your focus from the negative to the positive and connecting with all the good things and amazing people in your life.

To you, our valued customer, I want you to know that we are grateful. For the partnership we share and also for your ideas, your friendship, and your CX leadership. To show our gratitude, I'd like to share a resource I hope you find useful — the Talkdesk Holiday Prep Kit <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vIPJQa08xB5F7dchxUVjO2rhF3ZCrU99SGjPWDr9tfO2KPxw5M6L3WJZd7ZoiDtU1yg=> — which include case studies of how customers Balsam Brands and Vivino scale service during the holidays, a checklist with tips on how to prep your contact center for seasonal demand, and more. Enjoy!
Kieran King, Chief Customer Officer
​​We're incredibly excited to introduce Talkdesk Feedback, our native customer feedback offering designed to help you put the voice of your customers at the heart of your contact center. If you've been a Talkdesk customer for some time, you may be familiar with our existing survey offering. While this offering has helped numerous companies turn their customer feedback into customer satisfaction, Feedback is a whole new ball game that will enable you to:

	- Add context to your quantitative feedback by allowing customers to share additional thoughts via open text comment.
	- Leverage the new "Get Feedback" Studio component to standardize and streamline IVR surveys.
	- Pull deeper insights from more robust reporting.
	- Tie customer feedback directly to agent performance within Talkdesk Performance Management.

Want to learn more? Read our blog post here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vLhxQVY25OgAzmi1pML9LVFyyO-FaWzUaO0BXWNZgAjWXKhwXYZ6Jr-kAP0Lb-r9ztA=>.

Finally, be the first to learn about new capabilities we’re bringing to market in the Talkdesk Winter ‘21 Release. Designed to help you improve your CX with new digital, AI, and automation features, take advantage of new and improved integrations, and empower agents to reach their peak potential. Register <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vAiMfXDJXVWJxAcKjT3WHkbwvHXMzDe0TXJpX99f_XSlRPlrouUaJfoYlrTt6kYE7jI=> for our webinar on December 16, 2021 at 10:00 a.m. PDT/1:00 p.m. EDT and see the latest tools you can use to exceed your CX goals.
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Hear from Rick Clark, Director of Global Customer Care at Balsam Brands about how Talkdesk helps their team scale their staff to 15 times the typical size during a three-week holiday window. Balsam previously relied on an outsourced solution that limited their ability to adjust to changing conditions and inhibited access to needed data. Talkdesk has provided deeper insight into CSAT scores and customer pain points with actionable analytics. Callback and overflow management systems have significantly reduced average speed of answer and abandoned call rates. Rick also shared his advice on how to get ahead of demand surges and how agents need to have both the right training and tools to create a truly exceptional customer experience.
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The Talkdesk Community team would like to express our gratitude to all of our amazing members: your engagement and support throughout this first six months of community is so appreciated. Thank you for joining us on this journey of creating community. 

To continue to build our community, we’re introducing two new programs:

	- Fall Membership Drive. Invite your colleagues to sign up for the community, and we’ll send you AND our new members a Sugarwish. They can register for the community here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vAblVxJRlRamkmIAAdFPOCyMUS8j8JPFCFzAUFd_shGqLYJwv6yDzw2h87HC74CaPWI=>.
	- Elf Yourself! As the holidays approach we want to help you give back to your amazing agents. We’ve got our gift sack filled with great community swag - we’ll help you warm the hearts of up to five deserving agents, and make sure you get something for yourself as well. Start gifting your agents here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vQnzmezhoMAyaqQ6ZDfKnImW8gd2HKeWdQ5lL1vD6FVqGlACMRi2x3WyyquoXHXV6Wo=>.

Finally, we’re hosting another Product Roadmap Spotlight Webinar for Workforce Management on Tuesday, December 7. Join Talkdesk product experts <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vKwYPrtO8gFYbEKQgJ2AeSSJ1p41VwpgMYt9DTpJCoXkCCQNrfYnxIHYqJP_OEi4J1s=> for this 30-minute session highlighting recent updates and sharing at the roadmap, plus live Q&A.
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Is it just us or is November going by way too quickly?! There’s already so much goodness to share this month, below are some highlights:

	- Win a limited edition Talkdesk Holiday Sweater! Here’s how: Between now and Dec 10, write a new review on G2 or TrustRadius, update your previous review, or refer a colleague to write a review and then submit your entries here <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vOObpmXZGPh6DR9cXMEkde4hD5CTesWokO0wkFeMB8f9oCeSNNC2KolBzaz6q6BHfyw=>!
- Ready to showcase your contact center’s potential? Check out the CX Champion’s Kit <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vRCWGpza-7AS2ucND-7YS8Wy9fu1On8J1W2rh4bjYFY5oU4Xm4do3BPudn6RAG7jMfU=>, and find all you need to advocate internally for CX initiatives. This kit highlights the benefits of the contact center and equips you with materials to change the narrative of the contact center from a “cost center” to a “growth center.
	- We’ve launched some incredible new Talkdesk Research this month. Read the new reports <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vJoMarIoTwzym9j0Dsnzg2xQA829MFdbNS5GPU453BTQP6o8aFiLIL4rcQz2aVaLo5A=> on financial services and workforce engagement.
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Resource Center <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26var8NcUhQypZq_1oMnlJC0-KQE6iIfOOFuQJTf9iXDkRzn6SJfpma_URMOWJp4gtlnE=>         Talkdesk Academy <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vJhN5N3HlRGd4wdicmbdIb00WWuGZGBcD20drub4m79UZgiHcL9skUjeq45IJuSvC2g=>         Talkdesk AppConnect <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vCy-mQ7e-zpXXqhN1D-CzbhtRQV_Mxx4qolxP3KOqE9ANfFisU4ndnBCgjlRqm4Jppw=>         Talkdesk Knowledge Base <https://go.talkdesk.com/ODQzLURPRS03MTgAAAGA0y26vVNNPpbUy1XDaqne8_qOsqI3shHk-Vw3MajvfvIGwgf616GiW1N4mFVqehVhf9j1wQE=>
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