Kathie Johnson was only a few months into her role as Talkdesk’s CMO when the COVID-19 pandemic struck. Before the crisis, Talkdesk was enjoying growth in a traditional industry, providing cloud-based software for contact centers—rooms filled with customer service representatives answering questions over the phone and via chat. Before the pandemic, more than 3 million people in the U.S. worked on location providing customer service. Now they had to do it from home.
There was no playbook for something of this magnitude, which Johnson knew was a challenge for Talkdesk, whose cloud-based solution could help. Convening a SWAT team from product development, operations and marketing, it took the company just days to develop a product that would help customers and other contact centers to continue operating.
CMO Kathie Johnson discusses how Talkdesk enabled clients and other companies to stay connected to customers on Ad Age.
Read the full Q&A on Ad Age: Cloud-Based Software Helped Call Centers Remain Open—from Home
Listen to the Episode: How Talkdesk Led the “Business Continuity” Curve
