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The Intersection of Business Communication and Technology with Talkdesk’s Bill Welch
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On this episode of The Bridge, I’m joined by Bill Welch, President and COO at Talkdesk. We’re talking about business communications and technology and how Talkdesk aims to transform the customer experience.
Talkdesk is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way. Our trusted, flexible, and innovative contact center platform leverages AI and automation to drive exceptional outcomes for their customers and improve the bottom line.
During our conversation, we discuss technology, knowing your products and strengths, being culturally innovative, and not trying to be all things to all people. We also discuss living at the intersection of business communications and technology and why Talkdesk seeks strategic partnerships to deliver integrated solutions.
Topics covered in this episode:
● How the organization has always been feature-first and customer-focused.
● How they’ve developed a robust roadmap with a wide range of products to anticipate and meet customer needs.
● Why workforce management and case management are essential components of their offering.
● Why the organization seeks strategic partnerships with UCaaS and customer experience providers to deliver integrated solutions.
● What the intersection between business communication and technology looks like.
● Talkdesk's commitment to operating within verticals, particularly in healthcare, finance, and retail
● Adapting to changing customer expectations, where digital and mobile-first solutions and predictive technology enhance the customer experience.
● Why the company embraces remote work and finds it highly effective.
● The challenges in measuring productivity with managers from outside the organization.
● Predictions for the next 18 to 24 months
ABOUT BILL WELCH
William (Bill) Welch is the president and chief operating officer for Talkdesk, bringing over 30 years of extensive experience in operationalizing and scaling product development and innovation, customer experience and expansion, talent acquisition and retention, and strategic alliances across the globe. Prior to Talkdesk, Welch held executive leadership positions at IronNet, Duo Security, and Zscaler. While president and COO of Duo Security, he helped secure a $2.35 billion cash transaction with Cisco. As COO of Zscaler, he led the organization toward a dramatic expansion of employees and revenue, culminating in an industry-leading IPO and a $17 billion market capitalization.
CONTACT BILL
Web. https://www.talkdesk.com/about/leadership/
LinkedIn. https://www.linkedin.com/in/wewelch/
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