The hidden value of voice conversations: Part 1 – Trends and technologies

from McKinsey Talks Operations · host McKinsey & Company

High-quality, tailored interactions promote positive consumer experiences. And so in a digital age that can be lacking in emotional connection, human voice engagements can become a point of difference for contact centers.  In this episode, we discuss the wider trends related to voice interactions in customer care and the technologies that are available. Join the conversation with Paul Humphrey, CEO and founder of Call Journey; Eric Buesing, a partner in McKinsey & Company and a leader in our customer care offering; and host Daphne Luchtenberg, McKinsey’s Operations Practice Director of Communications.  McKinsey Talks Operations has much more content to offer on the Operations topics that connect strategy with lasting success. Visit www.McKinseyTalksOperations.com to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also connect with us on LinkedIn at www.linkedin.com/showcase/mckinsey-operationsSee www.mckinsey.com/privacy-policy for privacy information

What this episode covers

Voice interactions are a rich source of insights and shouldn’t be ignored in a digital age

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The hidden value of voice conversations: Part 1 – Trends and technologies

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This episode is 20 minutes long.

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This episode was published on August 22, 2022.

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