EPISODE · Aug 22, 2022 · 20 MIN
The hidden value of voice conversations: Part 2 – Reaping the rewards
from McKinsey Talks Operations · host McKinsey & Company
Following on from our discussion of voice analytics trends and technology and its potential in contact centers in our previous episode, in this episode we learn more about its implementation and how to effectively capture the available value: How can voice data analytics add value throughout your whole organization? 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
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What this episode covers
Smart organizations know that voice interactions are rich with insights for customer and employee experience.
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The hidden value of voice conversations: Part 2 – Reaping the rewards
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