Myth busters: Unexpected insights on contact centers

Episode notes

What do customers really want from their contact centers? A number of myths about areas including speed of answer and channel preference are shaping contact center and service strategy, leading to dissatisfied consumers and employees. This episode of McKinsey Talks Operations blows apart customer service myths, and suggests how data and analytics can be used to shape future strategy. Join the conversation with Julian Raabe, a partner in our Munich office; and Vinay Gupta, a Senior Knowledge Expert from Walton; along with 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 to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also