The hidden value of voice conversations: Part 1 – Trends and technologies
McKinsey Talks Operations · 2022-08-22 · 21 min
Episode notes
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 to explore events and insights from McKinsey’s Operations Practice, and join the McKinsey Talks Operations community. You can also