![]() ![]() Post COVID, we’re looking for more of an emotional connection. And they want to communicate and converse with people who feel and hear and empathize. Paul Humphrey: I think what’s happening is that people are looking for more of that personal touch they want to talk with real people. Google Podcasts Apple Podcasts Spotify Stitcher RSS I’d like to open up our conversation today by exploring why, despite the growth of digital, voice remains a dominant channel. I’m joined by Paul Humphrey, CEO and founder of Call Journey, a global thought leader in conversation intelligence and speech analytics, with more than 30 years of experience across multiple industries and Eric Buesing, a partner at McKinsey and a leader of our Customer Care service line.Įric and Paul, great to have you here. The second episode will explore use cases and best practices for implementing the new analytics tools. The first episode will explore the wider trends related to voice interactions in customer care and the technologies that are available. This is such a broad topic that we’re going to cover it over two episodes. But many businesses still struggle to capture and process the voice conversations they have with their customers in a way that drives real, measurable, bottom-line impact. Thanks to advances in technology, we’re now seeing a core analytics use case emerging for voice data analytics. Yet this has not happened, as many organizations are now taking a new look at the value that this personal interface can bring, less as a cost driver and more as an opportunity to provide strategic experience-oriented customer insight. And with the rise in bots and all things digital, it could be a fair assumption that businesses would be looking to slim down their call center operations, moving away from human voice interactions. ![]() Positive customer experiences are driven by high-quality, personalized interactions. I’m your host Daphne Luchtenberg, and you’re listening to McKinsey Talks Operations, a podcast where the world’s C-suite leaders and McKinsey experts cut through the noise and uncover how to create a new operational reality. The hidden value of voice conversations: Part 1, Trends and technologiesĭaphne Luchtenberg: Your company’s future success demands agile, flexible, and resilient operations.
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