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.
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