17 min listen
Myth busters: Unexpected insights on contact centers
Myth busters: Unexpected insights on contact centers
ratings:
Length:
23 minutes
Released:
Dec 5, 2022
Format:
Podcast episode
Description
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.See www.mckinsey.com/privacy-policy for privacy information
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.See www.mckinsey.com/privacy-policy for privacy information
Released:
Dec 5, 2022
Format:
Podcast episode
Titles in the series (31)
Supply Chain resilience—is there a holy grail? by McKinsey Talks Operations