Clinician and business executive Cheryl Pegus shares her bold vision for healthcare and the role businesses can play in ensuring everyone has access to high-quality healthcare. Source: McKinsey The business of healthcare: ‘I’m always optimistic about what’s possible’
A new wave of software investing is on the horizon as private equity looks to create value through software portfolio companies. Source: McKinsey Five considerations for software private equity in 2024
In the next five years, generative AI could fundamentally change financial institutions’ risk management by automating, accelerating, and enhancing everything from compliance to climate risk control. Source: McKinsey How generative AI can help banks manage risk and compliance
Why do women hold only 28 percent of C-suite positions? A former PepsiCo COO shares how you can put your best foot forward to reverse the trend. Source: McKinsey Author Talks: Grace Puma shares how working women can shatter the glass ceiling
Call center burnout is a rampant plague across the industry, and even the best teams can fall victim to it. One day, everything seems to be fine—but then your agents gradually start underperforming and disengaging, and then your KPIs start dropping. Before you know it, you’re in full-on burnout damage […] The post 5 Read more about 5 Steps To Eliminate Call Center Burnout Permanently[…]
In this episode, Wharton’s Barbara Kahn speaks with Jeff Scott, vice president for hockey development and industry growth at the NHL.…Read More Source: Knowledge @ Wharton Jeff Scott, Vice President for Hockey Development & Industry Growth at the NHL
Interactive Voice Response (IVR) menus are a quick and easy way to enhance the customer support experience that your company can offer over the phone. They allow callers to navigate through self-service menus by pressing numbers on their keypads or by speaking with an automated conversational response system. IVRs that […] The post 5 Read more about 5 Reasons Your Customers Hang Up During Your IVR Menu[…]
Wharton professor talks about the fast growing area of people analytics and the impact of AI on certain careers.…Read More Source: Knowledge @ Wharton How Can AI Enhance People in the Workplace?
Gone are the days when each piece of software existed in a vacuum. Thanks to APIs (Application Programming Interfaces), software now communicates between each other easily. However, businesses often buy software without considering what they truly need—especially when it comes to call center solutions. When you start using a call […] The post 9 Read more about 9 Call Center Integrations You Can’t Afford to Overlook[…]
Buffeted by economic trends, consumer goods companies have diversified their M&A strategies, with winners balancing growth and margin expansion. Success ahead requires integration tailored to each deal’s thesis. Source: McKinsey Consumer goods: A changing landscape for successful M&A