Price transparency is one of several industry innovations that is increasing the potential for consumerism in US healthcare. Source: McKinsey How price transparency could affect US healthcare markets

Research from Wharton’s Damon J. Phillips finds that people who have been incarcerated, especially Black men, seek entrepreneurship as an alternative to low wages and a lack of opportunity in traditional employment.…Read More Source: Knowledge @ Wharton Life After Prison: Why Returning Citizens Become Entrepreneurs

Amid decade-high CFO turnover, former chief financial officers share advice on what matters most today for securing the top job in finance. Source: McKinsey How to prepare for the CFO role

Reducing direct imports from a country may not reduce geopolitical risk as much as you might expect. Source: McKinsey How shockproof is your supply chain, really?

Recruiting and hiring call center employees can be a pain, but it doesn’t have to be so bad. For example, depending on the roles you’re looking to hire, you may not even have to write a job description—because you can just use ours instead.  Below, we’ve put together four of […] The post Steal Read more about Steal These Free Call Center Job Description Templates[…]

Electronic voices have been destined to answer phone calls ever since Bell Labs invented the Voder machine at the tail-end of the 1930s. These days, everybody and their mother has been greeted by an IVR (interactive voice response) phone system to walk them through a customer service calling menu in […] The post Intelligent Read more about Intelligent IVR: What it Can (and Can’t) Do…Yet[…]

Visual IVRs (Interactive Voice Response) combine traditional IVR technology with visual elements such as images, videos, and menus that make for a fast, user-friendly experience. In call centers where there’s a large volume of incoming calls and customer inquiries to handle, visual IVRs can help customers get their answers more […] The post A Read more about A Visual IVR Can Do This One Thing That Regular IVR Can’t[…]

Yes, organizational health still drives long-term performance—but the way leaders measure and diagnose health should change, new research shows. Source: McKinsey Rethinking organizational health for the new world of work

Survey responses show increased confidence in the economy—globally and at home. Geopolitical concerns persist, and respondents increasingly view political transitions and policy changes as pressing risks. Source: McKinsey Economic conditions outlook, March 2024

Reddit chief product officer Pali Bhat shares his approach to creating innovative products—and how machine learning and artificial intelligence will change that approach. Source: McKinsey Pali Bhat on building intelligent products