Read the latest blogs, case studies, and news stories from Kenway Consulting
In today’s fast-paced business landscape, companies recognize the need to shift from a traditional project-centric mindset to a more modern product-centric mindset. This transition is not for indulgence of a buzzword; but rather represents a...
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As the AI landscape continues to evolve at an unprecedented pace, the question around “should AI be regulated” becomes increasingly urgent. The potential benefits of AI are immense, from revolutionizing healthcare to driving economic growth....
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Customer service call centers got their start in the 1960s, and by simply picking up the phone when customers called, provided the most basic version of what we know today as contact centers. As communication...
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For those working in contact centers, the term 'call deflection strategy' is likely familiar territory. Companies design a call deflection strategy to redirect incoming customer service calls to appropriate channels, aiming for high efficiency and...
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