Kenway Consulting


September 28, 2023
Information Insight

Improving Your IVR with Customer Journey Reporting and Analytics

Does this experience sound familiar? You call your bank, health insurance provider, or utility company. You get an automated response with nine different prompts and none of them match your need. You press zero. You say “Agent.” At this point,...

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September 25, 2023
Technology Solution Delivery

The Benefits of Agile: Why Your Business Needs It

Let’s get straight to the point. You’ve probably read countless articles stating “the only constant is change.” Yes, we know it’s true, especially in today’s fast-paced business environment. But the real question...

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September 19, 2023
Technology Solution Delivery

Mastering Contact Center Operations: Key Principles for Successful Call Center Management

Effective management of contact center operations goes beyond traditional call handling, with Intelligent Virtual Assistants (IVAs), CTI (Computer Telephony Integration), and advanced reporting playing integral roles. In this blog, we will explore...

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