Business Kenya

6 Psychological Insights Every Call Center Agent Should Know

3 min read

Ever wondered why some customer calls feel effortless while others are a challenge? The secret lies in understanding customer psychology. By tapping into the emotions and motivations behind a customer’s words, call center agents can anticipate needs, offer tailored solutions, and turn even the most difficult conversations into positive experiences. From handling frustrated customers to reassuring anxious ones, mastering these psychological cues is key to delivering exceptional service.

Editorial

The Call Center Survival Kit: What Every Agent Really Needs at Their Desk

5 min read

Welcome to the frontlines of customer service, where a well-stocked desk could be the difference between surviving a shift and losing your mind. From the all-important “Do Not Disturb” sign to that trusty stress ball, these are the must-haves that every call center agent needs to make it through the day with sanity intact.

Editorial Kenya

When Customers Become Your Therapists: A Lesson in Self-Care

3 min read

Just like a plant can’t thrive without nourishment, neither can we. In the fast-paced world of customer service, it’s easy to forget the importance of self-care. But sometimes, an unexpected moment occurs when a customer becomes your therapist, reminding you that we’re all human, navigating life’s challenges together.

Business The World

The Evolution of Call Centers in Kenya: From Ringtones to Real-Time Solutions

4 min read

The evolution of call centers in Kenya tells a story of innovation and resilience. From basic landlines to AI-driven solutions, call centers have transformed into dynamic hubs that shape customer experiences. Explore how this evolution has unfolded and what lies ahead in the world of customer service

Business The World

Celebrating the Heart and Soul of Customer Service: Our Team!

3 min read

This Customer Service Week, we celebrate the passion and resilience of our customer service representatives. Explore how they navigate challenges, provide clarity, and create joy, making a meaningful impact on every call.

Business

10 Proven Strategies to Apply Critical Thinking in Customer Service

4 min read

In customer service, unexpected challenges are inevitable. The real question is—are you equipped to respond effectively? Critical thinking is not just a skill; it’s your superpower. It enables you to look beyond surface-level issues, analyze problems deeply, and create solutions that truly satisfy your customers. By mastering critical thinking, you’ll handle challenges more efficiently and build trust-filled relationships. Ready to elevate your problem-solving game? Dive into these 10 strategies that will transform how you approach customer service!

Business The World

How Is Kenya Embracing Change with the Digital Nomad Work Permit for the Future of BPO?

2 min read

The recent unveiling of Kenya’s Digital Nomad Work Permit by President William Ruto marks a significant shift in the country’s labor landscape. This initiative positions Kenya as a prime destination for global remote workers, inviting them to experience the country’s breathtaking beauty and rich culture while contributing to the local economy. As the BPO sector adapts to this new competitive environment, opportunities for innovation and economic growth arise. By focusing on upskilling employees, embracing technology, and creating attractive compensation packages, BPO companies can thrive in this evolving landscape, ensuring that they are well-equipped to meet the demands of a vibrant community of digital nomads.

Business Kenya

Ready to Level Up? Is Your Business Socially Intelligent?

2 min read

Businesses, like individuals, need intelligence to thrive. From financial and product intelligence to emotional and social intelligence, staying afloat requires a strategic approach. Today, we’re focusing on social media intelligence—systematically gathering and analyzing data from social platforms to gain insights into consumer behavior, brand perception, and industry trends. Is your business socially intelligent?

Business Kenya

Is Outsourcing the Key to Ending NSSF’s Pension Woes?

3 min read

The National Social Security Fund (NSSF) in Kenya is battling significant backlogs, leaving retirees waiting months for their pension payouts. The root of the issue? A labor shortage and administrative bottlenecks. However, outsourcing administrative tasks could be the key to reducing these delays and giving retirees the smooth experience they deserve. Find out why outsourcing could be the solution that transforms Kenya’s pension system.