Author: Kariuki
How Contact Centres Can Help Fight GBV: The Power of Listening, Reporting & Safe Channels
🌍 November is GBV Awareness Month Gender-Based Violence (GBV) remains a pressing challenge across the globe. In Kenya, survivors often face barriers to reporting abuse […]
Why Global Brands Are Outsourcing Customer Experience to Kenya in 2025
The Outsourcing Shift No One Can Ignore Over the past decade, outsourcing has evolved from a cost-cutting tactic into a growth strategy. As global businesses […]
“What If Kenyans Ran Global Call Centers? Chaos. Vibes. Perfection.”
Let’s imagine for a second… You call a support line in London, New York, or Tokyo…But it’s being run from Nairobi, Umoja 2, behind the […]
“They Promoted the Wrong Person (And the Whole Office Knew It)”
There’s awkward silence.No one claps.Someone fake-smiles.Another person pretends to choke on their tea. That’s the energy when the wrong person gets promoted.And let’s be honest […]
“Some Kenyan Customers Deserve Oscars. Here’s Why.”
Forget Hollywood.Forget Nollywood.Kenyan customers are the real actors — and they don’t need a camera to deliver an award-winning performance.They just need… a delay in […]
“I Got Written Up at Work—And Honestly, I Deserved It”
Let me tell you a little story I’ve never admitted out loud. I got written up once.A formal warning.HR email. Supervisor signature. That “see me […]
“Why Your Phone Might Be Making You Rude to Agents (And You Don’t Even Know It)”
Let’s get straight to it.You weren’t always this rude.But somewhere between scrolling TikTok, sending 1-minute voice notes, and ghosting people mid-convo… your phone changed you. […]
5 Wild Things Only African Customers Say (And Yes, We’ve Heard ALL of Them 😭)
If you’ve worked in customer care anywhere on this continent, you already know: African customers do NOT come to play.They come with confidence, confusion, and […]
