Author: Kariuki
I Almost Quit Customer Care… Then This One Call Changed Everything
Let me be real. There was a time I was ready to quit this job.Not “maybe next month” kind of quitting — I mean real, […]
‘Dear Customer, We Can’t Hear Your Voice Note on the CRM’ 😭
Why Voice Notes Are Killing Customer Care — and How We’re Coping Let’s talk about voice notes. Yes, those long, dramatic, slightly passive-aggressive ones customers […]
Around the World in 5 Call Centers: What Customer Service Looks Like Globally
What does customer care sound like in Japan? How do Brazilians handle angry customers? What happens if you call a helpdesk in Germany? Turns out, […]
Beyond the Office: Why Remote Work Still Makes Business Sense in 2025
When the world shut down in 2020, remote work became a survival tactic. Five years later, it’s no longer just a pandemic trend—it’s a business […]
Not Just a Job: Why Customer Care is the Ultimate Leadership Training Ground
Most people view customer service as a temporary job. A stepping stone. A paycheck. But what if we told you it’s actually the best leadership […]
When AI Listens: How Conversational AI is Reshaping Customer Service in Kenya
In the fast-evolving world of customer service, conversational AI is no longer a luxury—it’s a necessity. From banking halls to telcos, AI-powered bots are quietly […]
