Author: Kariuki
How Kenya’s IoT Boom is Opening Doors to Cybersecurity Risks
Smartwatches and wearable tech are making life easier, but with convenience comes risk. Learn how to safeguard your data in an IoT-powered world.
Data Security and Compliance: A Growing Concern for BPO Firms
The Business Process Outsourcing (BPO) sector is facing increasing demands for robust data security frameworks due to the rising tide of cyber threats. With the average cost of a data breach reaching a staggering $4.35 million, BPO firms are recognizing that strong security measures are not just an option but a necessity.
Kenya’s BPO Boom: A Rising Powerhouse in Contact Centers & Telehealth
Kenya is making waves in the global BPO market, solidifying its position as a top outsourcing destination. With rapid growth in contact center services and telehealth support, the country is poised for a massive industry boom over the next five years. 🚀
What’s the Key to Better Customer Support in Kenya’s Social Media CX?
70% of Kenyan social media users engage by commenting on posts, highlighting the importance of interactive content in customer support. By responding promptly and personally, businesses can turn social media interactions into positive brand experiences
Bridging Gaps, Expanding Care: The Telehealth Revolution in East Africa”
“Telehealth in East Africa is revolutionizing healthcare access by bridging geographical gaps and expanding care to underserved populations. Driven by digital transformation and accelerated by the COVID-19 pandemic, telehealth services are transforming healthcare delivery across Kenya, Rwanda, Uganda, and Tanzania. With innovative models like Rwanda’s universal primary care service and Kenya’s mHealth initiatives, telehealth is overcoming traditional infrastructure limitations and enhancing healthcare outcomes.”
Say Goodbye to Accent Struggles in Call Centers
Call center agents no longer have to struggle with accents thanks to AI! Teleperformance is rolling out real-time accent translation powered by Sanas, ensuring smoother customer interactions. This AI tech “neutralizes accents with zero latency” and even filters out background noise—no more struggling with unclear calls! Instead of spending millions on training, companies can now boost clarity, cut call durations, and improve customer satisfaction instantly. AI isn’t replacing agents—it’s making them even better. Could this be the future of customer service? 🚀
The Shifting Landscape of BPO Services in East Africa: What’s in Demand Right Now
East Africa’s BPO market is on track to reach $1.82 billion by 2025, with a growth rate of 6.31% expected to drive expansion across key sectors. The region’s rising significance in customer service outsourcing, IT support, and AI-driven automation is positioning it as a major hub for global outsourcing. As demand increases, countries like Kenya are leveraging their skilled workforce and advanced digital infrastructure to meet the growing needs of businesses worldwide.
How To Live Forever? Be A Jellyfish.
What if aging wasn’t the end, but just a reset button? Meet the immortal jellyfish—nature’s biggest plot twist. When faced with danger, it doesn’t die… it starts over. Science is still trying to crack its secret, but one thing’s for sure—this tiny jellyfish just might hold the key to eternal youth. Who’s ready to hit refresh on life?
Connecting Kenya: How Expanding Mobile Networks Fuel the Future of Work
Imagine a Kenya where anyone, no matter their location, can log in, take calls, and thrive in the digital economy. With 313 more sub-locations set to gain mobile connectivity, opportunities for business, education, and employment—including in the BPO sector—are about to skyrocket!
How Can I Help… in Your Mother Tongue?
Imagine calling customer care, frustrated about a service issue, and the agent picks up in your mother tongue. Not just Swahili or English—your actual home language. Kikuyu, Dholuo, Kamba, Luhya. The immediate relief! Like suddenly realizing you’re not in a corporate maze but talking to your auntie or a childhood friend.
Now, flip it. What if they didn’t speak your language at all? Worse, what if they assumed one? ‘Habari, ndugu’ when you’re clearly a Mukisii. The wahala. 🤦🏽♂️
On this International Mother Tongue Day, we reflect on the power of language in customer service. Should call centers embrace mother tongue services, or would it be too chaotic? Let’s talk!
