Category: Business
OMNICHANNEL CUSTOMER SERVICE : Meeting Customers Where They Are.
Customer expectations have evolved. People want convenience, flexibility and timely responses. They might send a WhatsApp message during their commute, follow up through email at […]
Why January Is Where Service Is Won or Lost
January is a quiet month on the calendar—and one of the loudest in customer service. The decorations come down. Campaigns pause. Festive goodwill expires. And […]
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 […]
“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 […]
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.
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.
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!
