Category: Kenya

Business Kenya

What Does Debt Collection Really Mean?

2 min read

Dive into the world of debt collection in African call centers, where agents navigate emotional conversations with a mix of humor and patience. Learn how they transform challenging calls into opportunities for connection while keeping the financial wheels turning.

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 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 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.

Business Kenya

From Meet-Cute to Loyalty: A Fun, Fresh Take on Customer Service

A smiling call center agent wearing a headset, seated at a desk with a computer, radiating positivity while assisting a customer. The background shows a bright, organized office environment with colleagues working in the distance.
Call center, telemarketing and customer service with a business man working in an office and consulting on a headset. Help, crm and contact us with a male consult at work on a computer by his desk
3 min read

Discover a fun and engaging approach to customer service! Learn how to charm new customers, become their trusted sidekick, and keep your contact database in tip-top shape. Elevate your customer relationships with a touch of humor and thoughtful strategies

Editorial Kenya

Would You Rather Work From Home or the Office?

Vehicles jammed in heavy traffic on a busy Nairobi road, with cars stretching into the distance under a clear sky. The scene captures the hustle and bustle of the city, with impatient drivers and congested lanes characteristic of rush hour in the Kenyan capital
Vehicles jammed in heavy traffic on a busy Nairobi road, with cars stretching into the distance under a clear sky. The scene captures the hustle and bustle of the city, with impatient drivers and congested lanes characteristic of rush hour in the Kenyan capital
3 min read

Should you brave Nairobi’s infamous traffic or work in your PJs from home? Weighing the pros and cons of office life versus remote work, with a dash of humor and practical advice.

Business Editorial Kenya Technology

Geothermal Energy Fueling Kenya’s Agricultural Growth

3 min read

Explores how Kenya and other African countries are harnessing geothermal energy to power agricultural applications beyond just electricity generation, including greenhouse heating and cooling, crop drying, and aquaculture. Discusses the vast untapped potential of geothermal energy to enhance food security and agricultural productivity across the continent, despite challenges around financing and exploration