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 […]
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
