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It Pays to Score Well!

Hellen Oluga, Quality Assurance and Transitions Lead, Horizon Contact Centers

Before the automation of the call evaluation process, the evaluator had to sit, side by side with the customer care agent and take notes on their performance from the beginning to the end of the call. This was then translated into excel documents for reporting purposes to the relevant management departments. As you can imagine this is a lengthy and tedious process.

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Technology and the Demise of Customer Services

Ameet Panu, Business Leader, Training, Horizon Contact Centers

A myriad of consumer-facing businesses have spent millions on CRM solutions in order to improve the way they service their customers. For a lot of these Organizations, the lion’s share of that expenditure was channeled toward
new technologies that, in the interest of cutting customer service costs, largely removed the ‘human factor’ from the service experience.

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Recruitment Process Outsourcing: The next big thing!

Human Resources Department, Horizon Contact Centers

Traditionally, recruitment is seen as a cost incurring process in an organization. Outsourcing the recruitment helps the HR professionals of the organizations to
concentrate on the strategic functions and processes of human resource management rather than wasting their efforts, and resources on routine work.

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Analytics – The next the frontier

Martin Njoroge, Business Leader - Analytics, Horizon Contact Centers

The modern day business world is characterized by an increasingly complex and rapidly changing internal and external environment. The rate and magnitude of change is phenomenal and popular management theories are either being discarded as irrelevant or being re-written.

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Everyone Outsources Something – Just Think About It!

Alice M. Muchugia, Business Leader, Transitions, Operations and Quality Assurance, Horizon Contact Centers

Outsourcing is one word mentioned quite often in modern. Just why is it a hype in Kenya and why is it a trendy business practice?

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Orange-Telkom Meets High-Volume Recruitment Goals with Horizon Contact Centers Recruitment System

HR - Training Department, Trainer, Horizon Contact Centers

When France Telecom entered the Kenyantelecommunications market with the acquisition of 51% of Telkom Kenya, they introduced their Orange mobile brand
with the promise of massively improved customer service - at that point, still a sore point for Kenya's longsuffering mobile customers.

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Orange –Telkom: Increase/Exceed Customer
Satisfaction Through Our Own Intelligent Insight Solution

Susan Kihara, Quality Analyst, Horizon Contact Centers

Horizon Contact Centers Kenya is a Business Process Outsourcing company which has curved a niche in the market for itself since its inception back in 2008.

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To train 20 - 125 agents over a ten month period

HR - Training Department, Trainer, Horizon Contact Centers

Horizon Contact Centers is managing the customer care needs of Orange customers. Quality is critical to maintaining, retaining and attracting other customers.

This case study outlines how the Horizon Training Department was able to train 125 + within a short period of time and handle the short notice period given with the ramp up.

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Soft Skills - The Path To Organizational Excellence
 
Ameet Panu - Business Leader – Training, Horizon Contact Centers

Soft skills are the underlying principles that trademark a company for professionalism and excellent customer service. They provide differentiation between all the cookie-cutter look-alikes and play a vital role in customer loyalty.
 
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Can Governments Outsource?

Sanjay Sikka, CEO, Horizon Contact Centers

Process and Cost Optimization is on every boardroom agenda now. There is significant focus on citizen satisfaction through improvement in customer service and also focus on growth and enablers to support growth.

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Horizon Data Security 

Nicholas Nganga, Director – IT, Horizon Contact Centers

For companies in developed economies where data privacy laws exist, the impact of their clients’ data loss overseas does not stop at their home countries border.

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