Safaricom Newsroom Newsletter ~ November 2022

Happy new month good people!?

It’s November. The second last month of the year. You know what this means, Christmas, everyone’s favourite time of the year, is right around the corner.?

In this edition, we cover some interesting stories of amazing trends in tech. Starting off, in celebration of the Day of the Girl Child, we get to learn about two ladies who dedicate their time to empower the girl child with skills in tech. We also have an interesting story on coding and why we all need to get on it and learn more about it. Still on tech, we highlight 2 teachers who are leveraging technology to teach their students who have hearing impairment. A story of people going beyond the call of duty.

Additionally, we cover customer service as it is in today’s world. We speak to Lucille Aveva , Director Customer Obsession at Safaricom PLC about Customer Care being more than just a department. Still on customers, we touch on the rise of chat bots and how they are assisting in serving customers’ needs.

Lastly, we have an inspirational story about Nice Leng’et who is transforming the lives of girls who are victims of cultural practices in Kajiado through Nice Place, a refuge for girls that they can call home.

As always, feel free to share with your networks!?

Why Customer Care is no longer a department

Drawing from her 20 years of work experience across various sectors, Lucille Aveva has ensured that customer service, now called “Customer Obsession” is not just the work of one department but the organization as a whole. Why customer obsession? Find out more from her story:

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Podcast: How we are getting girls into tech

Through the Women In Technology (WIT) Initiative,?Caroline Masibo and Tima Ali ?go out into the community to encourage the girl child to take up STEM (Science, Technology, Economics, and Mathematics) subjects and consider careers in technology as they believe the girl child are the leaders of tomorrow. In celebration of International Day of the Girl Child, the two techies discuss women’s journeys in the tech industry, what Safaricom is doing to offer more opportunities for girls in tech, and what the national outlook is for girls in tech.

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Why coding is the new literacy

Reading and writing are some of the basic skills you need to survive in the modern world. In the Digital Age, there is one more skill you will need, Coding. Read about how Anne Mwangi challenged herself to learn the fast-growing skill.

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As demand for technical skills grows, teachers are digitalizing

Close to two years ago, the Safaricom Foundation set the stage for?Waithaka Vocational Training Centre?to become a model TVET ICT-enabled Centre of Excellence. With a 130 million investment, targeting over 1000 young people, the Foundation sought to put in place ‘sustainable infrastructure for youth training, improving instructor training capacities and to increase transition to employment.’?

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Tracking Zuri: Safaricom’s customer care chatbot

Zuri has catered to the needs of eight million customers across seven platforms – WhatsApp, Facebook Messenger, Telegram, SMS 100, SMS 234, Webchat, and the MySafaricom app. It has grown to become one of the main points customers use to get in touch with the company. Peter Kuria a software engineer in Digital Channels, the team behind Zuri at Safaricom, gives us more information about what Zuri can do for us.

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?Computers, digital opportunities, and a Nice Place

The Nice Place Foundation Centre in Kajiado County is doing more than its founder, Nice Nailantei Leng'ete , had initially planned, for the young women who find refuge there.

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Supporting inclusion in IT and tech careers

Tech skills are in increasing demand in the modern workplace. The IT Bridge Academy designed with employability in mind, is helping People with Disabilities to get the skills they need for the jobs of the future.

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