Knowledge Base

Kenya BPO: how to assess a new outsourcing location

Kenya is emerging as a cost competitive BPO location. We discuss how buyers can assess Kenya on cost, talent and risk before adding it to a shortlist.
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Share price or service performance? How to judge a BPO supplier

A BPO supplier’s share price shows its financial health, not your service quality. Learn the three signals buyers need to track.
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How much will AI reduce demand for outsourced contact centres?

UK suppliers forecast AI will cut outsourced contact centre demand by about 19% on average, but answers run from 0% to 50%.
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How to run an outsourcing procurement process that works

Most outsourcing failures start with a poorly defined problem, not the wrong supplier. This is a step-by-step guide to the procurement process.
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Outsourcing governance: where contracted value leaks

Weak outsourcing governance quietly erodes contracted value. We uncover where it leaks, the three governance layers and what buyers must own.
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How to test agentic AI before it reaches customers

Simulation-based agentic AI testing, voice AI trust and orchestration: what enterprises need to prove before scaling AI agents in the contact centre.
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How tkg consolidated fragmented global support into a South African outsource operation

Read how tkg helped a global medical devices manufacturer consolidate support across 13 countries into one South African operation, delivering 35% in-house savings.
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In the Know: March, April & May 2026

From industry reports to dinners, golf days, podcasts and more, The Knowledge Group team have continued the year with what we do best - sharing knowledge and insight. Read our highlights here!
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In the Know: 2026 So Far

Supporting clients, hosting events and even launching a podcast series - the start of the year has kept us busy. Take a look at what we have been up to!
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Our 2025: Built on knowledge

2025 was a year of being in the room and in the detail. This is a look back at some of the moments that shaped it.
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We turned five and we're still doing it differently

In 2020, we set out with a straightforward ambition: give businesses a smarter way to buy outsourced services. Take a look at what we've achieved!
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Beyond platforms: the emergence of trust and digital visibility in modern contact centres

Explore the latest evolution impacting the customer experience landscape with the rise of the trust layer and digital visibility feeding AI.
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