Insights

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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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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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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Reflections on Contact Centre Expo 2025

From AI agents to business intelligence and strengthening partnerships, explore buyers' technology priorities from Contact Centre Expo 2025!
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The UK BPO Briefing Series 2025: Insights from a year of change

Dive into our insights and takeaways from the 2025 BPO Briefing series!
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How are outsourcers supporting your digital transformation?

See how organisations use outsourcers for digital support, while keeping strategic control firmly in-house.
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Reflections from CxOutsourcers 2025: From insight to action

From exploring industry trends, to delving into buying behaviour and more, read our top takeaways from this year's CxOutsourcers!
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Navigating change: Challenges and opportunities in the UK BPO sector

Read our article about the challenges and opportunities BPO leaders are facing in the sector!
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Maximising service experience while managing budgetary constraints

Balancing the need to maximise service experience with budgetary constraints - read the key takeaways from our discussion with leaders from the contact centre and BPO industry!
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