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Latest articles.

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.

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.

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%.

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.

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.

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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