RESOURCE CENTER · PITON-GLOBAL

Insights on global outsourcing.

Expert perspectives from the PITON-Global Knowledge Center — call centers, healthcare, insurance and e-commerce outsourcing in the Philippines, the world’s premier CX destination. Written for leaders making the sourcing call.

94
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Today’s Features
FEATURED AI & DATA
Agentic AI, Next-Wave Cities and Per-Outcome Pricing: The 2026 Call-Center Playbook for Manila and Beyond
Executive Overview: In 2026, the Philippines has transcended its reputation as a “low-cost destination” to become the world’s leading Global Experience (GX) Hub. Managing an estimated…
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→ TECHNOLOGY & SAAS Help Desk Social Engineering: An Identity Verification Approach for MSPs → HEALTHCARE Veterinary Phone Triage: Writing a Protocol Your Front Desk and Remote Team Can Follow → TECHNOLOGY & SAAS Writing SOC Alert Triage Playbooks That Tier 1 Analysts Can Follow → HEALTHCARE MEAT Criteria in Risk Adjustment: How to Code a Condition That Survives RADV
Latest Articles

Fresh from the Resource Center.

All Insights Call Centers & BPO Healthcare Ecommerce & Retail Insurance
TECHNOLOGY & SAAS 6-min read Help Desk Social Engineering: An Identity Verification Approach for MSPs Attackers increasingly target the help desk rather than the firewall: a convincing caller asks for a password or… Read article → HEALTHCARE 7-min read Veterinary Phone Triage: Writing a Protocol Your Front Desk and Remote Team Can Follow A veterinary front desk takes urgent calls between check-outs, and a remote team takes them after hours. Both… Read article → TECHNOLOGY & SAAS 7-min read Writing SOC Alert Triage Playbooks That Tier 1 Analysts Can Follow Tier 1 triage is only as consistent as its playbooks. Without them, two analysts close the same alert… Read article → HEALTHCARE 6-min read MEAT Criteria in Risk Adjustment: How to Code a Condition That Survives RADV A diagnosis on a problem list is not a risk-adjustable condition. MEAT criteria are how coders and auditors… Read article → HEALTHCARE 7-min read ABA Authorization Tracking: How to Stop Delivering Sessions You Cannot Bill Most unpaid ABA hours were lost before the session started: the authorization ran out, expired or never covered… Read article → FINANCIAL SERVICES & FINTECH 7-min read First Notice of Loss Checklist: What to Capture on Every Claim, by Peril Most claims that run long were opened badly. A first notice of loss that misses one fact sends… Read article → ECOMMERCE & RETAIL 7-min read Double Brokering and Carrier Fraud: A Carrier Vetting Checklist for Freight Brokers Double brokering and carrier identity fraud now hit brokerages of every size. One bad booking can cost more… Read article → PROFESSIONAL SERVICES 7-min read Speed to Lead in Legal Intake: What to Measure and How Fast Is Fast Enough In legal intake, the firm that answers and signs first usually gets the case. Speed to lead is… Read article → AI, ROBOTICS & AVS 6-min read Designing Graders for RL Environments That Agents Cannot Game An agent trained with reinforcement learning learns whatever its grader rewards. If the grader can be tricked, the… Read article → AI, ROBOTICS & AVS 6-min read Building a Coding Agent Benchmark From Real Repositories Public coding benchmarks are saturating and leaking into training data. Teams building coding agents increasingly need private benchmarks… Read article → AI, ROBOTICS & AVS 6-min read Measuring Hallucination in Vision-Language Models: A Claim-by-Claim Method Vision-language models describe images fluently, and sometimes describe things that are not there. A claim-by-claim method gives teams… Read article → AI, ROBOTICS & AVS 6-min read Reward Hacking: How to Detect It Before Your Policy Learns It Policies trained against reward models find their weaknesses fast: longer answers, confident tone, flattering language, tidy formatting. Reward… Read article →
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