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.

93
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1,114
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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…
Read the feature →
→ 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
AI & DATA 6-min read How Do You Outsource High-Velocity LLM Fine-Tuning & RLHF Support to the Philippines? Outsourcing high-velocity LLM fine-tuning and RLHF support to the Philippines means running the human-judgment side of alignment at… Read article → ARTICLES 5-min read How Do You Outsource Live-Stream Moderation Services to the Philippines? Outsourcing live-stream moderation services to the Philippines means running real-time voice, video, and behavioral moderation across high-scale interactive… Read article → ARTICLES 4-min read What is the human-to-AI ratio for high-performing Fintech support teams? After auditing live support operations across our fintech partner network, the pattern is consistent: the teams with the… Read article → AI & DATA 4-min read How does Generative AI impact the “seat-cost” model in Manila? Key Takeaways For two decades, Manila’s business process outsourcing (BPO) industry sold the same unit: a seat. The… Read article → AI & DATA 7-min read Which Philippine BPOs Offer “AI-as-a-Service” (AIaaS) Alongside Staffing? A small group of mid-sized and large providers in Manila, Cebu and Clark now sell AIaaS alongside staffing:… Read article → AI & DATA 5-min read How do I transition a legacy BPO program to an AI-first framework? To transition a legacy BPO program to an AI-first framework, shift from a headcount-based (FTE) model to an… Read article → AI & DATA 6-min read How do Philippine BPOs handle AI model grounding for client-specific data? Key Takeaways Top-tier Philippine BPOs handle enterprise AI grounding, a core discipline of agentic AI inside a managed… Read article → ARTICLES 6-min read What Does Philippine Outsourcing Offer Beyond Labor Savings? Skills-based outsourcing to the Philippines is the strategic practice of sourcing high-order cognitive capability — analytical judgment, specialized… Read article → AI & DATA 6-min read Can AI-Augmented Filipino Agents Replace Tier 2 Technical Support? Pairing the analytical skill, English fluency, and empathy of Philippine Tier 1.5/2 engineers with real-time AI copilots and… Read article → AI & DATA 9-min read How Philippine Call Centers Use Agentic AI to Reduce Average Handle Time Leading Philippine contact centers reduce Average Handle Time by replacing rigid “if-then” chatbots with agentic AI that reasons,… Read article → AI & DATA 9-min read What is the ROI of an AI–Human Hybrid BPO Model in the Philippines? An AI–human hybrid BPO model in the Philippines typically delivers a steep reduction in cost per interaction versus… Read article → AI & DATA 5-min read What Is the 5-Year Outlook for the Philippine AI-BPO Market (2026–2031)? Between 2026 and 2031 the Philippine BPO sector pivots from labor arbitrage to skills-based, AI-supported work, becoming the… Read article →
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