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
AI, ROBOTICS & AVS 6-min read Offline Recommender Evaluation With Human Raters: When Clicks Are Not Enough Click data says what people did, not what they wanted. Offline evaluation with human raters lets recommendation teams… Read article → AI, ROBOTICS & AVS 6-min read Building a Transaction Categorization Taxonomy That Models and People Can Both Use Transaction categories power budgeting apps, spend analytics, lending models and fraud detection. A weak taxonomy makes every one… Read article → AI, ROBOTICS & AVS 6-min read Negation and Uncertainty in Clinical Text Annotation: Rules That Keep Healthcare Models Honest Clinical notes are full of negation, uncertainty and history: “no evidence of,” “rule out,” “family history of.” Annotation… Read article → AI, ROBOTICS & AVS 6-min read Diarization Error Rate Explained: What It Measures, What It Misses and How to Label for It Diarization error rate is the standard way to score who-spoke-when systems, and it is easy to misread. This… Read article → AI, ROBOTICS & AVS 6-min read How to Screen Developer-Annotators for Code Model Training Data Code models learn from whoever labels their data. If annotators cannot run, debug and judge code in the… Read article → AI, ROBOTICS & AVS 6-min read Table Annotation Guidelines for Document AI: Cells, Spans, Headers and the Hard Cases Tables are where document AI fails most visibly: wrong totals, shifted columns, merged headers misread. Clear table annotation… Read article → AI, ROBOTICS & AVS 6-min read Robot Demonstration Data: Why Diversity Beats Volume for Robot Foundation Models Robot foundation models need real interaction data, and teams often chase episode counts. The evidence from practice is… Read article → AI, ROBOTICS & AVS 6-min read Consent and Privacy for First-Person Video Datasets: A Practical Checklist First-person video shows hands, homes, screens and other people. Before collecting it, teams need a consent and privacy… Read article → AI, ROBOTICS & AVS 7-min read How to Plan an Autonomous Driving Data Collection Campaign That Fills Real Coverage Gaps Autonomy programs log thousands of hours and still miss the scenarios their models fail on. This is how… Read article → UTILITIES & ENERGY 7-min read Utility Arrears: Payment Plans, Disconnection Rules and Collecting With Care Customers fall behind on utility bills for many reasons, and regulators watch closely how utilities respond. This is… Read article → INDUSTRIAL & PUBLIC SECTOR 7-min read FERPA-Compliant Student Support: What Help Desk Agents Can and Cannot Share Student support teams answer questions about grades, aid, enrollment and accounts every day, and US privacy law limits… Read article → TECHNOLOGY & SAAS 6-min read Why Helpdesk and CRM Integrations Break, and How to Keep Customer Data in Sync Support teams depend on helpdesk, CRM and billing systems talking to each other. When integrations break, agents work… Read article →
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