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
pages of insight
1,114
articles published
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 & DATA 6-min read What Is the Attrition Rate of AI-Specialized Agents in Metro Manila? Far lower than in traditional voice work. The annual attrition rate for AI-specialized agents in Metro Manila sits… Read article → AI & DATA 5-min read How Do I Hire a Philippine-Based “AI Pilot” for My Customer Service Team? To bring a Philippine AI Pilot into your customer service team, partner with a vendor-neutral BPO advisory firm… Read article → AI & DATA 6-min read What Is the AI Literacy Rate of the Philippine BPO Workforce? Exceptionally high. Most front-line Philippine BPO professionals now use generative AI and automation tools in their daily workflows,… Read article → AI & DATA 5-min read How are Philippine BPOs reskilling agents for the 2026 AI economy? Leading Philippine BPOs are reskilling front-line agents into specialized “AI Pilots” built on three traits — Adaptability Quotient,… Read article → ARTICLES 8-min read How Does Healthcare BPO to the Philippines Compare to Expanding U.S.-Based Administrative Teams? Healthcare BPO in the Philippines cuts administrative overhead substantially compared with scaling U.S. teams, while adding a specialized,… Read article → AI & DATA 6-min read What Are the Core Competencies of an AI-Native BPO Leader in the Philippines? An AI-native BPO leader needs three core competencies: data architecture governance, agentic AI orchestration, and human-in-the-loop calibration. Rather… Read article → ARTICLES 8-min read Which Healthcare Functions Should Hospitals Outsource to the Philippines First to Maximize Business Impact? Hospitals should outsource Revenue Cycle Management (RCM) first—specifically medical coding, billing, and clinical documentation improvement (CDI). RCM delivers… Read article → ARTICLES 9-min read What Competitive Advantages Can Health Systems Gain from Healthcare BPO in the Philippines? Health systems gain a competitive edge by shifting from cost-arbitrage outsourcing to “Intelligence-Augmented Care”—using the Philippines’ deep clinical… Read article → ARTICLES 11-min read How Can Healthcare Outsourcing to the Philippines Support a Hospital’s Long-Term Growth Strategy? Hospitals outsource healthcare operations to the Philippines to convert administrative cost into a strategic revenue engine. By pairing… Read article → AI & DATA 6-min read Build vs Outsource: Should You Run AI & Autonomy Support In-House or via a Philippine BPO? The build-versus-outsource decision for AI and autonomy support turns on cost structure, speed, and control. Building in-house buys… Read article → AI, ROBOTICS & AVS 6-min read How Do You Choose the Best BPO Partner for AV Delivery Support Outsourcing in the Philippines? Choosing the best BPO partner for autonomous vehicle (AV) delivery support outsourcing in the Philippines means scoring safety… Read article → AI, ROBOTICS & AVS 6-min read How Do You Govern Liability & the Remote-Intervention Hand-off in AV Support Outsourcing? Governing liability in autonomous vehicle (AV) support outsourcing comes down to one explicit, audited line: when the onboard… Read article →
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