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 7-min read LiDAR Annotation Quality: The Checks That Separate Usable 3D Labels From Expensive Rework 3D labels are slow and costly to produce, and errors in them are hard to see. These are… Read article → UTILITIES & ENERGY 6-min read Staffing Energy Transition Programs: Smart Meters, Solar and EV Tariffs Without the Complaint Spike Smart meters, time-of-use tariffs, rooftop solar and EV charging programs each bring a wave of customer questions. This… Read article → INDUSTRIAL & PUBLIC SECTOR 6-min read What Field Service and Dispatch Work Can Run Remotely, and What Cannot Field service, dispatch and public-sector operations still depend on people on site, but a large share of the… Read article → TECHNOLOGY & SAAS 6-min read Support-Led Growth: Turning SaaS Support Tickets Into Retention and Expansion Support tickets are one of the richest sources of retention and expansion signals a SaaS company has. This… Read article → PROFESSIONAL SERVICES 7-min read The Confidentiality Questions Clients Now Ask Professional Firms About Their Offshore Teams Law firms, accountants and consultancies increasingly use offshore teams, and their clients increasingly ask how confidential work is… Read article → PROFESSIONAL SERVICES 6-min read How to Brief an Outsourced Research Team for Decision-Ready Output Outsourced research is only as good as the brief behind it. This is how to write a brief… Read article → MEDIA & GAMING 7-min read Player and Fan Support: Operations for Gaming and Streaming Platforms at Launch Scale Game launches, season premieres and live events bring support surges that most teams never fully staff for. This… Read article → MEDIA & GAMING 7-min read Responsible Gambling Interactions: What Player Support Teams Must Do and Record Player support teams are often the first to see signs of gambling harm. This is what regulators expect… Read article → TRAVEL & HOSPITALITY 7-min read Building a Travel Disruption Surge Plan Before Peak Season Weather, strikes and system outages do not wait for staffing plans. This is how airlines, travel agencies, platforms… Read article → TRAVEL & HOSPITALITY 7-min read Missed Connections on Rail-and-Air Trips: Who Rebooks, Who Pays, and How Support Should Respond Itineraries that combine trains, flights and ground transport fail at the joins. This is who is responsible when… Read article → TRAVEL & HOSPITALITY 6-min read Room Block Attrition: How Event Planners Avoid Paying for Empty Rooms Hotel group contracts let planners hold rooms at a negotiated rate, but unused rooms can still be billed.… Read article → TRAVEL & HOSPITALITY 7-min read Overbookings From Channel Manager Sync Errors: Causes and Fixes An overbooking caused by a sync error costs a hotel the room revenue, a walked guest and often… Read article →
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