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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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
CALL CENTERS & BPO 7-min read Diversity, Equity, and Inclusion: How Call Centers in the Philippines Are Building a More Inclusive and More Equitable Workplace Diversity, equity, and inclusion (DEI) have moved from a corporate social responsibility line to a strategic imperative for… Read article → CALL CENTERS & BPO 12-min read What is “Shrinkage” in Philippine Call Centers? Shrinkage is one of the most critical, yet often misunderstood, metrics in call center operations, where every second… Read article → CALL CENTERS & BPO 25-min read Customer Experience Excellence: Delivering Superior Front-Office Insurance Services Through Outsourcing to the Philippines The insurance industry has undergone a fundamental shift in recent years as customer expectations have evolved from simply… Read article → CALL CENTERS & BPO 12-min read What is a “QA Score” in Philippine Call Centers? In the competitive landscape of Business Process Outsourcing (BPO), particularly within the Philippines’ thriving outsourcing industry, the “QA… Read article → CALL CENTERS & BPO 25-min read Nurturing Talent Pipelines: Workforce Excellence in Contact Center Outsourcing Services to the Philippines The Human Capital Foundation of Service Excellence The foundation of exceptional contact center outsourcing services rests upon the… Read article → CALL CENTERS & BPO 10-min read How Do I Handle an Abusive Caller in Philippine Call Centers? Agents in the Philippine call center industry will inevitably encounter abusive callers, and the way a provider handles… Read article → CALL CENTERS & BPO 25-min read Customer Acquisition in the Philippines Through Analytics: Redefining How Businesses Grow The Analytics Revolution in Philippine Customer Acquisition Data analytics now decides which prospects are worth a sales conversation,… Read article → CALL CENTERS & BPO 13-min read What Are the Biggest Contact Center Companies in the Philippines? The Philippines has firmly established itself as the global leader in business process outsourcing, with its contact center… Read article → CALL CENTERS & BPO 7-min read The Multigenerational Workforce: How Call Centers in the Philippines Are Harnessing the Power of Age Diversity For the first time in history, there are five generations working side-by-side in the workplace: the Silent Generation,… Read article → CALL CENTERS & BPO 11-min read What is “Upskilling” in the Philippine Contact Center Industry? The Philippine contact center industry, a cornerstone of the global business process outsourcing (BPO) landscape, is at a… Read article → CALL CENTERS & BPO 6-min read The Startup Advantage: Why Call Centers in the Philippines Are the Ideal Partner for High-Growth Companies For high-growth startups, the journey from a promising idea to a market-leading enterprise is a precarious one. Every… Read article → CALL CENTERS & BPO 12-min read How Much is the 13th-Month Pay in Philippine Call Centers? The Business Process Outsourcing (BPO) industry is a monumental pillar of the Philippine economy, employing over 1.7 million… Read article →
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