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
1,115
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
CALL CENTERS & BPO 7-min read The Role of the Philippines in Global Technical Support Strategies Few companies run support from a single location anymore; the real design question is which work sits where,… Read article → CALL CENTERS & BPO 15-min read Crisis Management Protocols in Philippine Contact Center Operations Crisis management represents a critical capability for Philippine contact centers, enabling operational continuity and customer service excellence even… Read article → CALL CENTERS & BPO 9-min read Follow-the-Sun Support Models: Building 24/7 Customer Service Excellence The sun never sets on customer expectations. As businesses expand across time zones and digital commerce eliminates geographical… Read article → CALL CENTERS & BPO 14-min read Quality Assurance Frameworks in Philippine Contact Center Excellence The Philippine contact center industry has established itself as a global leader in customer service delivery, with quality… Read article → CALL CENTERS & BPO 8-min read Unlocking Technical Expertise: What Filipino Support Engineers Bring to L2 and L3 Work The hardest part of scaling a support organization is rarely the first-line volume; it is finding enough engineers… Read article → CALL CENTERS & BPO 14-min read Multilingual Capabilities: Expanding the Reach of Philippine Call Center Services The Philippine call center industry has established itself as a global leader in customer service delivery, with its… Read article → CALL CENTERS & BPO 13-min read Healthcare Support Services: The Growing Niche for Philippine Contact Centers Healthcare support services are where the Philippine contact center industry’s shift toward specialized work shows most clearly. With… Read article → CALL CENTERS & BPO 12-min read Balancing Automation and Human Touch in Philippine Customer Service Operations The Philippine contact center industry has established itself as a global leader in customer service delivery, with over… Read article → CALL CENTERS & BPO 9-min read Leveraging Philippine Talent to Enhance Global Customer Service Delivery Filipino customer service professionals are the asset a North American brand is actually buying when it moves support… Read article → CALL CENTERS & BPO 14-min read Customer Experience Analytics: How Philippine Call Centers Drive Insights The Philippine call center industry has established itself as a global leader in delivering customer service that earns… Read article → CALL CENTERS & BPO 21-min read Optimizing Travel Operations Through Strategic Business Process Outsourcing: The Philippines Advantage Back office operations serve as the operational foundation of successful travel organizations, encompassing the complex administrative, financial, and… Read article → CALL CENTERS & BPO 14-min read The Rise of Specialized BPO Services in Philippine Contact Centers The Philippine Business Process Outsourcing (BPO) industry has evolved significantly from its origins as a provider of basic… Read article →
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