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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1,122
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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
ARTICLES 7-min read Expanding an Offshore Insurance Engagement: From First Process to Full Scope Most carriers that send work to Manila begin with one process and grow from there, and expanding an… Read article → ARTICLES 7-min read Health Tech Evolution: How Filipino Healthcare Teams Became a Global Delivery Base The Philippines did not become a serious partner for US hospitals, payers and digital health companies by accident.… Read article → ARTICLES 8-min read Expedia, Marriott and TripAdvisor: Three Service Models for Offshore Travel Support Expedia, Marriott and TripAdvisor run three very different customer operations, and each one maps neatly onto a desk… Read article → AI & DATA 6-min read How Philippine Call Centers Are Evolving Toward a Tech-Driven Future: AI, Data, Cloud and Upskilling The Philippines has long been renowned as a global leader in the Business Process Outsourcing (BPO) sector, particularly… Read article → ARTICLES 8-min read How Technology Is Reshaping Healthcare Outsourcing: AI, RPA and Data in 2026 Technology has changed what US hospitals, health plans and healthtech firms can hand to an offshore team, and… Read article → ARTICLES 7-min read Beyond the Back Office: How Filipino Healthcare Specialists Redefine Care Support Twenty years ago, a US hospital sent transcription and data entry offshore and kept everything that touched a… Read article → ARTICLES 7-min read Why Medical Record Retrieval Works Better With a Filipino Team Medical record retrieval is slow, repetitive and deadline-driven, which is exactly why so many US health plans, risk-adjustment… Read article → ARTICLES 9-min read How AI and Filipino Agents Are Changing E-Commerce Customer Support Software now answers many of the predictable questions an online store receives, and that has changed what the… Read article → ARTICLES 8-min read Managing High-Volume Call Traffic in Customer Support Operations A queue that holds its service level through a product launch, a billing error or a holiday peak… Read article → ARTICLES 9-min read Next-Gen Call Centers: Transforming Customer Service with Advanced Technology Next-gen call centers earn the name only when their technology shortens the path to a resolved problem, not… Read article → ARTICLES 24-min read Digital Claims Revolution: How Insurance Outsourcing to the Philippines Transforms Modern Processing Operations The insurance claims process represents the defining moment in any customer relationship, where the promises made during policy… Read article → ARTICLES 7-min read Which Insurance Functions Belong Offshore? A Service Map for Carriers and TPAs Deciding which insurance functions belong offshore starts with one distinction: work that prepares, records or communicates a decision… Read article →
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