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
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 7-min read How AI Is Changing the Face of Customer Support in Philippine Call Centers A customer who contacts a support line today may never wait in a queue, may get an answer… Read article → ARTICLES 20-min read Implementing Education Outsourcing to the Philippines: A Strategic Guide to Operational Excellence The successful implementation of education outsourcing to the Philippines requires sophisticated planning, systematic execution, and comprehensive change management… Read article → FINANCIAL SERVICES & FINTECH 7-min read Next-Level Fintech Customer Support: Disputes, Fraud and Chargebacks from Manila Next-level fintech customer support resolves a money problem on the customer’s chosen channel, at any hour, without creating… Read article → ARTICLES 8-min read Next-Gen Call Centers: Pioneering the Future of Customer Support Next-gen call centers are defined by a division of labor, not by a gadget: software resolves the routine… Read article → ARTICLES 36-min read The Practical Edge of Technology Outsourcing to the Philippines in Long-Term Business Growth The traditional paradigm of technology outsourcing as primarily a cost reduction strategy has evolved into a sophisticated value… Read article → CALL CENTER 6-min read The Philippines’ Call Center Industry: A Look at the Economic Impact The economic impact of the Philippine call center industry reaches well beyond the people on the phones: it… Read article → CALL CENTER 6-min read A Key Player in the Global Market: The Philippine BPO Industry in 2026 The Philippine BPO industry earned its place in the global market by doing one thing very well, English-language… Read article → ARTICLES 24-min read Transforming Real Estate Operations Through Proptech: A Strategic Framework for Offshore Technology Partnerships The real estate industry stands at an unprecedented crossroads where traditional operational models are being fundamentally reimagined through… Read article → CUSTOMER SERVICE AND SUPPORT 8-min read The Philippines’ Contact Center Industry: A Look at the Opportunities and Challenges The Philippines’ contact center industry enters 2026 as the world’s largest voice-outsourcing destination and, at the same time,… Read article → CALL CENTER 7-min read The Philippines’ Growing Role in Multilingual Call Center Services The country built its reputation on English, but buyers now ask a different question: which other languages can… Read article → AI & DATA 7-min read The Growing Role of Philippine Call Centers in Artificial Intelligence Filipino support teams are no longer just the place where AI gets deployed; increasingly, they are where it… Read article → ARTICLES 8-min read Round-the-Clock Fintech Support in the US: Leveraging Contact Centers A card gets declined at 2 a.m. in Chicago, a wallet transfer stalls on a Sunday in Denver,… Read article →
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