Outsourcing
Harold Ladaran on Building a People-First BPO in Davao
Most BPOs that fail their clients don't fail on price. They fail on accountability — specifically, the absence of a single party who owns the outcome when some…
Outsourcing
Juneteenth and the Case for Distributed Workforce Planning
It's Juneteenth. The US office is closed — as it should be. But by midday, the support queue has 200 open tickets, a reconciliation exception is sitting unackn…
Outsourcing
Building a BPO From Davao: Harold Ladaran on Leading Splace
Foreign companies hiring in the Philippines have long run the same frustrating playbook: one vendor to recruit, a second to handle employment compliance, a thi…
Managed Teams
AI in Customer Support Outsourcing: What Actually Changes in 2026
AI tools are now standard in customer support stacks. Most ops leaders accept that — what they're still working out is what it actually means for headcount, ve…
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