show episodes
 
On the Digitally Irresistible podcast, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals who care greatly about delivering a great customer experience. Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.
 
Have you ever wondered what happens when women take off their heels for the day and unwind with a glass of red or a finger or two of whiskey? What stories would they tell? What meetings have they walked into unannounced to take back the power? If These Heels Could Talk takes you behind the scenes with two women in the business world who have seen it all. They’ve been at the bottom of the ladder and the top of the ladder. They’ve been underestimated and they’ve had their ideas stolen. And the ...
 
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show series
 
In this episode, we feature Sekou Alleyne, President of InvesTT in Trinidad. InvesTT is a government-run investment promotion agency. iQor has worked with this agency for six years to help set up our nearshore expansion with a sizable workforce in Trinidad, currently numbering more than 1000 people. In this episode, Sekou shares highlights about th…
 
What we tell ourselves about a situation is a powerful thing. Business not growing? It’s easy to say it’s because of the market. Or because of circumstances. Or because of the weather. But what do you do when you’re watching someone else thrive with the same circumstances? When JoyGenea and Michelle met, they quickly joined forces as office mates. …
 
In this episode, you'll meet Andrew Reilly, a data scientist at iQor. He explains the Net Happiness Score's method and technology, which we covered in episode 13 with William Adams. Andrew's data science career at iQor has evolved across several functions. It's currently focused on finding solutions to operational challenges, emphasizing attrition …
 
William Adams started at iQor nine years ago. He is Vice President of Operations, managing a team of employees in the Philippines that support two telecom clients. The client programs he oversees manage the entire life cycle of the customer journey, including customer care, collections, chat, and retention. Another client program that William leads…
 
We’re probably all familiar with the idea of a workout buddy - someone to make sure we show up to our workouts and complete them all the way through. This is an accountability partner, and we need them in our businesses. Why? Because being accountable only to ourselves in the short term means procrastinating on the really important and difficult th…
 
David Rickard serves as Vice President at Everest Group. He's based in the UK and manages the customer experience management practice and sourcing and vendor management on a global scale. Before Everest, David spent a couple of years consulting and was at Microsoft for 18 years overseeing their contact center outsourcing business. Despite the pande…
 
Hiring family and friends. The place most small businesses start and, if done well, can be an absolute boon to a business early on. Once a business has non-related employees, hiring family gets extra tricky. The owner isn’t just navigating the familial relationships and dynamics, but internal business dynamics among staff. Clear communication, expe…
 
Our featured guest on this episode is Flo Navarro, Senior Vice President of Human Resources at iQor Philippines and Head of Global Recruiting. Flo has a huge responsibility. In addition to overseeing all traditional HR functions for roughly 27,000 iQorians in the Philippines, she also oversees global talent recruiting. As a BPO with a presence in n…
 
Gary Praznik has worked at iQor for more than twenty-one years. He is currently President and CEO of the 35,000-employee company where he has held roles in operations and sales. In this episode, Gary shares how he learned the power of listening early in his youth and how listening has helped him in all relationships, including in his career. Career…
 
Troy Sanders has been very successful in his sales career at iQor. Troy's career includes an extensive background in professional services, marketing, sales, and operations. He credits trust building as the biggest factor to his success in sales in the BPO industry. In this episode, we examine Troy's strategy that has fueled his success. Troy began…
 
Ever see a headshot on a business card? How many times does it look like the person who handed you the card? What about images for your website? When was the last time you updated those? Some businesses recognize the need for professional images, but don’t update them frequently. This happens for coaches, consultants, real estate agents, insurance …
 
Welcome to another episode of the Digitally Irresistible podcast. Today’s guest is Gladys Rodinas, Supervisor Operations in Talisay, Philippines. Gladys has had an inspiring journey in her iQor career in just a few short years starting as a call center agent. Whether you watch the video or listen to the podcast, you’ll discover that her story inclu…
 
Sorry, we don’t take that card. Sorry, the computer won’t let me do that. Sorry, we’re not allowed to process refunds without a manager. How many times have you heard something like this at a national chain or a government office or some other organization where decision-making is removed from the person who is standing in front of the customer. Th…
 
Our featured guest on this episode is Gail McLaughlin Toti. Gail has a unique vision with her customer relationships based on her tenure in the BPO industry. She can see her client's needs in the short term and the long term. Gail has been with iQor for 11 years as Vice President of Business Development and has been in the contact center industry f…
 
Chris Holt started working at iQor when he was in high school on the 6 pm shift. Twenty years later, Chris’ leadership development path has resulted in him being a Director of Operations in Charlotte, NC, managing a team of customer experience professionals on a client portfolio in Warranties and Utilities. Chris’ impressive career journey at iQor …
 
Our featured guest on this episode is Maria Cristina Castro, also known as Strawberry Castro. We began our conversation with the back story on her nickname, Strawberry. We learned that her given name is widespread in the Philippines, and when her sister gave her the nickname Strawberry in their childhood, it stuck. Strawberry has a remarkable caree…
 
Every week, there’s another headline about millennials and what they’re doing wrong - not enough of this, too much of that. Millennials have, evidently, killed the diamond and dairy industries, refused home ownership on a massive scale, and slowed the birth rate to its lowest point ever. Wow. That’s a ton of responsibility. Employers just shake the…
 
Welcome to another episode of Digitally Irresistible. Today’s guest is Ada Smith, Director of Analytics. Ada works with very cool technology known as RPA, which stands for robotic process automation. In this episode, Ada explains what RPA is, some use-cases for it, and provides two real-world examples of how iQor is deploying intelligent automation…
 
There’s nothing that can replace practice. Think about gymnasts. Years - decades really - of practice to perform a routine that’s about a minute long. Talk about pressure. And talk about dedication to practicing. In business, practicing can mean many things. Those arguments that you have with yourself in the shower or the car are practicing for rea…
 
Annette Timmins has been in the Business Process Outsourcing industry, referred to commonly as BPO, for more than twenty-five years. She recently joined iQor as Vice President, Business Development. In this episode, I spoke with Annette about the changes she’s seen in the BPO industry and why she joined iQor. Annette addressed my question about why…
 
On episode one of the Digitally Irresistible podcast, we discussed the role of digital technology in delivering a personalized omnichannel customer experience that end users demand. On episode two, we focus on the irresistible part of the equation because in order to deliver a great customer experience using digital channels, it's imperative to hav…
 
Imagine 3 adult siblings with respectful relationships who primarily see each other during holidays. Imagine now that these 3 siblings are faced with planning a parent’s funeral and dissolving a household, estate, and life. The amount of time and work this creates is like another job. And it requires all siblings to step into the challenge in diffe…
 
On episode 1 of the Digitally Irresistible podcast, our featured guest is PJ Singh, Chief Digital Officer at iQor. We discuss with PJ the role of digital technology in the modern customer experience. PJ reveals the importance of meeting the customer where they are in their journey to deliver answers and solutions. Consumers want answers to question…
 
It’s not about how much your product or service costs. It’s about the value of that product or service in your client’s mind. It’s not about who sees your ad. It’s about what your ad says (or doesn’t say) that creates desire. Marketing isn’t advertising. But strong marketing and strong advertising emanate from the same place - understanding your br…
 
There are obvious differences, like holidays that are religion-based. And there are subtle and individual differences, like Memorial Day feeling different for a family that has lost a loved one in military service. But relatively recently, more mainstream media attention has been focused on what might be termed political or historical holidays, lik…
 
I want to invite you to subscribe to the Digitally Irresistible podcast brought to you by iQor. I’m your host Bernie Borges. On each episode, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals both inside iQor and outside the company who are passi…
 
In marketing, we work to create value in the audience’s mind. But when the entire value is driven by marketing and not the laws of supply and demand, does that leave us vulnerable to the ‘next big thing’ that undermines our value? The diamond industry is a great example. Now that man-made alternatives are readily available, much more accessible, an…
 
Read any professional job description and it will describe a linear path toward the open position: this degree, this many years of experience, and this background. And in the next sentence, the job description will talk about initiative (self-starter!) and drive to succeed. It will describe a company that values resilience and being open to change.…
 
It’s not that you think you’re wrong. You know you’re right. But you also know that women get negative feedback from others (women and men), when we insist on getting what we want - what we order in a restaurant, what we pay for at the auto mechanics, what we need from our doctors. A purist may say that holding our space is important in every situa…
 
You might be overlooking talent and leadership in your organization and not even know it. Many times, introverts are uncomfortable speaking up in meetings, voicing ideas, or even just so overwhelmed by the social interactions that the meetings are uncomfortable. If this is your only interaction with some of your staff, it may be the only way you ca…
 
If you think buying or selling a home has you prepared for the commercial real estate rollercoaster, think again. There’s a reason the game Monopoly is all about becoming a tycoon by buying residential real estate - between zoning, the Small Business Association, permits, tax incentive programs, and the National Historic Registry, buying commercial…
 
It’s often described as a cup. Our cups are over-full or not full enough. With things that have physical limitations, like a building or a production line, we talk about capacity. The number of people a building can hold. The number of widgets a line can produce in an hour or a day. Capacity is all around us as entrepreneurs and small business owne…
 
Between depression and flourishing, there is a state of being that most of us feel. We might call it the ‘blahs.’ We can still get our work done. We can still find joy in our kids and our lives. But it feels like everything is harder. Everything takes effort. Our motivation is duller. And so is our focus. This is called languishing and it is a very…
 
How do you set a price for your time? So many factors go into this decision - market, services, client budget, selling propositions, and competition are the straight-forward, left-brained business decisions. But self-worth, confidence, and desire to ‘help out’ all factor into an entrepreneur’s decision-making around pricing. You need to be able to …
 
So often, people think creativity is about some sort of art or craft. But really, creativity is about problem-solving. Transforming something, or some circumstance, to what we want it to be. And creativity is not a magical, mystical concept that only some people can grasp. Maybe it is true that some people are more naturally creative, but creative …
 
Not all agencies white label, but some specialties within marketing are difficult to have on staff. So how do these relationships work? And why not just tell the clients exactly what is going on? Michelle and JoyGenea discuss the line between transparency and the ethics of working through other companies while working on their own business brands. …
 
Getting SMART about goals is about making sure your goals are easier to define and manage. Breaking them into long-term and short-term helps as well. A long-term goal like, say, a million in revenue by year 5 in business, is a great aim. But until it’s broken into smaller, short-term goals with time frames and action steps, it’s easy to let time ju…
 
Why would anyone leave a healthy relationship? Professionally, we do it all the time. Sometimes we outgrow a group. Sometimes we find something that fits our professional goals better. Sometimes we’re recruited. Sometimes another relationship, like a partner or children, takes precedence. The trick is to alter the terms of the relationships in a wa…
 
In so many professional situations, small talk abounds. As women, we are inevitably asked about children. For women without children, these conversations can be emotional and social minefields. Do you share intimate details of your infertility history with acquaintances? Suffer the social awkwardness when you deflect the question or appear emotiona…
 
When a relationship is over, it’s over. But how do you tell a professional service provider that helped your business grow that you need someone new? In a small business community, your brand is at stake when you’re firing a professional service provider. Treating others with respect and dignity honors the business relationship you’ve had in the pa…
 
No one wants to think about emergency preparedness. Recorded in late 2019, before COVID-19 shut downs, the topic remains pertinent. Michelle broke her arm and what happened to her business? What should a small business do to prepare for the unexpected? What haven’t you thought of? Where are your blind spots? Michelle and JoyGenea discuss their busi…
 
They say there’s nothing more flattering than being copied. In business, trying to do things just like a competitor may not be the best strategy. Nothing wrong with learning from your competition. But there’s something wrong with copying your closest competitor. In any business, there’s competition. When you’re planning your business, whether you’r…
 
Would a rose, by any other name, smell as sweet? Would a brand, by any other name, be the same? Naming is a tricky business. You want something unique. Something that describes the business. Something you love. But don’t forget the other factors in naming. Spelling. Trademark abilities. Unintended cultural meanings. Domain availability. And the all…
 
Are your assets covered? That is, is your brand accurately trademarked? Is your web content copyright protected? How do you know? JoyGenea and Michelle cover the wonderful world of Intellectual Property in this episode of “If These Heels Could Talk.” From their own experiences with trademark violations, cease and desist letters, and brand name conf…
 
Marcus Lemonis is famous for saying, over and over during many seasons of The Profit, “If you don’t know your numbers, you don’t know your business.” But what numbers is he talking about? He’s talking about profit & loss, cash flow, and debt. He’s talking about your balance sheet - revenue vs. expenses. In reality, he’s talking about 6 or 7 numbers…
 
From logins to employees to insurance to password managers, small businesses have very little in place for their own privacy and don’t do much about client and customer security. The thought that small businesses are not targets is patently false. This podcast is a reminder to stop doing these things: Emailing passwords Using the same password for …
 
On February 4th, 2021, the head of the Olympic Organizing Committee, Yoshiro Mori, was in the news for making derogatory comments about how women interact in professional meetings. Some of the quotes: “Women have an annoying tendency to make meetings run unnecessarily long.” “board of directors meetings with many women take a lot more time.” “When …
 
Mean, Sorry, Just, Little, Correct me if I’m wrong, I know I’m no the ultimate expert, It’s just my opinion… These words and phrases keep us from showing up to business meetings and in relationships with our full expertise and brilliance. Qualifying, passive statements are used to soften the edges of our words so we can make others more comfortable…
 
Why can’t we type when someone is watching? Why do errands that we hate always fall to the bottom of the to do list? Why is it that simple tasks turn into impossible ones? Because our emotions get in the way of our executive functions. Working memory, flexible thinking, and self-control (even coordination) are our executive functions. In children, …
 
What’s stopping you from trying? Maybe it’s fear of failure. Stops a lot of people from trying a lot of things, especially those who are used to being successful. But what if the opposite of success wasn’t failure. What if the opposite of success was learning? Reframing failure isn’t just some pie in the sky idea. There’s actual science behind it. …
 
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