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Digitally Irresistible

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Digitally Irresistible

Bernie Borges, V.P. Global Content Marketing at iQor

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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 are passionate about delivering a great customer experience. Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.
 
The Winning Tactics podcast is built on the foundations of providing the tools and tips you need to make your small to medium business successful. We talk to industry experts on how to build your business the right way. Your host Adam Sinkus brings his passion for helping people realize their full potential to the screen to help your business achieve greater success. Over the last 10 years, he has built successful teams in the BPO industry founded on culture driven leadership and a desire fo ...
 
MKG Enterprises Corp Financial Services is a diversified digital asset technology company, that provides virtual tax consultancy, DeFi Lending, Staking, Yield Farming and innovative ERC-20 Altcoin DeFi products. MKG Tax Consultants provides startup BPO crowdfunding advisory services to meet the SEC Eligibility Requirements for Form CF submissions to regulated funding portals for issuer offering or selling securities in reliance on the exemption in Securities Act Section 4(a)(6) and in accord ...
 
PGBS is a reputed offshore outsourcing service provider that has been helping global businesses, professionals, and individuals with BPO support. Our service delivery infrastructure is appropriately designed and deployed to ensure the delivery of high-quality solutions to our customers within the predetermined deadlines and in cost-effective ways.
 
The "Think Extra-Ordinary Podcast" is India's one of the best Podcasts for unhappy, unfulfilled working professionals (Corporate, KPO, BPO etc) who are obsessed to follow their passion & want to learn the proven steps to monetize their One Unique Problem-Solving Skill. Deep Pandey is a host of this extraordinary Podcast & he is on a mission to help more than 100K, unhappy working professionals to get freedom by Starting or Scaling Digital Entrepreneurship Journey.
 
Global Office PH is a registered Australian-Filipino owned company growing in the heart of Cebu City, Philippines. Situated in an IT complex with modern facilities, Global Office PH's Managed Operations & Streamlined Services provides scalable opportunities that spell sustainability, growth, and success for any business venture. As your offshore workforce, GO-VA's goal is to create winnable games and strategies across all the work that we do, knowing that your success is our long-term fulfil ...
 
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CX Files

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CX Files

Mark Hillary - Analyst and CX Futurist

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CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
 
Offshoring and Outsourcing Philippines is produced by Vertical Internet Media Limited to provide insights and information about BPO industry in the Philippines as it may apply to customers in Australia, New Zealand, US, UK, Canada, and in fact, anywhere in the world. The podcast is produced as entertainment and should not be relied on for any business decision making without the listener independently ascertaining the situation and facts for themselves. The opinions expressed on this podcast ...
 
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show series
 
April Segovia’s career journey at iQor is both impressive and inspiring. April joined iQor as an operations supervisor in 2016 with six years of experience in the BPO industry. Her career journey at iQor has been challenging, in a good way. The telco client she supported started with 15 call center agents. The campaign was so successful that her te…
 
Covid had changed the way many of us operate our contact centers. In this episode of "Advice from a Call Center Geek!" we take a look back at where we were and all the policies, procedures we changed, the technology we now utilize, and the engagement that we have evolved. This is a great episode for you to take a look at your internal operation and…
 
The Income Gap: Richest Americans Vs. Other Americans Another way to compare annual income for the elite one percenter club and the "bottom" 99% percent is this: Nationwide, top 1% percenters' average yearly income is a staggering twenty five and a half times the annual earnings of the bottom ninety nine percent. The discrepancy is sharpest in New …
 
Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley Centre for Customer Management. In this episode Professor Clark explores the need to build back better post-pandemic CX and also the total lifetime value of customers. https://www.henley.ac.uk/people/pr…
 
3 Magical Steps Of Personal Development 👇👇 1. Find Out How Things Work 2. Go To Work 3. Don't Try To Beat System Don't let your learning lead to knowledge, you will become a FOOL, let your learning lead to Action, you can become WEALTHY. - Jim Rohn You may not able to do all you find out, but you should find out all you can do. Grab your Bonus: Tak…
 
Leading business experts agree that having systems is critical to success. But let's be real, the best-performing businesses are simply a system of systems. Whether you are in the growth stage of your business, or the scaling stage of your business it is critical to develope and improve your systems. This week we have John Knotts, coach and speaker…
 
Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/358 Remote Staff Derek Gallimore talks with Chris Jankulovski, CEO and founder of Remote Staff. Established in 2007, the company primarily offers remote staffing services focused on the Australia and New Zealand markets. Chris was one of the foun…
 
Charlene Li is renowned as a strategic thinker. She helps leaders and organizations thrive with disruption as an Author, Speaker, Advisor and Board Member. She has worked with dozens of companies such as IBM, Oracle, 3M, Adobe, Cisco, Dell, Intel, and Microsoft, just to name a few. She has authored six books, the most recent titled: The Disruption …
 
David Wasserman is a leader in Product Marketing and Sales Enablement at NICE, a global provider of next-gen digital customer experience technology enabling companies like iQor to maximize the operational efficiency of front-line employees who are responsible for customer interaction. In this episode, we discuss three reasons iQor selected NICE as …
 
The Ultimate Guide To Contact Center Outsourcing Episode...we created it! This episode of "Advice from a Call Center Geek!" is designed to give you everything you need before you outsource. What to look out for, what to negotiate, pricing... it's all here. This episode will give you everything you need to make the right decision about outsourcing (…
 
Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia. She started out in the industry as an agent and is now in the c-suite so how can more CX focused organizations offer a stronger career path to their employees? Tijana talks to Peter Ryan about her own experience and how Contact Service aims to help people build long-term CX c…
 
From research to launch to post launch, getting new products and services to market is no easy feat. This week on The Winning Tactics we bring product launch expert Tatsuya "Tats" Nakagawa to walk us through the strategic approaches to building your new product. Thank you to our sponsor Venntive. Reimagining the CRM. Visit them at the link below ht…
 
Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/357 Infinit-O Derek Gallimore interviews Kevin Goodnight, Global Business Development Executive, and Mike Gunion, VP for Sales and Marketing, of Infinit-O. The company has been offering BPO and KPO solutions for 16 years and has almost 1,000 seat…
 
Let’s talk about 4 things that you need to say to make the most of that mistake and get hired. DISCLAIMER: The views and opinions expressed by the podcast creators, hosts, and guests do not necessarily reflect the official policy and position of Podcast Network Asia. Any content provided by the people on the podcast are of their own opinion, and ar…
 
This episode features Stephon Griffin, a certified trainer who has shown remarkable initiative and results in his four years at iQor. In his first role, Stephon proposed a solution that was approved and implemented under his leadership. It is still delivering phenomenal results. In this episode, we discuss what inspired him to propose this solution…
 
Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer service teams. Why do so many companies say they value their team yet fail to really engage them? https://www.linkedin.com/in/darrenarnold-intersect-hp/ https://www.linkedin.com/in/georgectodd/ https://…
 
Is one of your goals to grow and scale your business? The fact is that many businesses fail to do this effectively because they don't really know how. Whether you struggle with how to get better customers or try to become too big too fast, this episode is for you. Victoria Wieck takes us through some of the challenges and successes she had growing …
 
How To Think Like An Entrepreneur (For- Transitioning from Employee to Entrepreneur) 👇 Thank you for being here and listening to this episode. Watch on Youtube: https://youtu.be/c490pRAi64c 7 critical factors which play an incredible role in your transitioning period from employee to entrepreneur and make you more creative to think like an entrepre…
 
Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/356 CSS Corp Derek Gallimore talks with Arvind Appavu, Head of Global Support for all consumer business and Senior Vice President at CSS Corp. The company has been providing IT-related and customer support services tailored to its client needs fo…
 
If the interviewer asks you about your dream job, should you just tell them that this is it? How can you describe your dream job without closing the door to this opportunity? Let’s talk about that in this episode. Job seekers – Looking for a job? Join JobStreet’s Virtual Career Fair. Hirers – If you’re hiring, JobStreet gives FREE job posts to ALL …
 
This episode features Andrew NcNeile, Chief Customer Officer, ThinScale Technology. Andrew is responsible for sales and marketing operations. His team focuses on helping BPOs deliver endpoint security to bring-your-own-device (BYOD) employees through Secure Remote Worker. Secure Remote Worker allows BPOs to improve security, manageability of IT, an…
 
On this episode, you'll meet Shep Hyken, a renowned customer service expert and author of eight books, as well as a Hall of Fame speaker. Shep’s latest book is titled I’ll Be Back – How to Get Customers to Come Back Again and Again and is the focus of this episode. Shep learned the importance of taking care of customers when he started his first bu…
 
Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK. The ICS is the UKs independent professional customer service body. They offer professional qualifications along with research, advice, and they regularly lobby the government and media to ensure the importance of customer service is better understood. In t…
 
What is more terrifying than speaking in public? How about doing it naked? Join us as Tyler Foley unpacks the fear around public speaking and the power it has in networking your business. Learn more about The Method. Get 5 insider secrets every speaker needs to know. https://themethod.seantylerfoley.com/ Get his book here https://amzn.to/3u36eTw Ab…
 
How to Stay #Consistent on Success Journey: By Deep Pandey 1. Make Sure They’re Your Dreams: Often our dreams and desires are contrast, influenced and shaped by social perspectives, rather than being fueled by own passion. - J. K Rowling 2. Break Down Your Long Term Goal: Split your big goal into small goals to make your success journey easy. Clear…
 
Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/355 Wipro Derek Gallimore talks with Aseem Roy, Head of International Operations and Country Head Philippines of Wipro. Wipro is one of the leading and most established BPO companies that offer IT-related and business process services to global c…
 
This episode features Tone Holmen, General Manager, and Senior Vice President Operations of Retail & Residential Services. Tone has been with iQor for 21 years, starting as a contact center supervisor. Her career has advanced admirably, and today she oversees global operations for several lines of business, including Retail and Residential Service …
 
What should your service level KPI's be in your contact center? In this episode, the voice of the Geek, Tom Laird, gives the "official" "Advice from a Call Center Geek!" SLA benchmarks for Voice, Chat, Email, QA, and Sentiment. Let the arguing begin! Follow Tom: @tlaird_expivia Join our Facebook Call Center Community: www.facebook.com/callcentergee…
 
What’s the difference between a RESUME and a curriculum vitae? Which one should you use for your next job application? Let’s talk about that in this new podcast episode. Learn how to WRITE A RESUME: http://bit.ly/GHresumewriting Be part of the Get Hired! Community: facebook.com/gethiredbyteamlyqa Job seekers – Looking for a job? Join JobStreet’s Vi…
 
Dan Gingiss is an accomplished marketer. His career marketing experience includes roles at Discover Card, McDonald's, and Humana. The common thread among those experiences for Dan is learning that when an experience is remarkable, a customer tells others about the experience with enthusiasm, which is the holy grail of marketing. Dan’s book, The Exp…
 
Banking-as-a-Service Electronic Refund Deposits (ERD) up to $10K Features Identity Theft Shield (TaxShield) Identity Verification Powered by Artificial Intelligence Biometric identification Address verification ID proofing check Similarity check Certified liveness check Bureau Credit Reports and Scores W-2 transcript and ten ninety nine transcript …
 
Thank you for tune-in to the "Think Extra-Ordinary Podcast." LISTEN to this powerful audio DAILY for the next 30 DAYS to make your Success Journey FASTER. The Strangest Secret was a 1957 spoken word record by Earl Nightingale which sold over one million copies & received the first Gold Record for the spoken word, which helped launch the fields of b…
 
In this week's episode, we take a look at a really cool team-building exercise that I have done here at Expivia. We sat down with some of our management and HR team and tried to discuss the top 10 customer service skills that an associate would need to be a world-class agent. The discussion was lively and fun! Every organization will have a differe…
 
Mark Trimble is a Senior Account Executive at Powerland based in Saskatoon, Canada. Powerland is an IT services provider focused on cloud-based services and they have extensive experience working with BPO and CX clients. In the podcast Mark talks about how the cloud and SaaS model is changing CX. https://www.linkedin.com/in/mark-trimble-3414441/ ht…
 
Are you looking to translate your views on social media into money? This is the episode for you then. Ammon McKinlay takes us through his proven strategies to turn likes and follows into revenue for your small business. He talks about consistency, quality, and strategy for taking it from just a post to a conversation. Find out more about what Ammon…
 
Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/354 Office Partners 360 Derek Gallimore talks with Aaron Fischer, Chief Customer Officer at OfficePartners360 (OP360). OP360 offers customized outsourcing services, mostly in customer support and content moderation, tailored to their client's nee…
 
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…
 
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 …
 
We all know DeFi has been a hot topic of 2021, maybe THE hottest topic, but is that it? Are we done with DeFi? Nope, I don’t think so, we’ve barely started. Remember the whole crypto space is still early. The global cryptocurrency market will hit $4.94 billion by 2030, more than triple its estimated size of $1.49 billion in 2020. Source Cited: http…
 
Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing personalized contact center, business processing, and technology outsourcing solutions. In this episode, Vidya talks about the importance of Diversity and Inclusion in the CX industry. Why should CX c…
 
In this episode of Advice from a Call Center Geek! we dig deep into 13 questions that all contact center leadership teams should be able to answer and have a plan for. We dig deep into these questions to start anyone in management or working on the first lines of a contact center thinking on how they can improve as individuals and as a call center …
 
Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/353 Outsource Access Derek Gallimore talks with Brad Stevens, founder and CEO of Outsource Access. The company offers vetted virtual assistants and fully managed solutions concentrated in small businesses in the US. Brad is one of the many entrep…
 
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…
 
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…
 
Greg Murphy is the EVP North America of Instanda, he is based in Minnesota. The company provides SaaS cloud-based insurance policy admin services to insurance companies - allowing them to rapidly trial or launch new services. In this episode Greg talks about how insurance is changing and the renewed focus on insurance CX. https://instanda.com/ http…
 
Outsourcing podcast Get the full show notes for this outsourcing podcast here: outsourceaccelerator.com/352 MicroSourcing Derek Gallimore talks with Charles Allnut, Executive Vice President of MicroSourcing. Founded in 2006, MicroSourcing has been the pioneer of flexible outsourcing solutions in the country, which is now known as staff leasing. the…
 
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…
 
We had the privilege of talking to NICE CXone (inContact) CEO Paul Jarman on this episode of "Advice from a Call Center Geek!" In what will be one of our cornerstone episodes, we had the opportunity to get into the mind of a true CX leader and visionary. We talk about the state of AI, speech analytics, changing customer preference, the oncoming dig…
 
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