show episodes
 
D
Digitally Irresistible

1
Digitally Irresistible

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

Unsubscribe
Unsubscribe
Weekly+
 
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.
 
Loading …
show series
 
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 …
 
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…
 
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…
 
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…
 
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 …
 
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…
 
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 …
 
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…
 
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…
 
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…
 
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…
 
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…
 
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…
 
Today’s episode is slightly different! We are talking about celebrating success! And my two personal words for this business year…. Focus & Joy! What’s my secret sauce? Could that also be your secret sauce? Book recommendation: https://www.amazon.co.uk/Revelations-Business-Connecting-Your-Purpose-ebook/dp/B07965M5QC Marianne on Linkedin: https://ww…
 
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…
 
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…
 
What does CX have to do with French Cuisine, with Hongkong or Marketing! Actually everything if you are Julien Rio! In today’s interview my guest shares the 3 ways of gathering feedback from your customers. He also alludes to the Dunning-Kruger Effect - which he says is omnipresent in CX and where you as the CEO can start implementing CX without br…
 
Human Resources has evolved so much over the last couple of years - never mind throughout the Covid-19 Pandemic! Meet Jo Regan-Iles, Group People Officer for The Sigma Financial Group and one of the few Commercial HR leaders having the employees at the centre of everything She does. In today’s episode Jo is sharing with us what Business Transformat…
 
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…
 
Automation is a big deal in the contact centre world! The tools we need and use, often at a significant cost, are supposed to make our front line agents more productive at the right time, the customers' life easier and the FCO’s cost reduction programmes successful. But… is this really what happens? Our guest expert today, Clive Elleforde will shar…
 
Today - we are diving into the why, what, and how of the German DACH Customer Experience Awards with moderator and organizer Marcus von Kloeden! Marcus takes us behind the scene of this very first DACH summit and CX awards - not something you do easily in the midst of a pandemic! We discuss the following topics What are the DACH customer experience…
 
I recently took my Customer Experience Management course with Daniel Ord of Omnitouch International with the view to sit my CCXP Exam in the next couple of weeks. Today - I am taking you through this course…. In an effort to give you some clarity what Customer Experience really is and what we deem to be the 6 Core Competencies in CX! DACH CX Awards…
 
Heute unterhalten wir, Marcus und ich, uns über die allerersten DACH Customer Experience Awards! Marcus erzählt uns wie er dazu kam, diese Awards auszuschreiben, warum er glaubt, dass es ein Live-Erlebnis sein soll und was in ihm vorging, als die Pandemie ihn gezwungen hat, diesen Event von 2020 auf 2021 zu verschieben. Wir diskutieren die folgende…
 
A CEO with conviction lets people’s brains relax, so to speak. She is letting them concentrate on what needs to be done. When people feel more secure in the future, they're happier and produce higher quality work. A leader who can demonstrate conviction will be more successful, and so will everyone she works with. That’s an assessment of Forbes - b…
 
This week’s leading Gent is Hans Luyts , a knowledge management consultant who helps the IT team solve the knowledge and communication challenges that bottleneck their productivity. He makes quite a bold statement…. Nobody should need to call the IT department. Full Stop. In this episode, Hans candidly shares the massive changes and challenges he s…
 
Daniela Semeco, a polyglot born in Venezuela, acquired her language skills during time spent in France, Germany, USA and Venezuela. Before starting her company, Polyglotte, she worked a few roles: as a medical and legal interpreter for over ten years, tour guide, and customer service agent at a small San Francisco company. At this last job, she rem…
 
With Brexit done - all of you serving customers in more than one languages, well more than just English, you know how difficult it has become to recruit the right talent for your French, German, Spanish, Dutch customer service teams. On top of the language - you also face the fact that the pandemic has accelerated digitalisation and automation in s…
 
What if you could deliver High quality Customer Service and High profitability? In this episode I am taking you back to the Leaders In Service Summit from 12th May 2021! This was the opening keynote! How can you stand out in customer service and make money / reduce the cost? 1. Harvest your low hanging fruitYou will find it’s not that difficult! 2.…
 
In today's episode I will be discussing the topic of Holistic Service Delivery......yes - really. Something of which I would never have heard myself saying 5 years ago. What is it though? How it is defined & how does it relate to the contact centre industry. The changes I have witnessed over many years in contact centres, in it's various sectors an…
 
Lee Houghton knows all about knowing…. And subsequently doing! If you are leading an operational team or a change team - you must meet Lee! As a Business Improvement Coach, Leadership Coach, Change Agent Mentor & Podcast Host, Lee has had the most random of journeys to get to where he is today. His journey has provided him numerous unique and trans…
 
Sarah Al-Hussaini is the Co-Founder and Chief Operating Officer of Ultimate.ai, the world's leading customer service automation platform, powered by artificial intelligence. Ultimate has been named by WIRED, as one of Europe's Hottest 100 Startups and by Forbes, as a Top 100 Most Innovative Companies globally. Today Sarah shares her views and gives…
 
Amas has a great conversation with world renown author and keynote speaker Steven Van Bellghem. You will enjoy hearing about: The evolution of customer experience The new customer expectation What is the next great development in regards to customer experience And much more. Learn more about... Amas: https://www.amastenumah.com/ Steven: https://www…
 
A Mentor on a mission to guide you towards an exceptional life. Lorna wants you to spend your days feeling energised and fulfilled, continuously creating powerful results in all areas of your life. This is for you, your business, your career, leaders, teams & their employees. Lorna fell in love with Personal & Professional Development over 20 years…
 
You probably have used the chat function offered by a number of businesses such as banks, airlines, hotels, credit card companies…. And most probably you had mixed emotions and experiences with using this tool. Now - as a contact centre channel goes - chat has been around for a long time! Yet - it is also one of the tools, that if going wrong, it’s…
 
My guest today is David Rumble - an out-sourcing expert like no other! But not only that, David is also a consultant, who has built more than one successful consultancy agency in the contact centre space! We all know that consultants have a mixed reputation - so what David has got to share is not only how to be a consultant but also what it takes t…
 
I’m so proud of today’s leading lady, Nathalie Baron, Founder of Uniquepathways! She is a fellow Swiss with a wonderful Coaching Practice for Female Executives. Nathalie brings to the table over 15 years of traveling, working and consulting in the world of business and talent management. As a professional certified Coach, Strategist and Trainer in …
 
This episode couldn’t come any more timely…. Just recently two major UK banks have announced that their working from home solution is here to stay! But…. Mark Walton boldly says….. Not everyone is cut out for Home Working…. And Home Working is not for everyone. So - how do you ensure you have got the right people and the right environment? Mark has…
 
It’s not everyday that I get to sit down with an accomplished author in the Customer Service and Customer Experience Space! Mark Hillary is a British/Irish writer and analyst based in São Paulo. He is a former technology director turned communication adviser via his experience writing books and blogs on technology, work, and globalisation. He conti…
 
Alex Mead was probably every contact centre manager's nightmare agent! He would not get off the phones until he was able to help the customer. He would promise a callback and do it - long before the industry realised that this might be a good process to offer. And Alex clearly knew from the very start of his career - we are in the business of helpi…
 
Over the past couple of weeks, we heard from Amazing Women, who’s bold statements included: Amal Hassan: You have the Power within you! All you need is to activate that power Celine Chan: Keep the faith - always do the right thing! Natallie Baron: In a world of constant change and uncertainty, where we can find certainty is within Paula Kennedy Gar…
 
Today’s Leading Lady is…. Yes you guessed - it’s myself! I am interviewed by Teresa Robertson, Associate Director of HR and L&D at Rutz Consulting. I’m honoured to be in this line-up. My career started in Travel & Tourism - and I fell into the Customer Service / Contact Centre World by accident, as so many of us do. Having climbed the corporate lad…
 
Today’s Leading Lady is Tugreofia Smith, lovingly called Tugs, Vice President of A&T Ascension Consulting Inc! ATAC is a Canadian based virtual service BPO. The jewel of their organization is their people. Remote work from home is the new frontier for many. However, Since 2011 A&T Ascension Consulting Inc. (ATAC) have been the trail blazers in the …
 
Loading …

Quick Reference Guide

Copyright 2021 | Sitemap | Privacy Policy | Terms of Service
Google login Twitter login Classic login