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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.
 
Longing to go to Italy? Listen in and we will take you there with stories, from professional guides, of wonderful places that will make your imagination come alive. As a traveler, I always felt that there was something missing when I would go on walking tours to see special sites and monuments. I wanted fire works!Remember in your life when you had that exceptional teacher, that you never forgot, because they made it fun to learn? That’s what I wanted and I went out in search of those people ...
 
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Daniela and Rob have a fascinating conversation where the wealthy Venetians went when they wanted to get out of the city. If you had the money, why not get the greatest architect of the 1500's do it for you? Andrea Palladio is the great star of these amazing villas and Daniela and Rob talk about many of his masterpieces. They also go over the other…
 
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 …
 
Rob and the wonderfully "solare" Beatrice have a fascinating discussion about Venice and its most important church dedicated to Saint Mark. They go over why it was so essential to have the relics of the Saint in the city and how Venice used its spin on the story to send a message to all that the city was truly a republic independent from the popes.…
 
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 …
 
Sometimes overshadowed by the more famous site of Pompei, Francesca and Rob talk about why Herculaneum is truly one of the greatest sites of Ancient Rome. Some would argue it has treasures that cannot be found anywhere else. Take an imaginative walk on this podcast from carbonised wooden doors and loaves of bread to crystallised skulls and learn ho…
 
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…
 
Il Museo dell'Opera del Duomo is a definite favorite for many guides who come to visit Florence. It is jam packed with amazing pieces by some of the greatest artists of the Renaissance and yet so many people have not really heard of it. Listen in to Costanza and Rob as they discuss some of the works by Donatello, Michelangelo and many others to und…
 
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…
 
Join Rob and Emily as they have a lively conversation delving into one of the greatest protagonist of Renaissance art: Michelangelo. They both scratch the surface of this great genius who was often referred to as "The Divine" and share each other's point of view about the great master of sculpture and much much more.…
 
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…
 
TE Talks takes you to Florence where Rob and Angelo have an invigorating discussion about which city is more important, Rome or Florence? After a little bit of friendly banter they both get serious and down to business discussing the Renaissance and where it all really started. The Cathedral of Florence was truly a great expression of the city whic…
 
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…
 
This is actually one of the first podcasts that we taped over 1 year ago. Gracelyn and Rob decided to delve into what makes the Renaissance tick in terms of how well educated were people. The Renaissance is not only a movement of art but also philosophy. They ask the question about the aristocracy and the elite of the church and also of the artists…
 
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 …
 
Join Rob and Thomas as they discuss a subject that is often overshadowed when going through the Eternal City of Rome, the medieval times or more often referred to as the middle ages! Their conversation starts towards the end of the Empire with the Emperor Constantine and finishes up with the great Charlemagne. Really it is just the tip of the icebe…
 
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…
 
The pandemic broke out and an incredible exhibit dedicated to Raphael which was supposed to be the greatest ever created to celebrate the life of Raphael was closed down. 2020 was the year to celebrate the 500th anniversary of his death and since he died on his birthday one can also consider this to be the 537th anniversary of his birth. So many pe…
 
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…
 
Join Rob as he explores one of the most beautiful cities in the world with our favorite native Venetian Giovanna! They go into fascinating details about how Venice was a major center of trade that had to deal with potential problems of pandemics in the past. They came up with many innovative ways to protect the city and today they celebrate this wi…
 
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…
 
How to see Rome in a day! Only have 24 hours to see the Eternal City? If you have limited time and you want to see as much as possible, listen as Rob and Gracelyn go over the inherent challenges that we all face when doing the top selling tour ever in Rome. This lovely conversation goes smoothly from the logistics of sightseeing in Rome and Italy t…
 
One of the most beautiful but least known of the famous 7 hills of Rome: The Aventine! Listen in to the fascination conversation with John and Rob as they discuss many aspects of this amazing place and broach the subject of slavery in ancient Rome. You can learn how this hill was a place that represented the plebs and eventually evolved through tim…
 
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…
 
Rob and Caterina go over one of the most fascinating and beautiful decorative techniques that the ancient Romans ever created: Opus Sectile. It takes a desire to created images up from mosaics to a whole new level. They cover many things of the ancient world from the Basilica of Junius Bassus and vacation homes in Ostia to how this work influenced …
 
An ancient pilgrimage route that stretches across Europe from England to Rome and then extends beyond to Jerusalem. This is the road that ancient pilgrims took to get to the Eternal City. People still use it today. Join Rob for a special podcast where he is joined by TE Guides Eugenia, Cinzia and Guia who have just come back from a vacation of 7 da…
 
Join Rob and Guia as the go over one of the fascinating 7 hills of Ancient Rome. The Quirinal has always been a place of great importance from the first king of Rome until today because it has the palace of the president, the “White House” of Rome if you will. Guia covers it all for us and then she and Rob go on a special journey of the great histo…
 
Did you know that Rome is surrounded by ancient walls that date back the 275 A.D.? Some of the greatest marvels of the world are within the historic center but there are sights to see right outside the walls that some can argue are even better! Thomas and Rob have a fascinating conversation about two of the most iconic ancient/medieval churches of …
 
Rob and Gracelyn have a wonderful time chatting about one of the most important cities in the Roman Empire, the port city of Ostia. Rome may have conquered most of the known world but did you know that Rome would never have been able to survive without the city of Ostia? Take a sightseeing stroll with your mind and ears as Gracelyn explains to Rob …
 
Rob and Enrica discuss about the famous neighborhood of Trastevere. A place in Rome that is filled with wonderful monuments, churches and artwork but more than all this, it is truly defined by its residents and their inclusivity. The people of Trastevere and what they have created through the centuries is what makes this place truly unique. Listen …
 
Feeling hungry? Since we love to talk about all things Italian at TE Talks, today we are talking with the Famous Foodie Sisters Benny and Valeria. Rob joins them for a fascinating discussion about Wine, Olive Oil, Cheese and Desserts! These lovely ladies have made a new career specializing in Italian food! Prepare yourself for a food sight-seeing e…
 
Listen in to a fascinating conversation between Federica and Rob as they discuss one of Rome's most interesting monuments: Castel St. Angelo. They discuss its very beginnings as the mausoleum for one of Rome's greatest Emperor's (Hadrian) and continue their discussion covering how the building miraculously survived the centuries and how it later be…
 
Hadrian is truly one of the most fascinating Emperors of Ancient Rome. He came into power when the Roman Empire arguably was at its greatest height and guaranteed the continuous survival of the Empire for many centuries to come. Rob and Luca delve into his life from the very beginning and discuss his brilliant choices in affairs of state, running t…
 
Listen in to an unforgettable conversation between Guia and Rob talking about the history of the Torlonia family, how they rose up in wealth during the 1700 and 1800's and what they had to do to be accepted into the nobility of Rome. A daunting challenge especially since they never had a Pope in their family. This is a lovely two part podcast where…
 
Listen in to an unforgettable conversation between Guia and Rob talking about the history of the Torlonia family, how they rose up in wealth during the 1700 and 1800's and what they had to do to be accepted into the nobility of Rome. A daunting challenge especially since they never had a Pope in their family. This is a lovely two part podcast where…
 
Enjoy being part of a diverting conversation between Mario and Rob who have been friends and worked together for many years. Their subject is one of the most interesting things that people want to know about when they come to Rome: the Underground. Join them for an adventure discussing the famous sites beneath the earth like San Clemente and the un…
 
Dig in for part two of Episode 5 of our TE Talks podcast with Dr. Robert Huber and the Renaissance in Rome. We start where we left off describing what Rome the city looked like in the mid 1400’s but then the conversation goes a bit off track and becomes truly delicious. We learn why Rome was known as the “Citta delle Donne” and how prostitution was…
 
Listen in on this invigorating conversation with Through Eternity Founder Rob Allyn and Robert Huber discuss all things Renaissance in particular it's architecture. This has become a two part episode because Mr. Huber delves into his argument that although the Renaissance was indeed a "rational" time which is reflected in its architecture, it was a…
 
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