Digitally Irresistible

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 Mindset – Why Some Organizations Transform, While...

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 our technology partner in workforce management (WF...

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 team's headcount tripled in just a few months....

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, how he got it approved and implemented, and how...

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, and recruit agents from different locations, result...

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 business at the age of twelve performing magic...

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 lines  across our centers in Canada, Panama, the...

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 Experience Maker – How to Create Remarkable Experienc...

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 the republic of Trinidad and Tobago, and how...

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 risk modeling to mitigate employee attrition.   Th...

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 is a B2B program. Both are large customer experi...

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 pandemic, the BPO industry has bounced back consid...

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 nine countries, we're constantly recruiting t...

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 Motivation   Gary tells the story of how in...

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 his career at AT&T, where he spent fifteen years...

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 includes graduating from the  award-winning iQor sQh...

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  for more than 25 years. She started in the tech...

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 has significantly been influenced by training an...

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 career journey in just five years at iQor, which began...

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 solutions.    Ada has been with iQor for 20 yea...

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 she loves the BPO industry with a twist. Sh...

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 have an irresistible  culture  where  people can c...

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 impor tance of meeting the customer where they are in their journey to deliver answers and solutions.    Consumers want answers to questions fast. Digital technology plays a dramatic r...

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 passionate about delivering a great customer experience...