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Building and Sustaining Memberships Through Excellent CX
This week we welcome Jennifer Blevins to the Digitally Irresistible podcast. Jennifer is the senior vice president of member engagement and relationship management at Wespay, a payments association that guides its members with insights on best practices, business solutions , strategy, compliance, and other critical payments factors. With over two decades of experience in treasury management, sales, product development, and more, Jennifer shares her journey and insights into the transformative power of treating membership-as-a-service with a commitment to excellence.
Prior to joining Wespay, Jennifer was a member for more than eight years, actively participating in the member advisory council and utilizing Wespay's resources to enhance her expertise in treasury management. This firsthand experience as a member equipped her with a deep understanding of member needs, which now translates into her work at Wespay, where she champions member engagement and delivers exceptional experiences.
Tune in as we discuss how listening to members, leveraging their feedback, and maintaining a commitment to continuous improvement are crucial to creating a service that meets and exceeds expectations to building a thriving membership service.
Membership-as-a-Service Is All About the Experience
Jennifer joined Wespay after working for Umpqua Bank as a regional sales manager. She credits her strong background and experience in treasury management and product marketing at smaller financial institutions for paving the way to her current role at Wespay, whose membership-as-a-service is its product. This also enabled a smooth transition into her new role.
Jennifer says Wespay stands out from other payments associations because it provides comprehensive support to its members, including banks and credit unions, for education, audits, and risk assessments. She explains that in membership-as-a-service, the membership itself is the product. Unlike traditional product sales, where the relationship transitions from a transaction to customer service, membership-as-a-service begins and continues as a service relationship in perpetuity.
This is achieved by providing members the ongoing resources, support, and experiences that empower them to achieve their goals.
Immediate Support Creates Exceptional Customer Experiences
In the pursuit of delivering unparalleled customer experiences, Wespay has innovated a unique touchpoint for its members: the payments hotline. A source of pride for the organization, this service epitomizes Wespay's dedication to offering timely and expert support, ensuring that members have access to the assistance they need when they need it.
The payments hotline is designed with intentionality at its core, serving as a direct line for members to engage with Wespay's team of subject matter experts. Whether the inquiry involves automated clearing house (ACH), check processing, risk management, faster payments, or fraud prevention, the hotline ensures that members can obtain insights and resolutions without delay.
Wespay's team members are deeply versed in the nuances of payment systems and the myriad challenges that financial institutions may encounter. This expertise ensures that the guidance provided is also tailored to address the specific needs and contexts of each member. By offering a mix of traditional and digital communication channels—phone calls, emails, and chat—Wespay caters to the diverse preferences of its members, ensuring ease of access to its support services.
Wespay's Commitment to Empowerment Through Education
At the heart of Wespay's mission is a commitment to education, a cornerstone that Jennifer, with her extensive experience both as a member and a leader within the organization, holds in high regard. Her experiences and reflections highlight the benefits of this focus on education, illustrating how Wespay's commitment to learning contributes to the personal and professional success of its members. As a member, she was grateful for Wespay’s educational resources, which helped her earn certifications when she wanted to become an ACH check professional.
The education committee at Wespay is one of several platforms through which the organization engages its members in ongoing education and development. Whether through classes, webinars, or symposiums, the quality and substance of these educational sessions stand out. This committee, alongside others such as the member advisory council, the rules committee, and a symposium workforce committee, plays a critical role in driving the educational agenda for its members.
These groups thrive on the influx of fresh perspectives and the active participation of members who are keen to contribute and learn. This dynamic interplay of teaching and learning reflects Wespay’s deep understanding of the needs of its community and a commitment to meeting those needs through comprehensive, high-quality educational content.
Through these educational endeavors, Wespay reinforces its position as a leader in the payments association space and exemplifies how education can be a powerful tool for innovation and growth. The organization's emphasis on education is about building on a longstanding foundation of trust, enhancing member engagement, and, most importantly, empowering individuals and institutions to achieve their professional goals.
The Importance of Listening and Responding to Member Feedback
A critical element of building a successful membership-as-a-service program is actively listening to member feedback. Members are a goldmine of information, offering valuable insights into what's working well and what areas need improvement. As Jennifer mentions, neglecting member feedback is a missed opportunity.
Wespay demonstrates its commitment to member feedback through several practices:
· Biannual surveys. These surveys provide members a platform to share their experiences and suggest improvements. Asking questions such as “What are we doing that you like?” and "What could we be doing better?” allows members to share their ideas so that Wespay can consider adding any missing pieces to their CX strategy.
· Open communication channels. Wespay encourages open communication with its members. Whether through phone calls, emails, or in-person interactions, members feel comfortable voicing their opinions. Jennifer affirms the importance of letting members express themselves without interruption so employees can gain insight into the issue and devise ideas on how to fix it.
· Actionable feedback. Wespay doesn't just collect feedback—they act on it. They prioritize suggestions and implement changes that enhance the member experience. When changes are made, Wespay communicates these updates, demonstrating to members that their voices are heard and valued.
Jennifer expresses a fundamental aspect of managing a membership organization: treating membership as an ongoing service that requires constant nurturing, enhancement, and adaptation. This approach focuses on perpetual improvement to meet and exceed member expectations. Jennifer stresses the necessity of this mindset, emphasizing the importance of actively soliciting and thoughtfully considering member feedback as a cornerstone of this process.
Engaging Members for Fresh Perspectives
Wespay's commitment to fostering a dynamic and evolving member experience is vividly illustrated through its approach to managing various committees and councils, including the member advisory council, rules committee, education committee, and a symposium workforce committee. Jennifer emphasizes the importance of infusing these councils with new members over time to prevent stagnation and ensure that the organization benefits from fresh perspectives and innovative ideas.
The infusion of new voices into these committees is more than avoiding a static state—it is fundamentally about enhancing the quality and relevance of the initiatives undertaken by Wespay. Jennifer recounts her experiences on the member advisory council, noting how different interpretations and viewpoints on previously discussed ideas can suddenly make them resonate more powerfully with the membership at large. This phenomenon underscores the value of diversity in thought and experience within advisory groups, as it can lead to more impactful and resonant outcomes for the organization and its members.
Moreover, the eagerness of members to join and contribute to these councils speaks volumes about Wespay's success in creating a positive member experience. The active desire of members to be involved demonstrates their commitment to the organization and also reflects a high level of satisfaction and engagement with the services and support provided by Wespay. This engagement is a crucial component of Wespay's strategy to continuously improve and adapt its offerings to meet the evolving needs of its members in the dynamic landscape of the financial services industry.
Putting Feedback Into Action for Improved CX
The process of soliciting feedback, according to Jennifer, is about listening to every piece of feedback verbatim and identifying trends and commonalities within the feedback that might indicate areas that require taking action for improvement. This strategic approach allows Wespay to prioritize changes that have the most significant impact on the member experience, ensuring resources are allocated efficiently and effectively.
Jennifer points out the crucial step of communicating back to the members that their feedback has been received and, in some cases, acted upon. This communication is vital in reinforcing the members' value to the organization, demonstrating that their input directly influences the evolution of the service offerings. Such acknowledgments, whether through messages stating "We've heard you" or announcements of changes or educational events, serve to close the feedback loop, fostering a sense of community and partnership between the organization and its members.
This practice illustrates how a culture of listening, adaptation, and recognition can optimize member satisfaction and loyalty. By embedding these principles into the fabric of its operations, Wespay showcases a model of membership-as-a-service that is responsive and member-centric while continually evolving to meet the needs of its community.
What Jennifer Does for Fun
Jennifer’s favorite way to unwind and recharge involves quality time with Laverne, her cherished English bulldog. Jennifer also loves to travel, especially on a cruise, and makes it a point to go on one or two trips each year. This blend of adventure and relaxation is the balance Jennifer finds between her professional life and personal time.
To learn more about Jennifer’s role at Wespay, connect with her on LinkedIn.
Watch the video here.
Read the blog post here.
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Welcome to the latest episode of iQor’s CX Labs Digitally Irresistible podcast where we delve into the world of organizational development with Mark Monaghan, vice president of organizational development at iQor. Mark shares insights on the components of organizational development, as well as heartwarming examples of employees whose careers have been positively impacted by iQor’s leadership training and development programs.
Investing in employee growth and development through training and mentoring transforms the employee experience, driving a rewarding workplace culture, ongoing employee career growth, and excellent customer experiences.
Tune in to learn how iQor elevates employee training and mentoring to improve performance and customer satisfaction by cultivating the next generation of leaders to create smile-worthy CX.
Career Advancement Through Organizational Development
Mark Monaghan’s career in human resources began about 25 years ago as chief HR officer for another company. He joined iQor about 12 years ago as vice president of corporate training, working with his team to help develop frontline leaders through initiatives such as iQor’s PeaQ Performance Qoaching and sQholars programs. When the department evolved into the Global Learning and Development Department a few years ago, Mark became vice president of organizational development with a focus on career pathing and learning to boost performance and leadership opportunities for iQor’s global workforce. He and his team spearheaded more coaching and mentoring opportunities for future leaders through additional learning initiatives such as the iLead Program with a leadership competency model focused on tasks and responsibilities connected to individual roles.
The Building Blocks of Development
The heart of iQor's organizational development strategy lies in its leadership competency model, which categorizes employees based on their leadership roles and provides specific competencies aligned to each level, from leading oneself to leading a team to leading a department to leading a vision. Each category has five Lominger Competencies aligned to it. For instance, leading a team involves developing direct reports as one of the competencies. The organizational development department has mapped learning to each competency.
This model forms the backbone of various programs and workshops orchestrated to support employee growth and development. One of the flagship initiatives is the sQholars Program, which aims to groom entry-level employees for higher leadership roles within iQor.
This program has been instrumental in nurturing talent like Cheyenne, a success story from the financial services vertical. Starting as a sQholar in 2019, Cheyenne progressed from agent to assistant manager in the operations department by embracing iQor’s servant leadership model.
Another successful financial services sQholar is Michelle, who strengthened her communications and coaching skills to become an assistant manager in operations thanks to the guidance and support she received.
Another notable initiative, the LevelUp Program, prepares supervisors for higher managerial positions and equips them with skills and competencies to thrive in leadership roles.
Interactive LevelUp training sessions empower employees to engage effectively and learn proactively. LevelUp participant Jovi's promotion to assistant manager stands as a testament to the department's commitment to nurturing internal talent and preparing them for leadership roles.
The PeaQ Performance Qoaching Workshop focuses on empowering supervisors to identify critical behaviors and coach their teams effectively, contributing to overall performance improvement. These programs, along with others like learning compliance and employee evaluation support, are all part of the larger global learning department and reflect iQor's commitment to nurturing and developing its talent pool.
No matter which program employees participate in, iQor’s commitment to award-winning training and organizational development has built career paths that have supported the journeys of many iQor employees from agents to senior managers and senior vice presidents.
A Client-Centric Approach
Key to the success of organizational development at iQor is a client-centric approach, which prioritizes collaboration with clients to gain valuable insights and feedback. By understanding clients’ specific needs and challenges, organizational development can tailor programs to align with the client’s values while upholding iQor's organizational values.
The transparent and collaborative partnership between iQor and its clients fosters customization, ensuring that learning programs meet the unique needs of clients while enhancing the skills and capabilities of employees. This collaborative approach exemplifies iQor's commitment to delivering irresistible customer experiences through empowered and skilled employees.
Customization Is the Future of Organizational Development
Looking ahead, the future of organizational development at iQor is poised for innovation and growth. Mark expresses excitement about securely leveraging AI to enhance coaching and mentorship programs, envisioning a personalized learning experience that meets employees at their individual needs.
This forward-thinking approach aligns with the evolving nature of organizational development, emphasizing adaptability and individualized support. The integration of AI to support coaching and employee development reflects iQor's commitment to staying at the forefront of cutting-edge technologies and methodologies. By harnessing AI's capabilities, the organizational development department aims to further enhance the effectiveness and impact of its initiatives, contributing to employee growth.
Growing Leaders From Within
The organizational development department at iQor stands as a beacon of transformation and growth, driving the career trajectories of employees through innovative programs, collaborative partnerships with clients, and a forward-looking approach to employee development and engagement. It empowers employees to deliver exceptional customer experiences, setting a high standard for excellence and making iQor a Great Place to Work®.
The stories of Cheyenne, Michelle, Jovi, and many others exemplify the profound impact of a supportive culture, showcasing the potential for individual growth and advancement. As iQor looks to the future, a commitment to personalized, AI-enhanced programs signals a promising direction for employee development and empowerment. With a focus on continuous learning, collaboration, and adaptability, organizational development at iQor shapes the careers of employees and makes iQor a leader in talent development and customer experience delivery that creates smiles.
To chat with Mark about iQor’s organizational development initiatives, connect with him on LinkedIn.
Watch the video here.
Read the blog post here.
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iQor's Active Learning Approach in Business Process Outsourcing Creates Irresistible Employee and Customer Experiences
On this episode of iQor’s CX Labs Digitally Irresistible podcast, iQor Senior Manager of the Active Learning Classroom Tarisse Grant-Shelton explores the evolution of training and development at iQor, a business process outsourcing (BPO) company with more than 25 years of experience in customer service. She delves into training best practices that impact the onboarding of frontline employees and the positive results clients enjoy with active learning. Get ready to discover firsthand how iQor is revolutionizing training practices to deliver top-notch customer experiences.
iQor's active learning approach engages employees in the learning process through experiential and differentiated learning methodologies, instilling confidence and competence for performance excellence.
Read on to learn more about how iQor elevates employee training through active learning that improves performance and customer satisfaction in a CX landscape that creates smiles.
The Evolution of Training at iQor
iQor has redefined its training processes in business process outsourcing CX from traditional, passive learning to active learning that enables trainers to adopt a facilitative role and empower frontline employees with a structured approach to practice their new skills in a safe learning environment. Active learning research shows that individuals who take charge of their learning tend to understand and retain knowledge better, demonstrating higher proficiency when transitioning to service delivery roles.
For the past two decades, Tarisse has played an integral role in this evolution, working in every facet of training at iQor. This experience has prepared her for her current role helping trainers become the best versions of themselves.
She supports trainers with the knowledge they need to succeed in active learning classroom environments, blending experiential and differentiated learning to prepare agents with the confidence and skills they need to provide exceptional customer service. She also helps trainers develop surveys, boost Net Promoter Scores (NPS), and master coaching and development techniques.
The 3-Part Active Learning Workshop for Trainers
iQor's active learning workshop plays a pivotal role in transforming the training experience for frontline employees by equipping trainers with the skills they need to excel as facilitators. The workshop consists of a primer, three-day workshop, and practicum.
Part 1: The Primer
The primer allows trainers to work offline to grasp active learning concepts and foundational knowledge before the workshop begins, optimizing their time in the classroom for interactive discussions and activities.
Part 2: The 3-Day Workshop
During the three-day workshop, facilitators create a dynamic environment where the trainers learn from each other and engage in practical scenarios. Trainees receive ongoing coaching (from facilitators and their peers) personalized to their needs throughout each experience to further their development. The scenarios are recorded so trainees can view themselves on camera to self-identify areas for improvement as well. The workshop is a safe place for trainees to test their newly acquired skills and learn from their mistakes.
Part 3: The Practicum
The practicum phase is a practical application of the learned skills, ensuring that the knowledge gained is promptly applied in real-world scenarios, thus preventing the information from going into "cold storage." The practicum lasts about 6-12 weeks, enabling trainees to practice their knowledge in the field and build an extensive portfolio and an in-depth understanding of best practices, ultimately leading to their certification as active learning trainers.
Check out Tarisse in Episode 2 of our Digitally Irresistible podcast: Train the Trainer Certification That Creates Irresistible People
Positive Results for Positive Experiences
One of the key metrics used to measure the success of active learning training at iQor is the Net Promoter Score. NPS helps gauge employee satisfaction levels with their trainer facilitators and the impact of the training programs on their performance. NPS scores have shown significant progress, reflecting the positive impact of active learning on frontline employees and how prepared and supported they feel before entering the production floor. Trainers and learners have expressed their appreciation for the hands-on approach and the preparedness it instills, leading to enhanced confidence and readiness for nesting and service delivery.
Frontline employees that have experienced our active learning classrooms share resoundingly positive feedback.
“I love that we get to do things that are hands on.”
“I love that we're able to apply what we’re learning.”
“I feel more prepared for nesting than with a more passive learning approach.”
A Game-Changer for CX Success
Active learning training environments offer numerous benefits that elevate the employee and customer experience. By involving employees in the learning process, these training methodologies ensure employees are well-prepared to handle real-world challenges upon transitioning to the production floor.
The emphasis on experiential learning facilitated by skilled trainers cultivates a workforce that is well-versed in their knowledge and adept at applying their skills. These positive outcomes are reflected in high levels of employee engagement and improved NPS scores. Embracing this approach contributes to an empowered and confident workforce within a culture of continuous learning, ultimately driving irresistible customer experiences that create smiles.
iQor’s Symphony [AI]TM ecosystem further drives these experiences by redefining the employee lifecycle, seamlessly blending automation and human capabilities. This innovative approach—spanning talent acquisition, training and development, and performance excellence—underscores iQor’s commitment to nurturing a highly efficient, compliant, and satisfied workforce. Active learning is one piece of the puzzle to optimize the employee experience and achieve consistently exceptional CX.
To chat with Tarisse about iQor’s active learning approach, connect with her on LinkedIn.
Watch the video here.
Read the blog post here.
Visit iQor's award-winning training solutions page here.
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In this special edition of iQor’s Digitally Irresistible podcast, guest host Maribel De Leon chats with customer service expert and best-selling author Shep Hyken, chief amazement officer at Shepherd Presentations. Through his deep understanding of customer behavior and customer service, Shep shares his observations on artificial intelligence (AI), employee engagement, social media, and the dynamics of customer expectations.
Join us as we explore ways brands can navigate the changing customer service and employee landscape in the age of AI.
AI Evolution in Customer Experience
The growth of AI in CX has reshaped customer interaction channels, emphasizing a shift from purely traditional communication methods like voice to omnichannel digital interfaces, including chatbots and AI-powered self-service options. While AI has advanced significantly over the years, with generative AI and conversational AI boosting customer engagement, customers still prefer human interactions.
According to Shep’s surveys, customer service by phone is still consumers’ Number One preference. Last year 69% of survey respondents preferred voice over self-service; this year that figure is up to 70%. Despite this trend, Shep forecasts that more customers will adopt AI and the self-service experience over the next two years as continued improvements make them more indistinguishable from voice.
This overwhelming preference for voice, however, demands a balanced approach that provides customers a choice between AI-driven experiences and human support – integrating AI to complement, not replace, human interactions in CX. Giving customers the option of using one channel or both, depending on their needs or the stage of their journey, contributes to exceptional CX and brand loyalty.
AI and the Employee Experience
AI can also elevate the employee experience for frontline customer service agents. Seamless and intuitive access to information that supports empathetic, human-centric interactions elevates their performance for improved employee and customer experiences.
As Shep explains, the synergy between AI and human agents reflects a pivotal transformation in the CX landscape, focusing on efficient resolutions and holistic customer care. Additionally, harnessing AI in training, coaching, and prompt-response systems accelerates data-driven personalized assistance for agents to elevate their performance.
iQor’s Symphony [AI]™ ecosystem supports exceptional employee experiences by seamlessly blending automation and human capabilities. Spanning talent acquisition, training and development, and performance excellence and compliance, iQor applies AI to help nurture a highly efficient and effective workforce.
Changing Mindsets and Opportunities
Shep emphasizes the importance of recognizing the return on investment CX technologies offer, valuing customer experience as a competitive differentiator. Discerning customers expect more personalized customer service and compare their experiences to the best service they’ve encountered, irrespective of the industry.
Shep recommends analyzing the service offerings from iconic brands, learning what they're doing that’s amazing, and incorporating it into what you do for your customers to create a better experience. In the words of Bonnie Raitt’s song, give them “something to talk about.”
“Customers are getting smarter every day – we need to learn from them and have them talk to us in a positive way.” – Shep Hyken
With social media serving as a “spectator sport” displaying both positive and negative customer feedback for all to see, brands must actively monitor and engage with customers on social platforms and address their comments either publicly when positive or privately when negative.
Shep finds that customers often turn to social media as a last resort, particularly when other channels haven’t offered them satisfactory resolutions to their concerns. With this in mind, companies must regularly monitor their social channels to stay attuned to customer sentiment, mitigate reputational risks, and enhance customer satisfaction. Partnering with a BPO for social media monitoring support is a great way to provide stellar and responsive customer service via social platforms at scale.
Future Trends in AI and Customer Experience
Shep predicts a growing inclination toward self-service customer support experiences driven by AI. He also notes the potential for AI and machine learning to improve employee performance through upskilling, optimization, and data-driven interventions that boost retention.
By balancing AI-driven efficiencies with human interactions, CX innovators can light the path forward for irresistible customer experiences that drive lasting loyalty and brand success.
To learn more about Shep, connect with him on LinkedIn and visit his website at hyken.com.
Watch the video here.
Read the blog post here
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A Transformative Approach to Value-Centric Leadership
On this episode of iQor’s Digitally Irresistible podcast, we welcome Sean Ilenrey. Sean is an award-winning tech executive, published author, and keynote speaker whose achievements have inspired his drive to help other professionals achieve their own definition of personal success. In his groundbreaking book, “You Don't Owe Happiness,” he teaches six key principles of value-centric leadership. He finds that when frontline teams feel valued and valuable, they achieve high levels of employee satisfaction leading to optimal customer service delivery.
Tune in as Sean unpacks his six key principles of value-centric leadership from his book to create smiles for employees, leaders, and customers.
Sean’s Path to Leadership Inspiration
life experiences have played a significant role in defining his outlook and his expertise. In high school, he dropped out of school, faced homelessness and difficulty focusing due to the circumstances going on in his life. Fast forward and 10 years later he is a vice president in a customer service role. These life experiences drive his inspirational approach to leadership—a culmination of lessons that taught him it's okay to want to take care of other people and help them find happiness at work, but the focus should be on ensuring teams feel valued and valuable.
Sean’s [BB1] customer experience career spans industries ranging from retail to technical support. He has built teams domestically and internationally and supports leadership development that fosters engagement and value.
Six Values That Define Game-Changing Leadership
In his book, Sean elaborates on six key principles that underpin value-centric[BB2] leadership , providing insights for leaders and organizations striving to optimize employee satisfaction and deliver exceptional customer service.
1. Listening and Responding to Employee Feedback
Sean emphasizes the importance of actively engaging with employee feedback. It's not enough for employees' voices to be heard; their feedback should drive actionable outcomes. He shares an example of implementing an anonymous daily or weekly survey, followed by personalized video responses from leadership. This not only fosters a culture of transparency but also ensures that employees feel heard and valued.
2. Authentic Rewards and Recognition
Rather than following a traditional, generic recognition approach, Sean advocates for authentic rewards and recognition. He stresses the need for organizations to acknowledge intangible contributions and exceptional efforts beyond standard KPIs. Additionally, the frequency of recognition plays a vital role in reinforcing a culture of gratitude and motivation within the organization.
3. Compensation and Growth Opportunities
Compensation and continuous growth opportunities are essential components of value-centric leadership. Sean highlights the significance of aligning compensation with market standards to ensure employees feel appreciated and fairly rewarded for their contributions. Moreover, he introduces the concept of micro-promotions, providing employees with opportunities to advance within their current roles while feeling recognized for their progression.
4. Showing Their Work Matters to the Organization
Connecting employees with the organization's larger mission and vision is crucial. Sean shares a personal anecdote about attending a town hall that provided him with clarity on how his individual efforts contributed to the broader organizational goals. It's essential for leaders to contextualize employees' roles within the bigger picture, allowing them to understand their impact and value.
5. Championing Your Employees’ Success
Incorporating mentorship and sponsorship into the organizational culture is vital for championing employees' success. Sean stresses the importance of leaders advocating for their teams and actively promoting their accomplishments both within and outside the department. This fosters a sense of recognition and pride among employees, ultimately contributing to a positive and empowering work environment.
6. Practical Fiscal Responsibility
Finally, Sean emphasizes the critical role of practical fiscal responsibility in value-centric leadership. Maintaining financial stability within the organization reassures employees about their job security, instilling a sense of trust and confidence. Leaders who effectively manage resources, control costs, and prioritize fiscal responsibility provide their teams with a stable and secure work environment.
The Principles of "You Don't Owe Happiness"
The title of Sean's book, "You Don't Owe Happiness," encapsulates the essence of value-centric leadership. Sean draws parallels between employee happiness and the stock price of a company, noting that genuine employee satisfaction is an outcome of feeling valued and valuable within the organization. The principles outlined here align with his book's core message, reinforcing the idea that leaders owe their employees value, not just fleeting happiness.
Leading With Value
Sean’s strategies for implementing value-centric leadership within organizations provide a roadmap for creating a culture that prioritizes employee satisfaction and excellence in customer service delivery. Sean's journey from adversity to success, coupled with his impactful leadership principles, serves as a guiding light for leaders aspiring to build thriving and value-centric workplaces.
His real-world perspective on leading with empathy, authenticity, and strategic foresight to empower teams and drive organizational success provides valuable insights for leadership that creates irresistible workplaces.
What Sean Does for Fun
In his free time, Sean values experiences and time spent with his family. He and his wife of 16 years enjoy fun experiences checking out restaurants and exploring new places to learn about different cultures and be in the moment. He also relishes time spent playing video games with his three sons, ranging in age from teenager to four-years-old.
To learn more about Sean’s approach to value-centric leadership from his book “You Don’t Owe Happiness,” visit his website at www.seanilenrey.com and connect with him on LinkedIn.
Watch the video here.
Read the blog post here.
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A Former Frontline Agent’s Career Journey Contributes to a Powerful Active Learning Approach at iQor
In this episode of iQor’s CX Labs Digitally Irresistible podcast, Jason Miles, director of active learning design and development at iQor, sheds light on the transformative impact of active learning in training and development.
Jason’s active learning methodologies draw from his wealth of experience in the BPO industry and his in-depth knowledge of learning and development thought leadership. His journey began as a frontline agent which evolved into his career in training, facilitation, and instructional design, ultimately leading to his current role at iQor as director of active learning design and development.
In this episode, we dive deeper into the concept of active learning, its role in successfully training employees at iQor, and the remarkable results it has produced, including improved performance and customer satisfaction. Jason also previews upcoming active learning programs at iQor, shaping the CX landscape, driving success for the brands we support, and creating smiles for their customers.
What is Active Learning?
Active learning is an instructional design approach that actively engages individuals in their own learning process. Shifting away from traditional training methods in which learners passively receive knowledge, active learning involves a variety of activities to encourage engagement, understanding, and retention.
Jason explains how active learning strategies encourage employee participation, practice, and a real application of knowledge to foster a deeper understanding of the subject matter.
Instead of listening to an instructor at the front of the room presenting PowerPoint slides, learners in active learning settings enjoy opportunities to engage with one another and discuss and apply the concepts they’ve learned. A large part of this process includes interactive tasks, reflection, and feedback to continually improve the experience.
Active Learning Strategies at iQor
At iQor, active learning forms the foundation of our employee training and development experiences. This pedagogical approach stems from active learning research showing that adults (and anyone really!) learn most effectively when engaged in meaningful tasks. All aspects of the learning experience and its outcomes improve when learners receive the right resources to advance their understanding along with opportunities to practice, fail, learn, and improve in a supportive setting.
This trial-and-error process enables employees to learn from experience. iQor also provides ample opportunities for questions and feedback from experts and peers, an experience that breaks with the norm and has proven essential in creating meaningful and productive traning experiences .
In addition, iQor’s active learning approach emphasizes the importance of incorporating time for reflection, which is often overlooked in traditional training programs. By thinking about what they’re learning and assessing what they did well and what they can improve, trainees further advance their understanding and performance.
“Reflection is actually one of the most important things that we’re adding, because very rarely do you get an opportunity in training to think about what you’re learning, and that’s where the actual learning happens.” - iQor Director of Active Learning Design and Development Jason Miles
Active Learning Creates Success and Smiles
The success story of active learning at iQor is exemplified in the transformative results it has produced. Jason's team led a redesign of training for a major retail customer, incorporating active learning techniques.
The impact was staggering, with zero attrition, 100% certification, and remarkable performance post-training. The group produced consistent improvements in key performance indicators (KPIs), including a surge in customer satisfaction scores (CSAT), net promoter scores (NPS), and first-call resolution rates.
The tangible impact of active learning on business outcomes underscores its vital role in driving employee performance and elevating customer experiences.
Expanding Active Learning Initiatives
Building on the success of active learning with training facilitators, iQor is poised to expand its active learning initiatives. In a forward-looking move, iQor plans to roll out a broader active learning design and development program to train new content developers and instructional designers in the art of crafting training content aligned with active learning principles. By fostering a culture of continuous learning and skill development, iQor is paving the way for sustained performance excellence.
Active Learning as a Catalyst for Organizational Growth and Excellence
The insights Jason brought to our conversation offer a compelling narrative of the power of active learning in transforming employee training and its undeniable impact on business success. Through a commitment to active learning, iQor exemplifies how innovative training methodologies can drive tangible results, boost employee engagement, and deliver irresistible customer experiences that create smiles.
Through our Symphony [AI]TM ecosystem, iQor further drives excellent employee experiences by redefining the employee lifecycle, seamlessly blending automation and human capabilities. This innovative approach—spanning talent acquisition, training and development, and performance excellence—underscores iQor’s commitment to nurturing a highly efficient, compliant, and satisfied workforce.
As organizations navigate an evolving landscape and AI innovations, embracing active learning can be the key to unlocking the full potential of their workforce and fostering a culture of continuous improvement.
Watch the video here.
Read the blog post here.
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Accelerating Talent Acquisition in the Digital Frontier Through Outstanding Leadership
Welcome to a new episode of CX Labs, our installment of the Digitally Irresistible podcast that brings you the latest CX practices, industry developments, and technology insights to inspire new heights of customer service success.
In this episode, we feature Jan Rae Aguilos, a sourcing manager for iQor Philippines. Jan shares how iQor’s streamlined recruitment approach blends intelligent automation, digital technology, and human expertise to match candidates to job positions where they can excel.
Under Jan’s outstanding leadership, iQor’s recruitment process leverages social media channels and chatbots to provide the quick, convenient application and interview processes today’s job seekers crave. This results in empowered employees who deliver customer service with a smile and create unparalleled advantage for iQor’s clients.
Read on for an inside glimpse into iQor’s digital recruiting assistant, Qori, and the friendly and personalized touch Jan and his team bring to the hiring journey.
Irresistible Benefits and Unlimited Career Opportunities in iQor Philippines
After eight years as a marketing professional, Jan shifted his career trajectory to join iQor at our site in Iloilo City in the Philippines.
As a sourcing manager, Jan identifies hiring needs, develops effective recruitment strategies, and implements recruitment campaigns that inform his community about iQor’s career opportunities.
Jan explains how iQor’s professional development and career growth potential provide an irresistible incentive to build his future with iQor. His teammates also inspire him to share these benefits with others through exceptional leadership and talent acquisition strategies that appeal to top-notch candidates.
The Fusion of Automation, Digital Technology, and Human Expertise
Jan’s talent acquisition approach utilizes both intelligent automation and human insight to reach more potential applicants and expedite the hiring process. According to Jan, convenience is critical for effective recruitment. Jan’s approach meets candidates in the digital spaces they already use daily with user-friendly social media application and interview options.
Introducing Qori, iQor’s Digital Recruiting Assistant
When job seekers begin the application process on their social media channel of choice, they are assisted by Qori, iQor’s digital recruiting chatbot. Qori provides applicants information about required materials and helps them know what to expect from the process.
Qori also plays a pivotal role in capturing relevant information from the candidates, effectively reducing the application time with AI capabilities tailored to the recruitment process. Once the initial interaction with Qori is complete, iQor’s friendly human recruiters step in to process the application, ensuring a swift and efficient experience for all applicants.
Powering Unparalleled Workforce Management With Symphony [AI]™
iQor is committed to leveraging AI throughout our business operations to streamline processes for employees, clients, and job candidates alike. Our Symphony [AI] ecosystem drives continuous optimization of the entire employee lifecycle through the power of generative AI in combination with human expertise.
Qori is the first touchpoint for prospective employees in a holistic AI ecosystem that supports the entire employee lifecycle from recruitment through training and nesting to the production floor. Our unique combination of cutting-edge CX technology and skilled teams powers our industry-leading workforce management solutions, enabling us to provide the best people and processes to achieve our clients’ CX goals.
Jan says that applicant feedback about Qori has been overwhelmingly positive, with the swiftness of the process being a standout feature. While many job seekers wait weeks or longer to receive updates about their application status, Qori notifies applicants within hours.
Recruiters have also expressed their satisfaction with the assistance Qori provides, as it amplifies their abilities and enables them to process candidates more efficiently. This harmonious blend of digital augmentation and human talent creates an environment that benefits prospective job candidates, recruiters, and the businesses iQor supports with our BPO solutions.
Face-to-Face Interactions With Video Interviews
Zoom interviews are another part of iQor’s multichannel talent acquisition strategy. Jan explains that prospective candidates can expect a modern and easily accessible hiring process when using our Zoom recruiting channel to participate in virtual hiring sessions. iQor’s interviewers are on standby to provide immediate feedback through on-camera conversations with applicants.
iQor values a warm and friendly welcome between current and prospective team members, highlighting the importance of the human touch as a leading priority from the first interview and throughout all customer communication. Jan’s top suggestion for applicants preparing to interview with iQor? A smile that places warmth and openness at the heart of every interaction.
Building Expert Teams With Tech Excellence
The integration of digital technology and expert human teams facilitates a personable application and interview process for prospective iQorians. As iQor continues to set new benchmarks in tech-powered hiring practices, we ensure that the driving force behind our business operations is people whose unique expertise is strengthened by digital recruiting solutions like Qori.
Jan’s leadership is a vital part of iQor’s commitment to providing a forward-thinking and supportive environment that prioritizes both digital innovation and genuine human interaction.
To learn more about Jan, visit him on LinkedIn.
Watch the video here.
Read the blog post here.
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Unpacking Irresistible Customer Experiences in the Catalog and E-Commerce Industry
This week we welcome Dave Richter to the Digitally Irresistible podcast.
Dave is the vice president of operations at Silver Star Brands, a brand management company in the catalog and e-commerce industry that places exceptional customer experiences at the heart of their customer service strategy.
Dave’s genuine love of people and extensive background in sales and customer service contribute to his outstanding leadership in the world of direct-to-consumer catalog sales for the six unique brands he manages under the Silver Star umbrella.
In this episode, Dave reveals Silver Star’s purposeful approach to CX that builds lasting customer loyalty through personalized customer journeys that create smiles. You’ll also discover the visionary partnership with iQor that supports Silver Star through flexible seasonal ramps and highly skilled agents. Join the discussion to unlock valuable insights for delivering irresistible CX in the catalog and e-commerce marketplace.
Understanding the Customer Is Paramount for Catalog CX
Dave’s journey to CX leadership begins with his personal love for building connections with other people. He developed this quality over a lifetime of playing team sports, particularly tennis, which he played throughout college. Dave credits these experiences with building his skill sets in discipline, teamwork, and working hard to bring out the best in other people.
According to Dave, these qualities have been indispensable throughout his years of experience in sales and customer service. He advises anyone interested in the customer service industry to cultivate a solution-oriented mindset that strives to supply meaningful help to others. When this mindset is a personal value, it can also be a powerful success indicator for effective customer service.
As an experienced operations leader at Silver Star Brands, Dave highlights the need to ask vital questions such as, "Why are we doing things that way?" and "Is there a better way we could be doing this?" when optimizing customer service operations.
This is the approach that underlies Silver Star’s reputation for exceptional catalog customer service. Under Dave’s leadership, the brand’s operations team invests in a 360° approach to CX that delivers personalized service at every stage of the customer journey.
Silver Star Achieves Seasonal Staffing Success in Partnership With iQor
This holistic approach can be challenging in an industry defined by seasonal changes that require flexible staffing solutions. Dave shares how a partnership with iQor is vital to managing seasonal ramp-ups while sustaining high standards for customer service quality.
With multiple locations and a combination of work-at-home and on-site sales and service delivery, iQor enables Silver Star to maintain business continuity and ensure consistent service delivery during peak periods.
iQor employs a dynamic and adaptable seasonal staffing strategy, seamlessly adjusting workforce levels to accommodate fluctuating demands for catalogs during steady state and peak periods such as holiday seasons, promotional campaigns, and coupon drops.
This flexible approach ensures best-in-class operational efficiency by scaling up or down in real-time, effectively meeting Silver Star’s evolving requirements while supporting high service standards.
The partnership is a testament to iQor’s custom BPO solutions that contribute to Silver Star’s continued success in an ever-evolving direct-to-consumer catalog marketplace.
The Impact of Technology and Human Performance on Catalog Customer Experience
Drawing from a rich well of insights developed over his 20-year career in the consumer packaged goods (CPG) and e-commerce sector, Dave shares observations on the evolution of CX, particularly with the advent of social media and new communication channels.
Despite the proliferation of "shiny new tools," Dave stresses that understanding the customer remains paramount. While technological advancements are valuable, they should always serve the primary goal of streamlining the customer experience.
Dave emphasizes the importance of viewing CX holistically, from the first touchpoint to the final delivery of products, with the perpetual aim for repeat purchases. This encompasses accurate order fulfillment, transparent status updates, empathetic revenue recovery, and seamless customer support through various channels.
Here are three ways Dave uses a combination of digital and human solutions to create seamless customer experiences.
Leveraging data analytics to create personalized customer journeys.
Dave says the personalization of customer service through the leveraging of customer personas is a leading priority for optimal customer service operations.
By utilizing data effectively and empowering frontline teams with insights into different customer personas, agents can tailor their service delivery to meet individual customer needs and preferences.
We leverage our in-house interaction analytics platform, VALDI, to maximize the value of every customer interaction. Armed with these valuable insights, catalog brands like Silver Star Brands can unlock actionable strategies that optimize coaching, guide script improvements, and increase customer satisfaction.
Optimizing channels to meet customer needs and preferences.
One factor Dave highlights is the demographic Silver Star primarily serves: individuals aged 50 and above. Despite the advancements in digital channels, the traditional voice channel remains important to their customer base.
While other industries may draw significant benefit by prioritizing digital channels, effective voice support is the best choice for the direct-to-consumer brands Dave manages. This underscores the significance of an intelligent channel optimization strategy that meets customers where they’re most comfortable, aligning closely with their preferences to ensure a positive experience.
Embracing AI’s potential to reshape the landscape of catalog CX.
Looking ahead, Dave hints at the potential integration of new AI tools and technologies to further elevate CX. This future-focused approach exemplifies the company's commitment to continuous improvement and innovation in their customer service strategies.
iQor’s years of experience leading the charge in digital transformation and industry-leading innovations offers Silver Star and our other catalog clients a comprehensive digital strategy that harnesses AI across our operations.
Harmonizing agent performance with Symphony [AI]™.
Our agents are augmented by Symphony [AI]™, iQor’s generative AI solution that harmonizes the employee experience to drive unparalleled performance. This next-generation ecosystem harmonizes the employee lifecycle from recruitment through training and nesting to the production floor.
With Symphony [AI] and other advanced strategies, such as active learning, we deploy personalized training and coaching strategies that help our agents excel at meeting our client’s goals.
For catalogs like Silver Star, AI equips agents to excel at revenue generation through advanced upselling and cross-selling techniques. We impart our agents with the skills and support to balance KPI targets with empathy for the customer when delivering revenue recovery services. The result is customer service agents who are empowered to do what’s right for Silver Star Brand customers and for the business.
A Visionary Partnership Forging the Future of Direct-to-Consumer Catalog CX
By focusing on the entire customer journey and partnering with iQor’s BPO solutions, Dave has created a coherent, consistent, and enjoyable experience for Silver Star Brand customers.
Dave’s vision sets the tone for what technology and human expertise can accomplish at Silver Star Brands. Under our continued partnership, iQor is poised to support Silver Star’s sales and customer service delivery, resulting in irresistible CX in the modern catalog and e-commerce landscape.
The Fun Question
Beyond his professional talents, Dave is also a skilled musician and vocalist. He considers himself fortunate that he has had opportunities to nurture this lifelong passion and perform across the Midwest for over 20 years.
You can learn more about Dave’s inspiring leadership on his LinkedIn. To learn more about Silver Star, check out their flagship brand at https://www.mileskimball.com/.
Watch the video here.
Read the blog post here.
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A Partnership Approach to Industry-Leading CX
This week we welcome Andy Traba and PJ Singh to the Digitally Irresistible podcast.
Andy and PJ both hold key leadership roles that have helped forge a triumphant business partnership between iQor and NICE CXone, a comprehensive end-to-end customer experience technology provider that specializes in digital-first solutions.
Andy, NICE CXone's vice president of product marketing, contributes an impressive 20 years of CX expertise. He proudly labels himself as a "mutt" who leads his team with a diverse repertoire of skills and insight spanning product marketing, data science, and behavioral science.
Throughout his 16-year journey with iQor, PJ has also held an array of roles and currently serves as chief digital officer. He is the visionary spearheading iQor's digital transformation and artificial intelligence strategy. Under PJ's leadership, iQor's international team of experts in core infrastructure, application development, data science, and beyond are leveraging digital solutions that augment human service delivery.
For example, Symphony [AI]™ is iQor’s next-generation solution that elevates the employee experience. Our Symphony [AI] ecosystem optimizes every stage of the employee lifecycle from recruitment through training and nesting to the production floor.
The result is harmonious performance powered by generative AI, active learning training strategies, and other innovations developed under PJ’s leadership and informed by iQor’s years of accumulated process knowledge.
[CTA: Active Learning White Paper]
In this episode, we explore the powerful business partnership that combines iQor’s world-class, single-source customer service strategies with NICE CXone’s cutting-edge CX technology. This joint venture amplifies our delivery of human and operational excellence for the next level of business process outsourcing services.
Join us as we examine the innovative features of NICE CXone, discuss the advantages of the partnership for iQor’s clients, and plan the future of our collaboration. Get ready for an enlightening dialogue about the fusion of technology and human ingenuity that creates irresistible customer experiences.
NICE CXone's 3-Step Roadmap for Mastering CX Technology
NICE CXone is a highly regarded, cloud-based CX technology company known for its innovative features and industry-leading capabilities. Andy highlights three game-changing aspects that set the business apart from its competitors.
1. Interaction-centric CX platform.
The importance of the customer experience has increased significantly, leading companies to invest heavily in technology to ensure optimal customer interactions. NICE CXone, an interaction-centric platform, offers a wide range of features and capabilities that assist businesses in providing exceptional customer experiences.
By integrating robust customer experience capabilities into their current systems, companies can optimize their customer interactions. This comprehensive approach allows organizations to seamlessly manage customer interactions across multiple channels and provide personalized and holistic customer experiences.
2. Convergence of best-of-breed applications into a single platform.
NICE CXone is a powerhouse of innovation, combining years of expertise and top-notch applications into one platform. Now, users can effortlessly navigate a broad range of capabilities within a single, user-friendly interface.
3. Purpose-built AI everywhere in Enlighten.
NICE CXone harnesses the power of customer data to create the world's only purpose-built AI for customer experience. This artificial intelligence, called Enlighten, is designed to function across the entire platform and optimize each application to make every customer interaction a smarter experience.
How NICE CXone and iQor Harness a Holistic and Collaborative Approach to AI
PJ delves into iQor's rich history of delivering best-in-class CX services and the company's commitment to embracing the ever-evolving CX technology landscape.
Before the partnership began, iQor identified the need for a holistic ecosystem that addresses all aspects of CX including workforce management, intelligent self-service, RPA, data analytics, and omnichannel service support. NICE CXone's comprehensive approach to CX and their relentless digital innovation drove iQor’s decision to commit to a business partnership.
NICE CXone's transformative capabilities have helped iQor optimize our service offerings, create positive customer experiences, and provide valuable BPO solutions to clients by augmenting human performance with AI and meeting the customer wherever they want support.
Unlocking Business Process Optimization With the Winning Combination of CX Technology and Human Expertise
Both PJ and Andy emphasize the importance of striking the right balance between technology and human ingenuity for effective CX delivery.
Andy explains that customer interactions are complex and open-ended. When interactions expand from single-channel voice support to omnichannel support that includes non-voice chatbots, SMS, social media, and other touchpoints, the overall volume of interactions to analyze for actionable insights increases, as does the difficulty level for businesses to accurately decode the information.
It takes the optimal combination of AI—including machine learning and natural language processing—and human insights to unlock the data's full potential.
According to Andy, as much as 85% of the customer experience with a brand occurs during customer service interactions. This directly correlates to customer satisfaction that results in lasting brand loyalty.
This is why the ability to consistently and accurately leverage customer insights represents a high value proposition for businesses. iQor’s strategic outsourcing solutions maximize these customer insights to drive continuous service improvements and generate strong returns for our clients.
[CTA: Machine Learning Webinar]
Creating Shared Advantages Through a Shared Commitment to Unleashing AI's Full Potential
NICE CXone's products complement iQor's proprietary interaction analytics platform, VALDI, which uses AI to mine voice and non-voice customer interactions to monitor compliance, gauge customer sentiment, guide script improvements, and more.
Another of iQor's in-house tools is sQan, our coaching optimization platform. sQan increases the value of interaction insights by evaluating every session for coaching opportunities and recommending proactive strategies for frontline supervisors to support their teams.
AI That Augments Irresistible Human Ingenuity to Provide Optimal CX
While AI plays a critical role in automating routine tasks and extracting valuable insights from large volumes of data, the human touch remains essential for customer service that builds genuine, heartfelt connections between brands and their customers.
The partnership between iQor and NICE CXone serves to augment human capabilities with AI, not replace them. The augmentation paradigm offers agents real-time guidance and actionable insights to help them navigate complex interactions, improve performance, and guide more satisfying customer journeys with the empathy and service quality customers crave.
The Road Ahead: An Enduring Partnership Leading to a Sustained Legacy of Operational Excellence
As Andy and PJ anticipate the future, they pledge to continue investing in the partnership and pushing the envelope for what iQor and NICE CXone can achieve together.
Andy explains that NICE CXone is dedicated to maintaining its position as the top digital CX platform through ongoing innovation and investment in its technological offerings. Similarly, iQor's commitment is to continue to deliver best-in-class support with configurable and flexible BPO solutions that create smiles for our clients and their customers.
NICE CXone's interaction-centric platform, enhanced by AI, empowers iQor to provide efficient and intelligent management of customer interactions. Andy describes iQor as a design partner whose ongoing collaboration with NICE CXone will continue to influence the future direction of their product portfolio.
Fortified with this partnership approach, iQor and NICE CXone are poised to continue their investment in digital and strategic CX innovations that sustain mutual reputations for CX excellence and keep clients and customers smiling.
The Fun Question
In addition to keeping up to date with the latest in AI, Andy can be found cheering on his twin children at their various sports games. Andy's passion for data science and sports merge in a hobby he undertakes with old college friends. Using an algorithm to predict NFL game outcomes, Andy and his team enjoy competing in the Westgate SuperContest, which they won in early 2018.
PJ also enjoys supporting his two children at swim meets, soccer games, basketball games, or whatever new activity their hearts desire.
You can learn more about these inspiring CX thought leaders by checking out Andy’s LinkedIn and PJ's LinkedIn. Discover more about NICE CXone on their website at nice.com.
Watch the video here.
Read the blog post here.
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This week we welcome Denise Gabel to the Digitally Irresistible podcast.
Denise is an international bestselling author, professional speaker, and mentor on the power of change. She is now recognized as the world’s first can-do-ologist who has made it her life’s work to inspire others to embrace a can-do mindset.
On this episode, we discuss how Denise’s can-do mindset helps teams, coaches, and business leaders create a profound impact on their organization by impacting its people. Read on for strategies on mastering stressful situations by “channeling your cheetah” for unparalleled performance enablement in the workplace and beyond.
Leadership Experience Inspired by a Passion to Help Others Embrace Joy and Possibilities
Denise’s instinctive talent developing roadmaps to success surfaced in high school. At the time, she and her family lived in a small town. She introduced the idea of moving to a bigger city with more opportunity to her mom, who agreed that this would open new doors for the family.
For Denise, this experience was a revelation about the power of change to unlock new possibilities.
Denise has a wealth of experience in business leadership. During her tenure as chief innovation officer of the Filene Research Institute, she led the prestigious i3 Program throughout the United States and Canada. She also served as chief operating officer at the Northwest Credit Union Association.
Her bestselling book “The Can-Do Mindset: How to Make Things Happen ... With Enthusiasm” is an international bestseller and reflects her unshakeable passion for helping others achieve personal and professional growth.
According to Denise, the key is a can-do mindset, which she defines as a choice to focus on joy and possibilities in life. According to academic research from Stanford, a growth mindset positively impacts people’s lives and health in powerful ways. The can-do mindset is central to Denise’s strategy for helping people and businesses free themselves from a fixed mindset and drive irresistible progress along their journey.
The Can-Do Mindset Supercharges Employee Performance to Achieve the Impossible
Denise put her can-do mindset to work for a US-based credit union with incredible results. The company set out to revise a complex lending system that serves members in the community. They established ambitious—maybe even impossible—goals while leveraging Denise’s can-do mindset strategy in their operations.
Before the can-do mindset model was adopted, the project would have taken 18 months to complete. What was the impact on the duration after building a can-do foundation in the individuals, teams, and organization as a whole? 18 days from project beginning to project completion.
That’s right: the can-do mindset reduced the project timeline by an astonishing 97%.
The time reduction resulting from maximized employee performance cascaded into significant cost savings for the business. The company also generated $4 million in loans in the first month, proving that the can-do mindset can make the seemingly impossible possible.
The can-do mindset inspired employee engagement at unprecedented levels, generating success for the business and moving the bar for performance standards. They were able to achieve this because the company’s supervisors effectively coached team members to adopt a can-do attitude in their work.
Denise explains that when it comes to the can-do mindset:
85% is acquired through social learning.
15% is acquired through structured training.
In other words: the monkey see, monkey do model of behavior is a powerful tool. When coaches and supervisors show employees what the can-do mindset looks like, it establishes clear expectations for team members to emulate that behavior.
While corporate training is important for optimizing employee performance, leadership teams who model the can-do mindset for the workers they supervise are the principal actors in shaping an irresistible can-do culture in the workplace.
Channel Your Cheetah: A Four-Step Strategy for Thriving Through Difficulty
Difficult experiences are universal. This is why Denise advises developing effective coping mechanisms for stressful situations, especially workplace stress. She says everyone has the can-do mindset within them, even if it’s buried. Her four-step process helps bring it to the surface to empower people for success in both personal and professional contexts.
By imitating the speed and reflexes of the cheetah—which far outpaces any other land animal with a three-second zero to 60 mph acceleration rate—anyone can learn to quickly adjust to difficulty.
Feel it.
The first step is to name what you’re feeling and give yourself permission to feel it. Whether it’s embarrassment, guilt, frustration, or another uncomfortable feeling or combination of feelings, acknowledge it.
Shift to neutral.
Even cheetahs can’t be in motion all the time. Neutral is a place where you feel safe. Begin taking time to collect your thoughts, regain your composure, and center yourself.
This can be as simple as taking a few deep breaths at your desk and pausing notifications for five minutes. In other cases, you may need to take a walk, talk to someone you trust, meditate, or otherwise gain more distance from the situation.
Ask yourself: what can I do?
Depending on the situation, a cheetah on the savannah might roll over and relax, remain alert and watchful of its surroundings, or take off sprinting after an opportunity.
At this stage, you decide what your best course of action is. No one has an unlimited budget of time, energy, or other resources. Look at the possibilities, and make a realistic estimate of your capacity before deciding your next move.
Go again.
Put your decision into action. This is the moment you take off like a cheetah and show the world how fast and how far you can go when all your energy is channeled into progress.
You can return to this simple but effective strategy whenever difficulty arises. Channeling your cheetah is an actionable process for driving your personal and professional growth with a can-do attitude despite challenging circumstances.
Attract High-Demand Talent to Your Business by Building a Can-Do Company Culture
Employees with a can-do attitude present a high value proposition for businesses. High performers with great talent have the potential to make great contributions, express ideas, and provide a fresh set of eyes.
Team members and leaders should strive for a culture of collaboration and open communication that builds upon the company’s mission. According to Denise, employees should embrace the can-do message to confidently speak up as valuable members of the company to share ideas with leadership which could help improve something in the business.
The can-do mindset creates a ripple effect of growth from the organization as a whole to the teams to the individuals. Businesses that position the can-do mindset as a core value of the organization succeed in attracting talented people who are enthusiastic about pushing the envelope of their performance potential.
Talent recruitment is just the first step of the journey. A can-do core value can also boost retention by empowering employees to thrive with the company through personalized coaching and proactive strategies.
To achieve this, businesses can leverage a range of digital solutions such as machine learning, predictive analytics, and artificial intelligence (AI) to complement the skilled human teams who cultivate exceptional employee experiences.
How iQor Leverages a Can-Do Mindset With AI Solutions That Empower Agents
At iQor, our can-do strategy utilizes Symphony [AI]™ to optimize the employee lifecycle from recruitment to onboarding, training, nesting, and deployment to the production floor. Our IT experts train this generative AI ecosystem on our proprietary large language models (LLMs) and accumulated process knowledge from years of experience in the BPO industry.
Symphony [AI] boosts performance, builds confidence, and supports workplace wellness, reinforcing a can-do mindset for agents and supervisors by providing access to the tools they need to succeed. Our supervisors and coaches supplement our digital solutions by modeling the can-do mindset for their teams, creating smiles for all stakeholders from agent to end customer to client.
A can-do culture that values progress, support, and positive outcomes for the more than 40,000 employees we employ globally is in iQor’s DNA as stated in our core values.
Denise says that it all comes down to culture. With a can-do mindset guiding a culture of innovation, change, and growth, businesses can unlock unparalleled levels of success for the organization and its invaluable can-doer employees.
The Fun Question
Denise loves expressing her creativity through shopping and decorating. She is a naturally curious person who thrives when interacting with people and experiencing new possibilities.
Her two rescue cats, Gizmo and Henry, are a constant source of joy and help inspire her can-do mindset in all areas of her life.
To learn more about Denise, visit her on LinkedIn and her website at https://can-do-ology.com/.
Watch the video here.
Read the blog post here.
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The Expert Tech Leadership Driving Digital Transformation for the Age of AI
Welcome to the debut episode of CX Labs, a new installment of the Digitally Irresistible podcast where we cover the latest CX practices, including performance optimization, technology trends, employee experience, industry developments, and success factors to inspire great CX for your brand.
Our first guest is iQor’s Chief Digital Officer PJ Singh. PJ leads a team of technology professionals whose focus is harnessing technology, automation, and human expertise in the delivery of excellent CX for the brands that entrust us to service their customers. . PJ leads a team of technology professionals whose focus is harnessing technology, automation, and human expertise in the delivery of excellent CX for the brands that entrust us to service their customers.
On this episode, PJ shares insights on Symphony [AI]™, iQor’s generative AI ecosystem designed to create a holistic employee experience by leveraging intelligent insights at every stage of the employee lifecycle. Read on to learn how PJ and his team harness generative AI in the BPO industry to optimize the entire employee lifecycle to deliver winning CX.
Why iQor Is at the Forefront of Generative AI in the BPO Industry
At iQor, we recognize the transformative capacity of generative AI impacting every industry, including BPOs. Leveraging its capabilities is a top priority. According to PJ, a strong investment in AI takes a lot of engineering. Under his leadership, the company's internal data experts are committed to high-capacity AI development across all CX processes.
While AI technology is always evolving, iQor has longstanding investments in its potential to optimize customer service. For example, our proprietary speech analytics engine, VALDI, leverages AI to translate interaction signals into insights like customer sentiment and key topics. We have years of experience deploying commercial models to monitor for compliance defects in work-at-home (WAH) environments, using AI to improve security protocols with zero trust architecture that safeguards data from threats.
We identify pockets of potential attrition using our machine learning models to understand how we can better retain employees. Our predictive analytics capabilities increase retention by as much as 300% by deploying intervention strategies to support at-risk employees. At iQor, we possess a huge wealth of knowledge, engineering capacity, and the drive to continuously improve all our processes with AI, positioning us to succeed as a leader in AI innovations for BPOs.
The Science Behind iQor’s Symphony [AI]
PJ explains that Symphony [AI] is an ecosystem of proprietary tools, and commercial technologies designed to optimize the employee lifecycle and unify iQor’s dedication to exceptional customer service. Harnessing the latest in AI capabilities and guided by human insight, Symphony [AI] synchronizes the relationship between agent, customer, and client by delivering seamless, smile-worthy experiences.
To this end, our data scientists utilize enormous amounts of data from iQor’s accumulated process knowledge as a BPO provider with decades of experience. This information trains our proprietary large language models (LLMs) to deliver outcomes that meet our high standards for CX.
Irresistible Innovations Powered by Decades of Accumulated Process Knowledge
iQor’s accumulated process knowledge is the ongoing aggregation of decades of combined experience, insights, and methodologies our customer service experts bring to the table every day. This combination unlocks expert innovations and unique organizational insights for maximizing performance potential at scale. Our accumulated process knowledge forms an invaluable data lake of information to train our LLMs for industry-leading customer service.
PJ offers a simple explanation for the complex LLMs that power Symphony [AI]. Like ChatGPT and other AI familiar to broader audiences, Symphony [AI] is trained on billions and billions of rows of data to understand and make logical sense of information. A well-trained LLM is able to respond to input using natural language, the same way a well-informed human being would respond.
Symphony [AI] uses this input to develop advanced conversational models and provide dynamic chat interactions, performance enablement technology, and automation opportunities that boost KPIs, improve employee retention, and more to shape the bright new future of customer service with AI.
Elevating the Employee Lifecycle With Intelligent Insights
PJ explains that iQor’s goal is to supercharge the employee lifecycle with Symphony [AI] by optimizing talent acquisition, accelerating the training process, and evaluating performance indicators to support employees throughout their employee journey. Here’s how Symphony [AI] cultivates exceptional experiences at every stage of the employee lifecycle.
Recruiting: Symphony [AI] begins impacting the employee experience before new agents are even hired. Frontline agents present a high value proposition for contact centers which is why we leverage Symphony [AI] to identify and shortlist candidates who meet the requirements. This creates a seamless hiring and onboarding process from the first interaction.
Training: Symphony [AI] enables employee training programs that improve knowledge and skill retention. We optimize training techniques with top instructional strategies in active learning and personalized career pathing to enable every agent to perform with excellence. This personalized ecosystem guides frontline workers through the training process and increases their familiarity with the systems and processes they will use after training. frontline workers through the training process and increases their familiarity with the systems and processes they will use after training.
Continuous Coaching: When agents reach the production floor, they still access that AI partner on their desktop to facilitate conversations and increase time to proficiency. As agents gain tenure with the company, Symphony [AI] provides insights to guide performance optimization, monitor compliance, and maximize employee well-being. The result is satisfied employees who perform at optimal levels and create smiles for customers.
How Harmonious Employee Experiences Create Happy Customers
When customers contact customer service, they want to explain their reason for seeking support and reach a resolution as quickly as possible. The more proficient an agent is, the higher the chance that the customer will be satisfied with the support they experience.
Achieving consistent customer satisfaction is always our goal. Understanding the customer’s needs and supporting those needs according to existing systems, processes, and policies is not always straightforward—which is exactly why Symphony [AI]’s ecosystem is a strategic enabler for optimizing agent potential and ensuring best-in-class customer care. With the power of AI augmenting our agents’ capabilities, iQor is unlocking the complexity of customer interactions and providing swift, effective resolutions for customers. Symphony [AI]’s impact on the employee lifecycle creates a ripple effect of satisfaction from frontline workers to our clients’ end customer that keeps our clients smiling.
To learn more about Symphony [AI] and iQor’s digital capabilities, visit iQor.com/symphony-ai.
To learn more about PJ, visit him on LinkedIn.
Watch the video here.
Read the blog post here.
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BPO Leadership Excellence in the Philippines
This week, we welcome Liz Cabrera to the Digitally Irresistible podcast. Liz is a human resources manager supporting close to 2,000 employees in one of iQor’s sites in the Philippines.
Liz describes human resources as a multifaceted arena spanning hiring, employee relations, compliance, compensation and benefits, and more. As an HR professional, Liz oversees every stage of the employee life cycle to support her site’s iQorians, create career pathing opportunities, and facilitate irresistible employee experiences. To Liz, HR means more than the job description. It means investing in employees, the company’s most valuable asset.
On this episode, Liz shares how she found her way to HR management at iQor, what she has learned along the way, and how these valuable lessons are reflected in her day-to-day experiences. Liz’s dedication to her team in the Philippines and willingness to embrace unexpected opportunities have defined her outstanding leadership career with iQor.
The Winding Road to Human Resources ManagementLiz’s journey to human resources management in the contact center industry has had its share of twists and turns. Before joining iQor, Liz had experience working in the banking industry in tech support. The customer interactions she managed helped lay a foundation that would inspire her interest in the BPO industry.
Liz quickly learned the importance of active listening. The best way to provide effective resolutions is to listen to what customers are saying, communicate with empathy, and then focus on the resolution. Whether interacting with customers, peers, or leadership, the ability to support other people with authenticity has been a cornerstone of Liz’s work ethic.
In an unexpected unfolding of events, Liz accepted a position with iQor that gave her the opportunity to become an HR specialist. She worked hard to master the skills she needed to live up to the role, setting a standard of continuous improvement for herself that culminated in other leadership opportunities. She supported her team as a subject matter expert (SME) and gained experience as a team lead and trainer for other potential SMEs.
When there was an opening for an HR generalist position, Liz’s leadership team encouraged her to pursue the role. Initially, she was reluctant to apply. Her leadership team’s support and confidence in her abilities inspired her to apply, resulting in her being awarded the position.
Ever since, Liz has continued to expand her repertoire as a human resources expert, fulfilling iQor’s commitment to best-in-class employee teams who contribute to exceptional CX.
Empowering Employees to Be More With iQor
When meeting employee candidates, Liz describes life at iQor as something that makes you better. iQor invests in career pathing to guide professional development and personal growth of employees throughout their lifecycle with the company. Thanks to the critical work of HR managers like Liz, iQor is committed to providing meaningful opportunities and support that make a difference in the lives of iQorians. That’s why 83% of employees in iQor Philippines say that it is a great place to work.
At iQor, we know that employee experiences keep the wheels of exceptional CX turning. Liz’s role gives her the opportunity to recognize the potential of our current and prospective employees to enact ways of helping people succeed. This help goes beyond career development. As an HR manager, Liz is an essential part of giving back to the community through the support she provides for iQorians.
Liz says her role with iQor has helped her learn to interact with people more effectively and bolstered her life outside of work. Her leadership serves as an inspiration to others. In turn, Liz says she is inspired by the thousands of employees her work supports to continue making a real impact in the lives of others.
What Liz Does for Fun
When Liz isn’t working, she enjoys traveling and spending time at the beach to swim or free dive.
Watch the video here.
Read the blog post here.
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Transforming CX with Customer Journeys That Inspire Loyalty
This week we welcome Joseph Michelli, Ph.D., to the Digitally Irresistible podcast. Joseph is the founder and CEO of The Michelli Experience (TME), an award-winning author, and CX Hall of Fame inductee.
As a certified CX professional, Joseph specializes in helping leaders attract and engage customers. The Michelli Experience (TME) offers leadership and management consulting, personalized training, customer journey mapping, agile design, customer retention solutions, and tailored keynote presentations and workshops. TME’s approach emphasizes adding value to the customer journey to differentiate brands from competitors and return value to the brand.
On this episode, we discuss how Joseph’s LEAD framework harnesses the fusion of authentic human empathy and technological efficiency to deliver irresistible value propositions and generate unbreakable customer loyalty.
Emotional Engagement: The Key to Meaningful Human Experiences That Unlock Customer Satisfaction
Joseph’s story begins in unimaginable circumstances. As a newborn baby, he was rescued from abandonment in a trash can and raised by loving adoptive parents who instilled the belief that people best enrich their own lives by serving other people. This idea inspired him to earn his doctorate in clinical psychology and invest in making a difference in other people’s lives.
Joseph’s unique personal experiences, people-first focus, and expertise in psychology provided him with the tools to excel at transforming the way brands attract, retain, and engage customers. As the founder and CEO of The Michelli Experience, Joseph embraces the challenge of delivering irresistible customer experience in an arena defined by evolving customer needs and rapidly advancing technologies. Top global brands from financial services to retail turn to Joseph and TME to reassess the timeless question of how to earn customer loyalty within the context of today's digitally transformed marketplace.
In Joseph’s experience—both personal and as an expert in CX—emotional engagement is key to creating meaningful human connections that transcend circumstances. As needs and opportunities fluctuate, brands are tasked with striking a new balance that sustains satisfaction and loyalty. For instance, technological advancement has gained momentum at an exponential rate, imparting efficiency with less need for human interaction on certain tasks. However, efficiency does not necessarily correlate to satisfaction. With the American Customer Satisfaction Index for 2022 indicating a 17-year low, it’s clear that customers need more than efficiency to feel an emotional connection to a brand.
For this reason, many business leaders of global organizations identify CX as a differentiator of success and strive to implement it as a strategic initiative. As a global consultant and prolific author on strategies for CX, Joseph has spent years helping brands succeed in their CX strategies by leveraging his people-first passion into customer-first policies. In this podcast, follow along on the customer journey with Joseph as he shares his LEAD framework for implementing the right mix of digital technology and human interaction at scale to add value to the customer experience and maximize brand success.
The LEAD Framework for Shaping Success with Human Empathy, Digital Efficiency, and Delightful Experiences
For brands, the question of effective CX is about how to invest in it as a strategic initiative and leverage it to accomplish quantifiable objectives. Rather than answer this directly, Joseph goes straight to the subject: the customer. Prioritizing the customer’s perspective is a simple yet powerful reminder that the fundamental goal of CX is to create experiences that make people want to repeat them and share them with other people. Joseph developed his LEAD Framework to guide each brand’s approach to achieving this goal.
At one point in his career, Joseph was working as a consultant for a brand in the automotive industry. This brand set an objective of improving their J.D. Power Customer Experience Index Model rating from a position in the twenties to the number one spot—an ambitious goal that Joseph helped achieve with a team of CX consultants 1 ½ years ahead of schedule. Here’s how Joseph leverages the LEAD framework to achieve remarkable success.
Listen.
Joseph explains that the first step of the LEAD framework is not just about listening with the ears. It’s about utilizing every tool a brand has at their disposal to observe and gauge customer sentiment. By watching and appreciating the customer experience throughout the journey of engagement, brands can identify the most high-value moments as well as the pain points likely to lead to increased churn.
Gaining this understanding requires a combination of human interaction and digital tools. This step takes a multidimensional and cross-platform approach to listening that includes social media monitoring and surveys that reveal what customers are saying about their experience in their own words. Speech analytics, machine learning, data mining, and other technologies are vital resources for deploying a multichannel approach to listening that reveals the whole story of what customers need.
Empathize.
Listening to the customer journey at a deeper level allows brands to respond to customer needs with empathy. It’s important to acknowledge customer sentiment, letting them know that the brand has listened to their needs and values the customer relationship. This requires a deft human touch to interactions that elevates the customer experience, leaving a lasting impression that inspires them to return for more.
Add Value.
With this information, brands can shift their focus to strategies aimed at adding value to the customer journey. In many cases, adding value is best facilitated by a culture of innovation that inspires out-of-the-box thinking. This is where technology plays a vital role. Technology such as chatbots and self-service options can predict and address potential simple inquiries without escalating to a live agent. Utilizing robotic process automation (RPA) is a proven way for brands and customers to enjoy the benefits of more efficient processes. Predictive analytics powered by AI tools can also alleviate pain points further along the customer journey. The objective is to continuously improve CX with proactive rather than reactive strategies. This approach encourages repurchase intent and fosters genuine human connections between the customer and the brand, setting them apart from competitors vying for the same customer base.
Delight.
The last step is to create a distinctive, uplifting moment that makes the brand stand out to customers in a memorable way. In other words? Delight them. The goal of customer delight is to prioritize lasting customer satisfaction through operational consistency in three areas that matter the most to customers: meeting needs, reducing effort, and elevating the experience with a sense of delight. When executed consistently, customer delight functions as a powerful brand promise that engages your customers on a meaningful level, cultivating lasting satisfaction and loyalty.
Additionally, when customers feel emotionally connected to a brand, they appoint themselves as brand promoters, spreading positive word of mouth and referrals. There is a correlation between people who report emotional connection to a brand and that brand’s achievement of high net promoter scores (NPS). Harnessing delight as a strategic tool has the potential to transform satisfied customers into the best members of your sales team.
How Identifying Core Customer Segments Guides Effective Customer Journey Mapping
CX excellence can be achieved by identifying opportunities across the journeys of core customer segments and setting measurable metrics to track progress. For many brands, around 80% of customers can be represented by three or four core customer segments. By mapping their journey, brands can modify processes and technologies that create value over 3-5 years. To succeed over this span, Joseph suggests the following:
Gain support from C-suite executives who support CX initiatives.
The support of top leadership that appreciates the value of CX as a strategic initiative is invaluable. Some organizations reflect this value by creating the role of “chief experience officer” to guide developments that support exceptional CX.
Invest in cross-functional teams who become CX champions.
Leadership is only the beginning; a lasting CX revolution requires the involvement of the entire organization. This entails crafting a compelling vision that ingrains itself within the culture of the organization. Aligning the organization's messaging to nurture a strong customer service culture results in engaged employees who are motivated and empowered to promote smile-worthy experiences. Cross-functional teams can be equipped to serve as customer experience champions who, without being titled leaders, nudge the organization forward and keep a finger on the pulse of customer needs.
Give the customer a seat at the table.
In every room of the organization, the customer should have a presence, joining the conversation and factoring into decisions. The key to sustained CX success is maintaining a customer-first focus that listens to, empathizes with, adds value to, and delights the brand’s customers.
Value Propositions That Elevate Engagement to Cultivate Customer Loyalty
By leveraging an effective value proposition that cultivates emotional engagement and creates smiles, brands can strategically influence customer loyalty. Processes and procedures that are applied with empathy and nuance have the power to transform customers into more satisfied individuals that return value to the brand.
Customer satisfaction is born when brands successfully transform positive, memorable moments into a loyal relationship sustained by consistently delightful experiences. Joseph’s LEAD framework presents an irresistible opportunity for brands to boost customer loyalty through a simple, customizable approach that harnesses the right mix of empathetic human interactions and efficient digital solutions to cultivate exceptional customer journeys. Backed by a proven record of success, Joseph continues to deploy this method as part of The Michelli Experience, empowering brands to achieve KPIs and gain a reputation for CX that creates smiles with their customers.
To learn more about Joseph, visit him on LinkedIn, Twitter, and his website at www.josephmichelli.com.
Watch the video here.
Read the blog post here.
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Breaking New Ground for the Early Success of iQor Colombia
This week, we welcome Fabian Garcia to the Digitally Irresistible podcast. Fabian is senior director of operations and country lead of iQor Colombia. With 15 years of experience in contact center operations and a passion for the BPO industry, Fabian’s leadership has been instrumental to iQor’s early success in expanding to our first nearshore location in South America.
Fabian began his career as a lawyer before discovering new and exciting opportunities in the BPO industry. His excellent performance and dedication to the industry propelled him through leadership positions and inspired his passion for recruiting and developing successful agents.
When approached by iQor about leading the launch of the company’s first South American call center in Medellín, Colombia, Fabian accepted the opportunity to build and grow a successful contact center operation from the ground up with great enthusiasm.
On this episode, we highlight how Fabian’s leadership has delivered positive results in this nearshore location through his ability to manage a call center while investing in the career growth and development of the frontline employees on his team. Fabian’s devotion to spearheading a brand-new operation, responding flexibly to client needs, and delivering desirable business outcomes for clients has resulted in impressive growth. As our Medellín location continues to deliver favorable results, a number of iQor’s clients are placing their trust in the unique talent and irresistible CX that iQor Colombia offers.
Bilingual Talent and Cultural Compatibility Advance Medellín, Colombia’s Nearshoring Appeal
According to Fabian, the foundation of Medellín’s contact center success is the remarkable passion and strong work ethic of the city’s inhabitants. Employee engagement is high, with agents driven to be successful while receiving support from iQor’s dedication to retention through positive employee experiences that lead to smile worthy customer engagement.
Another key element of Medellín’s suitability for exceptional customer service is the availability of bilingual English-Spanish speaking population. The city boasts many universities and institutes that contribute to a highly educated English-speaking population. In recent decades, the city has prioritized its reinvention as a setting for business and technological innovation, making it an ideal location for many industries, including BPOs, to thrive.
The city’s flourishing tourism industry is another factor that promotes competency with the English language. The influx of English-speaking visitors encourages intercultural communication that increases the local population’s knowledge of American culture. This awareness builds familiarity and cultivates a cultural compatibility between the local talent and iQor’s clients' customer base, facilitating high customer satisfaction on a daily basis.
Leading With Flexibility to Accomplish Client Goals
Clients who have partnered with iQor’s outsourced BPO solutions in Medellín have noted the well-structured operations combined with a unique human touch that is essential for creating smile worthy CX. These qualities have contributed to the company's remarkable growth in a new geolocation in a relatively short span of time and highlight Colombia’s growing appeal as a nearshoring destination.
Fabian explains how, in a specific instance, a client requested to meet prospective new hires before the operational phase officially began. Fabian promptly advertised the positions, resulting in an impressive response from individuals eager to join the company and willing to be interviewed by the client, who collaborated favorably with the hiring process.
iQor places a high priority on providing CX expertise that incorporates open communication with clients from the outset to meet all goals. Our nearshore outsourcing solutions utilize interaction analytics and strategies to identify new opportunities and provide the tailored support our clients need to succeed. In this situation, Fabian provided a responsive, flexible solution to the client’s request that satisfied their expectations. This proactive approach established trust in the local Colombian team and iQor as a provider of strategic outsourcing solutions and solidified a long-lasting client relationship that exists to this day.
Looking Ahead to New Horizons for Nearshoring in iQor Colombia
To accommodate the current growth rate, iQor plans to establish a second contact center facility in Medellín while exploring potential locations for a second city in Colombia to expand the company’s footprint in the country and increase the capacity of support for our clients.
Fabian’s adept management of call center teams and savvy business strategies have been pivotal in driving operational success in Medellín. His willingness to innovate in uncharted territory has fueled impressive growth and garnered positive feedback from the clients we support, helping establish iQor as a trusted BPO partner with our nearshoring solutions in Colombia.
What Fabian Does for Fun
When not working, Fabian’s first priority is enjoying time with his family. He also has a passion for soccer and Formula One racing.
To learn more about Fabian, visit him on LinkedIn.
Watch the video here.
Read the blog post here.
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Paving a Path to Success in Frontline Contact Center Leadership
This week, we welcome Chevon Brathwaite to the Digitally Irresistible podcast. Chevon is senior manager of operations at iQor Trinidad and Tobago with over 15 years’ experience in contact center operations and a passion for customer service and professional development for frontline employees.
Chevon began his career working in contact center operations, gaining additional responsibilities and shouldering new roles as he displayed an aptitude for developing himself and others to excel in the customer service business. His boots-on-the-ground experience as an agent and supervisor helped advance his career in the BPO industry with iQor Trinidad and Tobago, where he supports iQor’s clients through a diverse talent pool supported by a comprehensive infrastructure that delivers robust data security and performance for smile-worthy CX.
On this episode, we discuss how Chevon paved the way for new client relationships with iQor in Trinidad and Tobago by maximizing the performance of his teams to exceed client KPIs while also investing in their personal and professional development.
Earning Client Confidence Through Open Communication and Quality Customer Service
Chevon began his career as a call center agent at the frontlines of customer care. As he gained experience, his authentic passion for providing exceptional customer service propelled his advancement to supervisory roles. Chevon’s experience as a call center supervisor provided him with a new perspective on customer service. Investing directly in his team’s well-being and professional development to aid their achievement of department objectives resulted in a significant and lasting impact on customer service culture within the company.
Upon initially expanding nearshoring services to Trinidad and Tobago, iQor gave Chevon the opportunity to join us as a critical operations resource. His years of hands-on experience fielding customer inquiries and managing teams in the region made him an ideal candidate. Chevon joined iQor, transitioning from a single-brand contact center environment to a BPO environment servicing multiple clients. Chevon embraced the opportunity with great enthusiasm, leveraging his extensive contact center management experience. He set out to listen to the needs of all his clients and harnessed iQor’s resources to achieve the best outcomes for all the clients that his team supports.
To accomplish this, Chevon emphasized close, open communication with the client to achieve their KPIs, while maintaining his commitment to quality and security. The unique characteristics of the talent pool in Trinidad and Tobago combined with iQor’s high standards in client data privacy and protection empowered Chevon to support new clients and drive operations excellence at iQor.
Why Trinidad and Tobago Is an Attractive Location for Nearshore Customer Service
Trinidad and Tobago features a combination of strategic advantages that position it as an attractive location in the global outsourcing landscape. Chevon describes how the country’s unique qualities combine with iQor’s CX operations expertise to create optimal outcomes for the clients he and his team support.
Geographically positioned below the hurricane belt, the islands’ location ensures a level of operational stability and minimizes the risks associated with weather-related events, making the two-island nation a reliable hub for businesses seeking reliable customer service operations.
Trinidad and Tobago also boasts a population of young, college-educated, digitally savvy talent ready to delve into the world of customer service. This pool of skilled professionals offers a unique blend of technical aptitude and innovative thinking, paving the way for adaptable and creative solutions to customer interactions.
The country’s population includes a large number of bilingual speakers, providing a competitive edge by enabling seamless communication with a diverse range of customers. While Trinidad and Tobago has its own distinct culture, it also shares many similarities with American culture, allowing for a seamless adaptation to the needs and expectations of American customers. This cultural compatibility fosters a sense of familiarity and understanding between agent and customer that drives higher customer satisfaction.
Trinidad and Tobago is a nearshore customer service destination that blends geographic resilience, skilled talent, linguistic versatility, and American cultural synchronization to deliver top-tier customer experiences. Chevon's leadership focuses on integrating these benefits into optimized teams and operations strategies that yield powerful returns on investment (ROI) for iQor’s strategic partners, many of whom begin with one line of business and expand to multiple LOBs due to their success.
The Positive Feedback Loop of Employee Experiences That Inspire Engagement and Deliver Exceptional CX
In his role as senior manager of operations at iQor Trinidad and Tobago, Chevon is most passionate about working with people to cultivate and strengthen bonds between team members and customers. Investing in the success of his employees through mentorship and other support practices gives his work a sense of purpose and drives his commitment to managing with excellence. iQor’s succession planning and career pathing programs ensure that when Chevon invests in the success of his teams, he is helping each agent cultivate opportunities for their own professional advancement and support within the company.
In one case, an agent on Chevon’s team was experiencing a personal challenge. Chevon took the time to understand what iQor could do to provide support while the agent navigated their circumstances. This agent received support and has since advanced to a management position, exemplifying iQor’s investment in tenured employees who create value for our clients.
Chevon’s contribution to this process is critical to creating positive employee experiences driven by evidence-backed retention strategies that boost engagement and build employees into leaders.
3 Irresistible Benefits Driving Client Expansion Into Nearshoring With iQor Trinidad and Tobago
Chevon has been integral in maximizing Trinidad and Tobago as an attractive nearshoring geolocation to build and expand client relationships. One of iQor’s clients had not previously outsourced to a nearshore location and expressed an interest in learning more. Chevon met with the client, highlighting his team’s capabilities and the location’s benefits. Chevon emphasized three areas that ultimately inspired the client to expand their strategic outsourcing partnership with iQor to include nearshoring services in Trinidad and Tobago.
1. Rapid, efficient onboarding.
The client was impressed by the iQor Trinidad and Tobago’s swift onboarding process, which seamlessly recruited and trained new talent, demonstrating remarkable efficiency and a commitment to delivering results from day one.
2. Data security and protection.
A top priority for the client was iQor’s unwavering commitment to stringent data protection protocols and maintaining top-tier security compliance, instilling confidence in the safety of sensitive information and fostering a trustworthy partnership.
iQor provides this peace of mind for all clients in all geos with best-in-class CX cloud infrastructure and multi-layer security protocols. We continuously invest in a dynamic zero trust approach to cybersecurity that leverages the most up-to-date trends in security awareness with multi-factor authentication, network security, data security, device authentication, and continuous monitoring of client and customer information.
3. Bilingual talent.
The availability of a bilingual talent pool in this geolocation helped solidify the client’s decision to nearshore their operations with iQor Trinidad and Tobago. Linguistic familiarity helps provide seamless customer service across a diverse array of inquiries, simplifying interactions and maintaining customer satisfaction.
Investing in Leadership Is Key to Success in Every Geolocation
At iQor, we recognize that the cornerstone of success lies in a strategic investment in leadership. Chevon’s consistent excellence in contact center roles showcased his capability of providing the guidance, motivation, and direction to navigate diverse customer needs as a senior operations manager while keeping up with the ever-evolving BPO industry.
Since taking on the responsibility of senior operations manager at iQor Trinidad and Tobago, Chevon’s coaching and support practices have consistently inspired optimal performance from the diverse talent pool he manages. His proven ability to oversee the onboarding process, along with the availability of a bilingual workforce and iQor’s commitment to data security, have inspired client confidence in nearshoring with iQor Trinidad and Tobago, driving successful client outcomes with exceptional customer service.
What Chevon Does for Fun
Like many Trinidadians, Chevon enjoys soaking up the sun and surf on the beautiful local beaches. He also enjoys binge-watching movies and spending time with his family.
To learn more about Chevon, visit him on LinkedIn.
Watch the video here.
Read the blog post here.
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Leveraging a Career in Sales and Marketing for CX Innovation
This week, we welcome Stacy Sherman to the Digitally Irresistible podcast. Stacy is an award-winning keynote speaker, author, advisor, and host of the “Doing CX Right” podcast.
Stacy began her career in sales and marketing and has held multiple leadership roles at major companies over the past 25 years. Her approach to “doing CX right” is based on real-world experiences as a strategist and practitioner of customer service experiences. Her HEART & SCIENCE™ Framework for CX enables companies to accelerate loyalty and revenue through empowered workforces.
On this episode, we discuss how Stacy’s innovative framework maps out irresistible customer journeys by transforming the relationship between brands, their internal teams, and their customers.
How an Interest in Consumer Behavior Paved the Way for an Award-Winning Approach to CX
Stacy’s journey to CX expertise began in a high school advertising class. Fascinated by the topic of subliminal advertising, she knew she wanted to launch a career in sales and marketing to understand the underlying psychology of consumer behavior. She held several roles in sales and marketing long before customer experience became a buzzword. Early on, she developed her approach to an experience-based customer journey based on her own real-world experiences with customer behavior and brand engagement.
While working on e-commerce optimization and marketing for a telecommunications company, Stacy was given the opportunity to explore and implement voice of the customer and other CX best practices. She built her understanding from scratch, drawing on her years of experience as an employee, a manager, and a customer to identify gaps in those relationships to improve the customer journey.
This resulted in a two-pillar approach to CX that Stacy calls her HEART & SCIENCE™ Framework. Each pillar forms an acronym representing best practices to revolutionize the customer journey from the inside out. Together, the framework incorporates empathy, psychology, data, and scientific methodology that equips brands to drive customer engagement, boost loyalty, and empower their employees to be customer centric.
Connecting Heart and Science to Create Incredible Customer Journeys
Stacy’s wealth of experience taught her the interconnectedness of the customer experience and the employee experience. Effective CX is cultivated by rallying internal employees and frontline customer service agents around a united purpose. Her framework emphasizes company-wide collaboration fueled by the common goal of providing positive customer experiences.
The HEART Approach
Stacy’s initial fascination with the psychology of consumer behavior is represented in the first pillar of her framework, HEART, which describes best practices for both experience-based management and experience-based customer service. For Stacy, this is about going beyond profitability to bring the heart into business. Here’s how her HEART acronym breaks down:
Honest and authentic communication.
Employees and customers value transparency, honesty, and authenticity in brand messaging and internal operations.
Empower to deliver excellence.
Set your teams up for success by equipping them with the resources they need to provide exceptional CX.
Appreciate and design for DEI.
Apply diversity, equity, and inclusion practices to all aspects of the CX space.
Relationship building.
Commit to a relationship approach that emphasizes the value of each individual in the customer journey—from the customers themselves to sales teams, customer service representatives, and employees in other departments.
Tailor and personalize.
Invest in messaging and experiences that are personal to each customer and meet their needs efficiently and effectively.
The SCIENCE Approach
The second pillar, SCIENCE, brings data and scientific methodology into the equation. Stacy explains that internal and external operations must be supported by measurable results to drive customer engagement with truly effective CX. Here’s the breakdown of the SCIENCE acronym:
Segment and measure by persona.
To create a customer journey, you have to know who will take that journey. Identifying detailed customer personas guides relevant brand messaging and customer support.
Collect feedback.
It’s critical to develop effective means of gathering and analyzing feedback from customers and team members on a consistent basis.
Implement tech for analysis and prioritization.
Acquire interaction analytics and machine learning technology that meets your brand’s needs for gathering and analyzing data. This process needs to be ongoing to implement necessary changes based on the feedback received.
Evidence to get buy-in.
Gather results that speak to executive decision-makers to ensure that priorities are aligned from the top down.
Numeric and qualitative.
Present both quantitative and qualitative data to build a multi-level foundation for your brand’s CX effectiveness.
Collaborate and break siloes.
Seamless customer journeys require effective interdepartmental collaboration with informed and prepared teams. This includes eliminating siloes between teams as well as siloes between information sources.
Experiment.
Stacy follows the acronym TAAR: test, analyze, adjust, and repeat regularly to provide customer experiences that evolve along with their needs.
Communication and Collaboration Form the Cornerstones of CX Success
Together, the HEART & SCIENCE™ Framework meshes for active journey mapping that takes the entire customer journey into account. It creates an environment where everyone at the company—from frontline sales agents to back office employees—can experience the domino effect of how each role affects another and contributes to the overall customer experience.
This cross-functional collaboration goes beyond employees by creating processes for brands to engage directly with their customers. Stacy’s framework emphasizes the importance of receiving feedback directly from customers. While advice from sales teams about customers is valuable, receiving direct input from customers about what they need to be and remain loyal customers is critical for sustained CX. Encouraging open communication is at the heart (and science) of Stacy’s innovative CX framework.
HEART & SCIENCE™ in Action
Stacy’s HEART & SCIENCE™ Framework guided CX excellence at an international engineering company. Employees at this company initially showed some resistance to embracing a customer-centric model. Stacy developed a team to implement the CX initiative and ultimately helped them learn how this approach would drive benefits for employees and customers alike.
Over time, Stacy’s team’s diligent work helped the company grow its potential to embrace CX as a core priority. She implemented her framework with programs, activities, celebrations, and media that built momentum for CX. Now the company shows up for customers every day with empathy and more transparency. By embracing authentic engagement, the customer feedback the engineering company receives goes beyond measures like net promoter scores (NPS) and identifies specific customer needs as well.
Stacy’s HEART & SCIENCE™ framework has encouraged a cultural revolution that prioritizes CX and invests in the tools needed to create an irresistible customer journey. Her fusion of empathy-based HEART principles and quantitative SCIENCE strategies results in a comprehensive framework that empowers and improves the employee experience, boosts customer engagement to drive loyalty, and provides quantitative returns for brands—creating smiles for teams and customers alike.
What Stacy Does for Fun
Stacy is a talented backgammon player and used to travel internationally to compete in tournaments as a child. More recently, she has learned to play pickleball and says that the social outlet it provides has been a game changer in her life.
To learn more about Stacy, visit her on LinkedIn and her website at doingcxright.com.
Read the blog post here.
Watch the video here.
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Building a Strong Foundation for Customer Experience in the Construction Industry
This week, we welcome Brian DiSabatino to the Digitally Irresistible podcast. Brian is a fourth-generation owner and CEO of EDiS Company, a family-run construction company that has served regional communities in Delaware and beyond for over 100 years.
Born and raised in the construction industry, Brian knows firsthand that its hyper-competitive nature has created a perception among customers that each company is an interchangeable commodity. Brian became motivated to differentiate EDiS from other construction companies through a unique value proposition that emphasizes customer experience. Brian and his team studied brands and leaders in other industries with good customer experience models and asked themselves, “If these companies were in the construction industry, how would they do it?” This exercise reaffirmed their commitment to implement practices that reflect EDiS’s core values and provide an experience that exceeds expectations throughout the customer journey.
On this episode, we discuss how, under Brian’s leadership, EDiS developed a four-pillar approach to customer experience based on alignment, authenticity, accountability, and action. Through this innovative approach, EDiS has differentiated itself from others in a competitive industry in their region and set a high standard for the customers they serve.
Taking a Page From Other Industries to Build Customer Loyalty That Spans Generations
At his grandfather’s funeral, Brian spoke with a gentleman who had worked with Brian’s family beginning at a young age. He described how the company’s workers devoted themselves to building and renovating schools, cathedrals, community centers, office buildings and other projects that went beyond mere structures. Many became landmarks that changed their communities for the better. Reflecting on EDiS’ history in the community launched Brian’s journey to reinforce a strong connection between construction and community building.
Since 1987, Brian has defined his role as a fourth-generation owner by considering strategies to rebuild these connections in an industry that has lacked a reputation for good customer experience. EDiS has inherited customers through connections Brian’s great-great-grandfather began making 115 years ago, so he asked himself the question: “What creates a level of customer loyalty that spans over a century?”
To answer this, Brian looked beyond construction to other industries and brands that prioritize the customer experience. He found admirable examples in hospitality, retail, and other industries that provided inspiration to emulate when developing a customer experience strategy specific to the construction industry. The result? A four-pillar approach to customer experience that focuses on the customer’s journey with a deeper understanding of their wants and needs, combined with an ongoing commitment to community support. This shift in strategy has positioned EDiS to begin a new chapter in its century-plus contribution to construction in the region that it serves.
A 4-Pillar Approach to Customer Experience
Brian’s research and networking efforts led to his four-pillar approach to design, develop, and manage construction projects. As the CEO, Brian’s journey has made him reflect on building what matters, a core value of EDiS. This approach reaffirms the age-old values of community and quality the company stands for while also meeting the expectations of modern-day customers accustomed to great experiences from other brands, which has raised the bar for EDiS.
1. Alignment
The first pillar is about setting the intention to meet your customers’ needs. Meeting the core expectations of a customer, such as good food at a restaurant, is table stakes. For a truly exceptional customer experience, companies need to understand their customers’ wants and needs in more detail and go above and beyond to provide a personalized experience that exceeds their expectations. Dialing into the customer’s needs and aligning your service accordingly can create extraordinary results that build loyalty through small acts such as seating a couple on a first date in a quiet corner or providing a candle in the dessert on someone’s birthday.
2. Authenticity
The second pillar is about delivering on the high standards set for meeting customer needs. After you understand your customer, you need to provide service that exceeds their expectations throughout every step of the customer journey. This includes the “back of the house” moving parts that will indirectly influence your customer’s experience.
3. Accountability
The third pillar is about articulating these expectations to your team. In the construction industry, there is a stereotype of a superintendent yelling at their staff that a project isn’t moving fast enough. A more effective way to keep teams accountable is to maintain mechanisms for feedback that celebrate positive performance and boost employee engagement. Encouraging excellent communication through people, processes, and technology is critical for effective feedback loops that provide accountability.
4. Action
The fourth pillar is about pulling everything together and walking the walk. In addition to going to seminars and reading books for inspiration, you have to hire people, develop processes, and gather data to deliver exceptional customer experiences. When receiving both positive and constructive feedback, the company needs to be open to acting on potential solutions.
Breaking the Mold for Customer Expectations in the Construction Industry
It’s no secret that the construction industry isn’t always recognized for high-quality customer experience. Brian’s decision to make customer experience a core business model isn’t just nostalgia; it’s a savvy strategy that has opened doors to technological innovations, employee satisfaction, and customer loyalty that have improved outcomes at every level of the business.
New Processes for Delivering Exceptional Service Improve Outcomes for the Whole Community
Since implementing the four-pillar approach, EDiS has utilized a branded process to gather intelligence and context on each customer such as:
· Has the customer ever had a project go wrong?
· Does the customer have any budget concerns aside from the stated budget?
· How does the customer define success?
· What players or stakeholders are involved in this project?
· Who are our customer’s customers and what’s important to them?
For example, when building a school, any number of factors can delay the project. No matter what, school still opens in August. Parents, teachers, and students all rely on EDiS to complete construction (or renovation) on time on a building that is essential to the community. This process identifies crucial factors that bring the company into alignment, allow them to deliver, hold them accountable, and equip them to take action.
Empowering an Exceptional Employee Experience
EDiS’ four-pillars for exceptional CX have revolutionized their team’s approach to going to work every day. Their strategy is built on collaboration, so all processes are team oriented and emphasize effective communication. Their work culture stands out in the industry through positive reinforcement and a growth mindset. Everyone in the company complements each other’s strengths and brings something to the table for one another. Just like their customers, potential hires and tenured employees appreciate knowing that the company they work for can align with their values and deliver an authentic experience.
Sharpening the Company’s Competitive Edge in the Construction Industry Through Tech-Enabled Teams
Listening to customer concerns created positive ripple effects across the quality of service EDiS offers. In one example, EDiS customers voiced that high contingency spending was a top concern in their decision to select a construction company. EDiS invested in developing a digital modeling program to reduce potential contingencies by harnessing technology to diagnose the building’s design before breaking any ground.
By actively listening to customers, EDiS made their construction projects safer and prevented contingency situations that would lengthen the project timeline and increase customer costs further down the road. Investing in technology has allowed them to provide the best results for their customers and communities.
In the next 10 years, Brian foresees the continued evolution of technology in the construction industry. The digital transformation has already changed the customer psyche across all industries, so it’s critical to capture that curve. Employees who work in construction will increasingly need to be familiar with technological advances. By embracing technology and empowering teams to deploy it effectively, EDiS can differentiate themselves from the competition and provide a better experience for their employees and customers alike.
A Customer-Centric Culture Drives Growth While Aligning With Core Values
Throughout his leadership journey, Brian’s vision for EDiS has been to build what matters. In the construction world, this means providing a service that is safe, efficient, and timely. At EDiS, it means going beyond service to create an experience that shows customers they are valued and creates smiles throughout the entire customer journey. Brian's investments in technology support his four-pillar approach to align with customer needs, ensure authenticity, hold his company accountable, and take decisive action toward implementing and improving processes.
Brian’s customer-centric focus differentiates his company from others in the industry and inspires his customers to choose EDiS over competitors. Valuing the human element of the industry has also improved the employee experience, encouraging workers to value communication and collaboration to provide a differentiated experience. Brian’s innovations have created opportunities for the company to thrive in a future defined by technology, efficiency, and community connection that enables continued growth while staying true to the values his family began building over 100 years ago.
What Brian Does for Fun
As Brian’s last name, DiSabatino, suggests, a love of cooking and eating Italian food is in his blood. His favorite pastimes include spending time with his three children and enjoying the meditative benefits of fly fishing on the upper Delaware River.
To learn more about Brian, visit him on LinkedIn and his website at www.ediscompany.com.
Watch the video here.
Read the blog post here.
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The Power of Connection: How Networking, Advocacy, and Community Drive Professional Growth for Women in the Customer Contact Industry
This week, we welcome Sandy Ko to the Digitally Irresistible podcast. Sandy is the founder and principal of CCWomen, a networking and advocacy community for women in the contact center industry.
After joining the contact center industry, Sandy recognized a need for women to find networking, mentorship, and leadership connections among other professional women with similar experiences. In 2018, Sandy founded CCWomen within her customer contact parent company, Customer Management Practice (CMP), to create a space for women to discuss their careers, share information and opportunities, celebrate each other’s successes, inspire professional and personal growth, build relationships, and create meaningful change for diversity and inclusion.
On this episode, we discuss how Sandy’s commitment to connection, networking, and leadership helps women in the contact center industry achieve their professional goals within a thriving community of like-minded people.
How One Woman’s Search for Belonging Built Bridges Across an Industry
Sandy is living proof of the strength in embracing change when building a meaningful, successful career. She changed careers from music education to event planning before finding her passion in the customer contact industry. Integral to Sandy’s success in this industry was her approach to authenticity and connection that began in her childhood. At a young age, Sandy moved to the United States with her family. Facing a new culture with unfamiliar customs, Sandy’s family found a sense of belonging with the Korean American community that helped them integrate into the broader culture through shared experiences and support.
As an adult on her career journey, Sandy found the same need for connection in her professional life. Joining the customer contact industry gave Sandy the opportunity to go to a conference where she met other professional women who were ambitious, strong, and inspirational. That’s when it clicked: the key to a career path that inspires authenticity and success is community. The same sense of belonging her family found within the Korean American community could provide a model for networking, mentorship, and community for women in Sandy’s chosen field.
Sandy reached out to some of these women to meet over 7 a.m. mimosas on the last day of the conference. This informal meeting ignited the spark that led to the launch of CCWomen. In the five years since these encounters, CCWomen has grown into a thriving community of women who are redefining the customer contact industry. The growth of CCWomen demonstrates how providing venues for professional networking and community-building inspires excellence, creates a culture of authentic connection, and drives industry-level innovations.
Paving the Path to Empowerment for Women in the Contact Center Industry
To make her vision for CCWomen a reality, Sandy leveraged her background in event planning and love of organizing. Her goal was to develop events that would serve as a platform for community building, support, and empowerment for women. In addition to in-person events, Sandy recognized an opportunity to create digital connections through content generation, social media, and more to build CCWomen into an authoritative hub of resources for the industry.
Tri-Annual CCWomen Summits
Each year, there are three CCWomen Summits that women and allies can attend. Sandy invites industry experts, emerging leaders, life coaches, and other speakers to engage attendees on a wide range of subjects. These speaking engagements, masterclasses, and discussion panels provide a space for women in the industry to have open conversations in a professional and supportive environment.
These events provide a wealth of information and networking opportunities that help attendees grow and succeed as professionals in the customer contact industry. Topics and conversations also go beyond work. Real community means providing support for other needs such as maintaining a work-life balance and encouraging self-care alongside professional growth.
Also critical to CCWomen’s messaging is a commitment to diversity, equity, access, and inclusion. In addition to advocating for women, the CCWomen Summits provide a platform for advocates to promote awareness and action for disability rights, religious inclusion, and more. Their efforts have pushed meaningful progress for diversity, equity, and inclusion across the industry.
Providing Strategic Toolkits Through Content and Resources in the Digital Sphere
Beyond their events, CCWomen builds a sense of community online and through social media. Sandy worked to create a CCWomen website to serve as a central hub for resources, tools, and content for women in the customer contact industry. CCWomen’s content—from articles to podcasts to social media engagement—broaches topics like work-life balance, leadership skills, salary negotiations, and more. Sandy’s goal is to build strategic toolkits of information and resources that members can use to define their own goals and set boundaries to grow both personally and professionally.
Education, Conversation, and Storytelling All Contribute to the Success and Support of CCWomen’s Community
Together, these events and resources have succeeded in building a community of women and allies who invest in each other’s success in real, meaningful ways. Sandy encourages the members of CCWomen to embrace networking and build connections. Everyone needs support and community to thrive personally and professionally. Sharing these conversations and stories provides encouragement and also has the potential to build lifelong friendships.
The CCWomen Hall of Fame
CCWomen also strives to celebrate the success of individuals within their community. The CCWomen Hall of Fame is a yearly event that acknowledges the achievements of established and up-and-coming women making a significant impact in the customer contact industry. By sharing the success of these women, other members of the community can find inspiration and networking opportunities for their own success.
The Four Pillars of a CCWomen Hall of Fame Inductee
There are four pillars, that describe the qualities and achievements every CCWomen Hall of Fame Inductee possesses:
1. Build the Stage – Empowering other women and providing them opportunities to shine through coaching, mentorship, or sponsorship.
2. Crystal Clear – Valuing transparency by having the courage to conduct research, talk about tough topics, set high standards, maintain boundaries, and keep commitments.
3. Skin in the Game – Leading with action to create communities and inspire engagement in a way that prioritizes compassion, connection, and a shared sense of humanity and community.
4. Ready for Change – Moving the bar for all underrepresented women and allies in measurable and enduring ways that break barriers and promote diversity, equity, access, and inclusion.
From Morning Mimosas to Moving Mountains in the Contact Center Industry, CCWomen Continues to Grow
CCWomen membership is always growing. Sandy’s goal is to continue inspiring women to find support in the space CCWomen provides and embody their mission and purpose. Sandy sees unlimited potential for CCWomen to invite allies to join in her efforts and expand outside the United States to further enrich and diversify their community.
Sandy’s efforts have grown CCWomen from an informal gathering over mimosas to a series of impactful events held over the course of each year. This community of empowered, industry-shaping professional women provides proof of what can be accomplished when they come together to invest in each other’s success, share experiences and insight, and inspire a culture of growth and connection. CCWomen’s efforts enable professional growth while also meeting the need for community and promoting advocacy efforts that embody community values and create smiles within and beyond the contact center industry.
What Sandy Does for Fun
Though her parents were avid golf fans, Sandy only recently decided to pick up her mom’s clubs and begin her journey to becoming a golf master. She loves the satisfaction of improving at a difficult sport and enjoys networking on the greens with friends and colleagues.
To learn more about Sandy, visit her on LinkedIn and the CCWomen website. For more information about upcoming CCWomen events, visit their events page.
Watch the video here.
Read the blog post here.
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A Unique Employee Compensation Plan Boosts Customer Satisfaction and Re-Defines the Moving Industry
This week, we welcome Ron Holt to the Digitally Irresistible podcast. Ron is the CEO of Pink Zebra Moving and a serial entrepreneur with specialties in startups, franchise development, management, and leadership.
Over nearly two decades, Ron built his first startup, a cleaning service called Two Maids and a Mop, into a nationwide multimillion-dollar franchise. He developed a unique employee compensation model based on customer ratings that incentivizes high-quality customer service. Ron’s innovative leadership strategies emphasize treating employees with empathy and prioritizing a positive customer experience. Ron’s current startup, Pink Zebra Moving, is using the same business model to redefine customer expectations about the moving experience.
On this episode, we discuss how Ron’s determination to deliver excellent customer service with a focus on fun is disrupting the moving industry and driving positive outcomes for his brand, employees, and customers alike.
An Entrepreneur on a Mission to Provide Positive Moving Experiences and Overhaul an Industry
Ron’s entrepreneurial mission began 20 years ago when he left his job in corporate America to pursue an entrepreneurial career path. He selected the home services industry and saved money until he could open his own cleaning business, which he named Two Maids and a Mop. The company achieved impressive growth through nationwide franchising success, but rather than sit back and enjoy his accomplishments, Ron decided to do it all over again. He sold Two Maids and a Mop and started a new kind of moving company, which he named Pink Zebra Moving.
Like many things in life, Ron’s idea to start a moving company originated from a personal experience. His mother-in-law hired a moving company and encountered obstacles in nearly every step of the process. Ron recognized an opportunity to consider his mother-in-law’s experience through the lens of an entrepreneur and start a company that would prioritize customer satisfaction in the moving industry. His goal was to disrupt the moving industry through a CX business model.
Ron envisioned Pink Zebra Moving to be a moving company like no other, committed to providing customers with service that is not only effective but also fun. His unique, relationship-centric business model—already a proven success with his first startup—is setting the stage for Pink Zebra Moving to overhaul an entire industry through positive CX, highly motivated employees, and fun experiences that create smiles.
Connecting Customer and Employee Experience to Create a One-of-a-Kind Moving Company
Before starting Pink Zebra Moving, Ron realized that his mother-in-law’s experience was not unique. All across the U.S., moving companies were consistently missing opportunities to deliver positive CX. With true entrepreneurial spirit, Ron accepted the challenge and decided to revolutionize an industry to create positive employee and customer experiences.
To successfully manage his customers’ experience, Ron first had to understand and empathize with what the process entails. He put himself in the shoes of a customer needing to hire a moving service and identified areas where he could replace friction points with positive experiences and improve the overall quality of the service. Next, Ron strategized to solidify the approach his employees would use to provide a uniquely positive moving experience.
Ron realized he needed to do two things: build a relationship with each customer to personalize their experience and bring a sense of fun to the moving process. By prioritizing CX from the moment the customer books the moving service to following up before the move date, Ron makes customers feel valued before the move even begins. With this in mind, Ron devised several revolutionary methods for customer engagement and positive CX to take place before, during, and after the moving process.
Before the Move
Most customers book a moving service several weeks ahead of the move. Ron realized this was an opportunity to positively engage with customers right out of the gate through texts, videos, and other communications with a strategic focus on fun and quality service. One example of customer communication is a video that shows the moving employees working out in a gym, symbolizing how the movers train for the upcoming move. Ron admits it seems a little silly. He also believes this type of communication is vital for establishing a relationship with the new customer and setting the stage early on to be more than just another commodity in the mind of the customer.
In addition to the fun material, Ron also sends out practical tips that help the customer make decisions about their moving experience. These materials educate customers and manage expectations about what the moving process will entail, which helps bring customer and company goals into alignment.
As an extra special touch to boost the customer experience, Pink Zebra Moving delivers a free meal to the customer the night before the move. Ron recognizes that the simple act of providing a meal is vital to achieving the kind of customer-brand relationship that allows his company to stand out through memorable customer service.
During the Move
Normally, having a team of strangers in your home for several hours to move all your belongings is an awkward experience for everyone involved. Ron developed a moving day procedure that breaks the ice through fun employee engagement and setting up speakers throughout the home to set a positive mood with “Happy Playlists.” This family friendly, fun-focused strategy makes people want to smile and creates conversations that would not occur otherwise.
Ron knows that customers expect the moving company to do the work they were hired to do, so his process delivers quality and efficiency while creating a unique and positive experience for the customer. By leaving room for fun, Pink Zebra Moving’s moving day method improves customer satisfaction (CSAT) even further.
After the Move
Ron’s pièce de résistance is to leave customers a “Surprise Box” that they will discover when they unpack at their new home. It looks like their other boxes and contains things such as candy, trinkets, and a personalized item that employees select based on details gleaned over the course of the customer’s relationship with the company.
The last “personal touch” from the company also has a practical side. The day after the move, the branch manager sends a personalized video message to the customer, using their first name. This gives customers a sense of calm and confidence that even if something isn’t perfect, the company is available to ensure they have the best experience every step of the way. This demonstrates to the customer that the company will hold itself accountable to high standards for CX to earn the customer’s loyalty for the next time they need to hire a moving service.
Incentivized, Purpose-Driven Employees Are the Movers and Shakers Who Make This Innovative Vision a Reality
Ron’s innovative ideas are successful because he invests in the employees who deliver his vision with every customer interaction. He believes in meeting his employees’ needs for work that pays well while also imparting a higher sense of respect, value, and purpose. Ron strives to create a positive and successful employee experience in two primary ways:
1. Pay-for-Performance Worker Compensation Plan
Ron’s compensation plan empowers employees to earn wages well above the market standard by going above and beyond in their performance to provide exceptional customer service. Customers rate their level of satisfaction with the service, providing employees with motivation and feedback to align their personal and professional priorities with the company’s CX goals.
2. Inspiring Purpose by Personally Investing in Employee Potential
Ron believes investing in the personal and professional goals of his employees is the best way to inspire loyalty and exceptional performance. He takes time to ask each employee what their dreams are. Working together toward a future goal deepens the connection with the employee. By identifying a purpose, employees are inspired to achieve that goal, and it gives them a reason to work hard and perform well.
In one example, Ron shared his experience as an entrepreneur to help an employee fulfill their dream of starting their own moving company. Ron’s personal investment in this employee led to high performance and ratings during their time with the company and fostered a connection that lasted beyond the employer-employee relationship. Employees appreciate when a company is sincere about investing in their success, and real-world outcomes like this are critical to cultivating a positive, effective employee experience.
From Disruptive to Transformative: How Fun and Positive CX Can Pioneer Industry-Wide Changes and Turn the Moving Experience Around
Ron’s goal for Pink Zebra Moving is to create a moving experience that customers look forward to by increasing the quality of the service and adding positive experiences throughout the moving process. Ron believes that returning to good, old-fashioned customer service is the key to making customers and employees smile—changing the moving industry for the better. His purpose as an entrepreneur is to create a new category of “happy movers” across the U.S. through positive, fun CX strategies that increase CSAT and inspire loyalty.
What Ron Does for Fun
Given Ron’s determination to make work fun, it’s no surprise that he knows how to have fun outside of work, too! With a lifelong interest in baseball, he spends much of his free time cheering on his daughter at her softball games and his son at his baseball games. When not on the playing field or in the stands, he and his family also enjoy spending warm weather days soaking up the sun on a boat.
To learn more about Ron, connect with him on LinkedIn and on his website at pinkzebramoving.com. Discover franchising opportunities with Pink Zebra Moving here.
Read the blog post here.
Watch the video here.
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Creating a Thriving Culture Shift for iQor Employees Through Organizational Development
This week we welcome Mark Monaghan to the Digitally Irresistible podcast. Mark is vice president of organizational development at iQor, driving the transformation of leadership development programs for iQor’s 40,000 amazing employees spanning 10 countries.
Mark’s rich background in human resources and training and development has fueled his passion for leading iQor’s organizational development initiatives. His work focuses on building programs that positively impact the lives of iQorians through leadership coaching and career advancement.
On this episode, we discuss how Mark’s organizational development approach to employee career pathing enables iQorians to “Be More with iQor” and creates value for the clients who trust iQor to help achieve their goals.
Transforming Employee Growth Through Organizational Development
Mark’s journey to a career in organizational development was shaped by the valuable skills and experiences he gained along the way. He earned his undergraduate degree in telecommunications and film production. By his late twenties, Mark became managing partner with a national restaurant chain. Though he enjoyed the work, he wanted something he could really put his heart into. After reassessing his passions and priorities, he decided to earn master’s degrees and certifications in human resources.
He worked in HR for over a decade before accepting a corporate training position with iQor. The chance to develop people in positive ways made him fall in love with the world of training and development. His contributions helped expand iQor’s focus on training and onboarding to address broader organizational development.
Mark has been at the forefront of iQor’s shift to organizational development, providing leadership and proven strategies to support employees at every level of the company. His organizational development programs have won awards and created smiles for iQorians and clients alike. The efforts of Mark and his team embody iQor’s commitment to building rewarding employee experiences that support career growth and drive excellent CX.
Career Pathing Is the Way Forward for Maximizing Employee Potential
iQor has historically emphasized onboarding and training for new agents and supervisors. While this remains an important focus for iQor, providing developmental opportunities at all leadership levels is also imperative. In 2022, iQor brought in new senior leadership to focus on training, allowing Mark to focus on organizational development.
Mark is instrumental in building leadership programs and coaching workshops that focus on all employees, from agents to all levels of managers. He built career pathing into these levels, providing a leadership pipeline to maximize iQor’s investment in its employees, resulting in new avenues for growth.
iQor’s sQholar Program Enables Agent Leadership
Frontline customer service agents and supervisors comprise the majority of iQor’s global workforce. In 2017, Mark helped launch iQor’s sQholar Program to enable the advancement of agents into leadership roles.
An assessment of the existing training identified opportunities to improve its effectiveness. The sQholar Program was designed to drive specific KPIs along with other behaviors through a comprehensive coaching workshop.
Mark and his team reduced a six-month-long training program to four months while also improving outcomes across multiple metrics. Frontline agents with the initiative to progress to the next stage of leadership are equipped to provide quality service and excellent CX, aligning employee career pathing with the growth expectations of iQor’s clients.
The Award-Winning iLead Next Level Career Coaching Program Drives Leadership Potential
The next level of iQor’s organizational development strategy is the iLead Program to provide career pathing into higher levels of leadership. The program applies iQor’s Leadership Competency Model, which describes the four levels of employee career pathing:
1. Leading Oneself – Agents beginning their leadership journey.
2. Leading a Team – Frontline supervisors.
3. Leading a Department – Manager of managers.
4. Leading a Vision – Executives who drive strategy and results.
Each step aligns with Lominger Competencies that ensure an employee’s position is about more than just a title. The program uses a mentor/mentee style dialogue to assess these competencies and encourage the relationships at the heart of iQor’s leadership structure.
In March 2023, iQor was awarded a Bronze Stevie® Award in the Customer Service Training or Coaching Program of the Year for iLead. Mark expressed pride in his team and the program for achieving this in the first year and a half of a global rollout. For Mark, this indicates that people recognize the difference iLead makes in the lives of iQor employees and the unlimited potential it has for improving output at every level.
3 Values of Effective Leadership
iQor’s training programs and coaching workshops provide many metrics for assessing and enabling leadership success guided by these three key values:
1. Accountability
It’s important for leaders to hold themselves accountable, asking themselves “did I set up this person to fail or to succeed?” This models the ability to provide honest self-assessments and remain solution oriented. Accountability is critical for maintaining the relationships at the core of advancing employees into new leadership roles.
2. Resiliency
Mark says that in order to guide employees, leaders must have the capacity to withstand and recover quickly from obstacles. This true grit factor is especially critical in the BPO industry, which requires leaders who can thrive in a world of advancing technology, shifting client needs, and dynamic client priorities.
3. Servant-Leadership Mindset
Effective leaders lead by example. An empathetic approach provides a respectful, safe atmosphere that allows employees to grow through recognition and appreciation. This culture of support and trust empowers employees who are intrinsically motivated to be the best they can be by developing their leadership potential.
Culture of Learning is Key for Organizational Development Teams
Underlying these three values of effective leadership is a culture that facilitates active learning. iQor's active learning strategy involves fundamentally reimagining the classroom for career learning through the application of research-driven adult learning principles and incorporates our expertise in work-at-home (WAH) and virtual learning processes.
iQor has embraced methods and technology proven to increase employee engagement and provide effective learning and coaching. These methods emphasize collaboration, engagement, and active dialogue between coaches and employees. When learning strategies embody these priorities, employees are happier, more productive, and better suited to invest in their own development with iQor.
Organizational Development Creates Teams That Consistently Exceed Client Expectations
The sQholar and iLead Programs have been enormously beneficial for iQor’s employees and, consequently, for iQor’s brand partners. These programs empower Mark to share measurable results with clients pertaining to the effectiveness of iQor’s teams and training platforms.
Career pathing aligns iQor’s internal messaging with client priorities by ensuring that employees at every level are driven to create smiles for themselves, their teams, their customers, and the brands they serve.
What Mark Does for Fun
When not building leadership programs from the ground up, Mark enjoys taking his vintage Corvette for a spin around his family’s home base in Charleston, South Carolina—a hobby that he and his son enjoy together. He is also a science fiction fan with a large collection of sci-fi memorabilia!
To learn more about Mark, connect with him on LinkedIn.
Watch the video here.
Read the blog post here.
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