Category: Podcasts

Creating Onboarding Experiences That Empower New Hires

In this episode of iQor’s CX Labs Digitally Irresistible podcast, John Mercer, director of continuous improvement at iQor, delves into iQor’s Qoncierge program, which is dedicated to welcoming newly hired frontline employees. In this role, he supports the Qoncierge team to make sure they have the training and tools to guide new employees so they are prepared to deliver consistently remarkable CX for our clients’ customers. 

Since his arrival at iQor in 2014 as an operations director in the telecommunications space, John has gained extensive experience that has equipped him with a deep understanding of operational efficiency and employee experiences, both of which help to establish a culture driven to facilitate irresistible CX. 

Read on to discover how iQor’s Qoncierge program champions engagement and training for new frontline employees from the outset, building a confident and prepared workforce ready to create excellent customer experiences.

The Role of iQor’s Qoncierge Program

The Qoncierge program is designed to offer a seamless and supportive experience for new frontline hires from their first day at iQor until their graduation from training. A Qoncierge serves as an employee’s initial contact, providing a welcoming introduction to iQor’s company culture and expectations. This role assists in establishing strong employer-employee relationships early on, which are vital for long-term employee retention and satisfaction. 

The Qoncierge’s role is critical—each one provides a white-glove experience that extends throughout onboarding and training for the employee’s first 90 days. From the initial welcome and site tour to icebreaker games and weekly meetings, the Qoncierge’s tailored support helps to alleviate the common anxieties associated with starting a new job, allowing new employees to focus on their growth and learning with confidence.

Bridging Connections for Consistent Frontline Employee Support

Onboarding is the fundamental first step in an employee’s journey and sets the tone for their career path and potential success. A vital component of effective onboarding and training programs is the continuity of support. John sheds light on the Qoncierge’s role beyond welcoming new employees—it’s about being a steadfast presence throughout the initial training phases.  

As a representative of the organization’s commitment to its employees, the Qoncierge navigates new hires through company procedures, addresses their concerns, and integrates them into their roles efficiently. By connecting new employees and various operational departments, the Qoncierge is instrumental in helping new hires overcome potential obstacles, thereby enabling a seamless transition from trainee to full-fledged iQorian.   

Acting as a liaison, the Qoncierge ensures that frontline employees understand their role within iQor and have a clear roadmap for the expectations set forth, along with the resources available to support their development in the organization. This meticulous attention to detail fosters an inclusive and attentive atmosphere from Day One. 

The Qoncierge Program’s Impact on Employee Retention and Satisfaction

One of the standout aspects of the Qoncierge program is its proven effect on improving employee retention rates and overall satisfaction. The program helps new hires integrate smoothly into iQor and fosters a sense of belonging and commitment. Both continuously touching base and engaging new employees drive employee satisfaction and longevity with iQor.

Creating Brand Ambassadors for Client Success From Day One

A positive initial impression of a new workplace can significantly influence an employee’s enthusiasm and commitment to their role, which, in turn, affects how they interact with customers. The Qoncierge team helps facilitate new employees’ early impressions, setting the stage for developing a workforce that is both skilled and motivated to deliver excellent CX. 

John explains that when employees are well trained, engaged, and satisfied, they become brand ambassadors who champion excellent customer service, further solidifying the Qoncierge’s positive influence on new employees. Committed and well-supported employees become the voice of the products and services they represent, which is the ultimate goal for clients who entrust their operations to iQor.   

Our clients expect that the employees we hire will represent their products and services at the highest standard of service delivery when engaging with customers. The Qoncierge program fulfills this expectation by ensuring that every new hire receives a comprehensive and enriching training experience. This program is a cornerstone of iQor’s organizational development strategy to provide exceptional CX by ensuring that our employees are well prepared and well supported.  

Through this program, we ensure that our new hires transition smoothly into competent professionals who elevate our clients’ brands and contribute positively to their reputation. This alignment of employee training and excellence in service delivery stems from our commitment to partnering with each client to meet and exceed their CX objectives.

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. Our decades of accumulated process knowledge inform our best practices and methodologies, enabling us to optimize every employee’s capabilities from their first day with iQor.

Communication and Feedback Drive Employee Growth and CX Success

John’s approach to guiding the Qoncierge program involves frequent training sessions for the Qoncierge  team, along with quarterly town halls to share best practices and unify the teams across all sites and lines of business. These meetings are vital for building trust and strengthening culture and morale. They serve as a forum for Qoncierges to voice their challenges, share successes, and collectively brainstorm ways to continually have a positive impact on new employees. This collaborative approach ensures that the entire team stays aligned and motivated, driving continuous improvement in how we onboard and train our frontline workforce.   

John also utilizes weekly satisfaction surveys and has recently introduced an employee lifecycle survey. The weekly surveys aim to capture satisfaction scores at the program level, contributing to a continuous feedback loop that identifies strengths and areas of improvement. Furthermore, a comprehensive employee lifecycle survey marks satisfaction milestones from recruitment to 60 days into production, providing actionable data to refine the onboarding process. 

This feedback is invaluable for the Qoncierge team because it addresses specific areas for growth and develops strategies to further optimize the effectiveness of the program, which establishes the foundation of smile-worthy CX. This scheduled communication ensures that iQor remains responsive to the needs and expectations of its employees, leading to a dedicated and motivated workforce. 

John’s insights underscore the critical role of programs like the Qoncierge in building a supportive and engaging work environment. These initiatives are about more than making a good first impression for new hires—they are about laying the foundation for sustained employee involvement and satisfaction that benefits the employees and our clients. Our ongoing commitment to the Qoncierge program empowers us to develop a more productive workplace that is also enjoyable for our frontline workforce.   

The measure of the Qoncierge program’s success is clear through industry-leading retention rates and heightened employee satisfaction, which make iQor a Great Place to Work^®. By investing in the nurturing and development of our employees from the outset, we’re cultivating a community of engaged advocates who are ready to provide best-in-class customer experiences. 

To talk with John about iQor’s Qoncierge program, connect with him on LinkedIn. To learn more about iQor’s amazing culture, visit iQor.com/how-we-work. 

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 with 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. 

Transforming Careers Through Organizational Development That Prioritizes Leadership Training and Mentoring

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 Global Learning and Development 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, embracing iQor’s servant leadership model. 

“I learned that to be a leader means to lead by example, which [means] we always try to be open to feedback and improve from our role based on what we hear.” – Cheyenne, Operations Assistant Manager 

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. 

“The [sQholar] program helped me hone my skills in my active listening, be more articulate, [and] learn how to tailor coaching and communications.” – Michelle, Operations Assistant Manager 

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 interactive nature of the training sessions ensured that we were engaged throughout the program [and] that we were able to learn effectively.” – Jovi, Operations Assistant Manager 

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.

“My journey at iQor has been a master class in transformation powered by [the] incredible training I received at every stage.” – Krista, Retail Vertical Leader 

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.

Check out Mark in Episode 74 of our Digitally Irresistible podcast: Maximizing Employee Potential Through Career Pathing and Development 

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.  

iQor’s Symphony [AI]^TM ecosystem 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. Learning and development are pieces of the puzzle to optimize the employee experience and achieve irresistible CX.

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.

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. 

A Conversation About AI, Social Media, and Customer Mindset

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 Shepard 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 engagement 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. 

He also asserts that while investing in AI to enhance customer interactions is a basic expectation, it is equally crucial for brands to invest in AI to empower their employees. This strategic investment ensures that agents are well-equipped and “fulfilled” in their roles, enabling them to deliver superior service.

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

Social Media in CX

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. 

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

Sean Ilenrey’s life experiences have played a significant role in defining his outlook and his expertise. In high school, he dropped out of school faced with homelessness and difficulty focusing due to circumstances going on in his life. Fast forward 10 years, and he was 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 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 leadership, providing insights for leaders and organizations striving to optimize employee satisfaction and deliver exceptional customer service. 

“I look at employee happiness [knowing] they’re going to have moments where they’re up and down. The key is, are they satisfied? Do they feel like they’re in an environment where they’re valued and valuable? And that’s the main focus you should have. And really, if you want to have a successful team, you don’t owe them happiness. You owe them value.” – Sean Ilenrey 

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. 

Delivering Outstanding KPIs in a Dynamic Active Learning Environment

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 shares his journey and the power of active learning in enhancing employee engagement and performance. iQor’s active learning strategies have revolutionized training experiences, leading to remarkable results like zero attrition, 100% certification, and soaring customer satisfaction scores. 

Read on to uncover how active learning can transform your organization. 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 and driving success for the brands we support by creating smiles for their customers.

From Frontline Agent to Training Innovator

Jason’s active learning expertise draws from his wealth of experience in the business process outsourcing (BPO) industry and his in-depth knowledge of learning and development thought leadership. His journey began as a frontline agent and 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.

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 from 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 BPOs seek to deliver an excellent customer experience in an evolving business landscape with constant AI innovations, embracing active learning is key to optimizing the employee experience to achieve consistently exceptional CX. iQor’s clients benefit from our commitment to active learning training for frontline employees serving the customers of the brands that entrust us to serve them.

 

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]^TM

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

Video interviews held over Zoom 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. 

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 Brands umbrella.  

In this episode, Dave reveals Silver Star Brands’ 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 Brands 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 Brands’ 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 Brands 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 Brands 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 Brands’ evolving requirements while supporting high service standards. 

The partnership is a testament to iQor’s custom BPO solutions that contribute to Silver Star Brands’ 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. 

1. 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.

2. Optimizing channels to meet customer needs and preferences.  

One factor Dave highlights is the demographic Silver Star Brands 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.

3. 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 Brands and our other catalog clients a comprehensive digital strategy that harnesses AI across our operations. 

Harmonizing agent performance with Symphony [AI]^TM.

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 Brands, 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 Brands 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 Brands’ 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 Brands’ 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 Brands, check out their flagship brand at https://www.mileskimball.com/. 

 

 

  

 

 

 

 

 

 

  

 

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]^TM is iQor’s next-generation solution that elevates the employee experience. Our Symphony [AI] ecosystem enriches 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. 

In this episode, we explore the powerful business partnership that combines iQor’s world-class, single-source custom BPO offerings with NICE CXone’s advanced CX technology. Together, we deliver 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 aid businesses in supplying 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 refine 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 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. 

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. 

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, and social media, the volume of interactions to analyze for actionable insights increases, as does the difficulty level for businesses to accurately decode the information. 

With the ideal combination of human insights and AI—including machine learning and natural language processing—data science and CX experts can unlock the data’s full potential.

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.

iQor’s AI Strategy for Irresistible Customer and Employee Experiences

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, 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 continue investing 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 interests 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.