The Third Wave of CX Leverages GenAI and Human Expertise
Digitally Irresistible
A Veteran in Customer Experience Innovation We welcome Mark Honeycutt to this week’s episode of the . Mark has enjoyed a distinguished career, marked by significant contributions to the fields of , , and service. With over 25 years of experience, he has built a solid reputation for creating exceptional customer experiences at iconic brands such as Amazon and Microsoft. Mark has been involved in three major waves of evolution. In the late 1990s and early 2000s, he was at the forefront of leveraging third-party companies, known as , to deliver customer experience...
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How iQor India Shapes Global CX Success
Digitally Irresistible
Unveiling iQor India's Strategic Leadership in CX Innovation In this episode of the podcast, we are joined by Maneet Sehgal and Manish Parikh, leaders at iQor India who bring a wealth of expertise in operations and financial services. With over two decades of experience, including 15 years at iQor, Maneet has overseen significant advancements in iQor’s business process outsourcing (BPO) operations and possesses a strong background in technology. Manish's robust background in spans 16 years at iQor, and he has played an essential role in implementing commercial...
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Gain Competitive Edge in AI Through Data Annotation and Labeling
Digitally Irresistible
Unveiling Accelerated Business Success by Unlocking AI Potential We welcome Joe Buggy to this week’s episode of the . As an innovative executive leader with a rich background in operations, business development, and finance, with specialization in the BPO sector, Joe is renowned for his strategic insights. Growing up as the son of an Air Force family with Irish-Italian heritage, Joe developed a keen eye for detail and a knack for problem solving. Leveraging his deep expertise in trust and safety and content management, Joe has led the charge on multiple...
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A Balanced Approach to CX Leadership With Head and Heart
Digitally Irresistible
The Vital Role of Leadership in Customer Satisfaction We welcome Daniel Burks to this week’s episode of the . As a management professional with over two decades of experience in elevating customer experience and service excellence, Daniel brings a perspective on leadership that blends both intellectual and heartfelt elements to create exemplary leaders. As a U.S. Army veteran, Daniel recognizes the importance of acknowledging a team member’s achievements, a practice that fosters a collaborative environment where every member feels valued and driven to pursue...
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How iQor’s Qoncierge Program Connects Employee Advocacy and Customer Satisfaction
Digitally Irresistible
Creating Onboarding Experiences That Empower New Hires In this episode of iQor’s CX Labs 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 space, John has gained extensive experience that has...
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Customer Experience Is Everything in a Member-Centric Business
Digitally Irresistible
Building and Sustaining Memberships Through Excellent CX This week we welcome Jennifer Blevins to the . Jennifer is the senior vice president of member engagement and relationship management at , a payments association that guides its members with insights on best practices, , 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 with a commitment to excellence. Prior to joining...
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Empowering Employees for CX Excellence Through Organizational Development
Digitally Irresistible
Welcome to the latest episode of iQor’s CX Labs 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 programs. Investing in employee growth and development through training and mentoring transforms the employee experience, driving a rewarding workplace culture, ongoing employee career...
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Elevating Training for Agents With Active Learning
Digitally Irresistible
iQor's Active Learning Approach in Business Process Outsourcing Creates Irresistible Employee and Customer Experiences On this episode of iQor’s CX Labs , iQor Senior Manager of the Active Learning Classroom Tarisse Grant-Shelton explores the evolution of 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 . Get ready to discover firsthand how iQor is revolutionizing training practices...
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Navigating the Future of CX With AI and Employee Engagement
Digitally Irresistible
In this special edition of iQor’s , guest host chats with customer service expert and best-selling author , chief amazement officer at . Through his deep understanding of customer behavior and customer service, Shep shares his observations on (AI), employee engagement, social media, and the dynamics of customer expectations. Join us as we explore ways brands can navigate the changing 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...
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Value-Centric Leadership Is Shaping the Next Era of Customer Service
Digitally Irresistible
A Transformative Approach to Value-Centric Leadership On this episode of iQor’s , 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, “,” he teaches six key principles of . 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...
info_outlineBPO 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 Management
Liz’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.
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