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_outlineUnveiling iQor India's Strategic Leadership in CX Innovation
In this episode of the Digitally Irresistible 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 financial services spans 16 years at iQor, and he has played an essential role in implementing commercial strategies across global markets for iQor’s clients.
Maneet's journey from the technology sector to becoming the senior director and country lead for iQor India reflects her deep-rooted commitment to innovation and strategic leadership. Similarly, Manish's extensive experience in financial services helps contribute to iQor's diverse service offerings and global client engagements. Together, they offer profound insights into iQor India's strategic initiatives, its pivotal role in the BPO industry, and its commitment to delivering unparalleled customer experience (CX) solutions worldwide.
Join us as we explore their accomplishments and their vision for iQor India's future growth as well as its impact on the evolving landscape of CX.
A Pillar in the BPO Industry
As a pioneer in the BPO industry, India has set the stage for global outsourcing, with iQor standing at the forefront and developing partnerships with an impressive client roster for various industries. Established in Noida, iQor India's journey spans 20 years of continuous evolution and growth, marked by iQor's commitment to delivering exceptional customer service and operational excellence.
iQor India's service portfolio is expansive and diverse, catering to a wide array of clients across industries, including retail, travel and hospitality, and technology, among others. Our services range from traditional customer care and onboarding to advanced back office functions like revenue management and dispute resolution. From foundational customer care solutions to cutting-edge digital offerings such as chat services, iQor India’s tenured staff exemplifies versatility and innovation in meeting modern business challenges.
Moreover, the implementation of specialized back office support services like cash management, application chargebacks, and a range of other finance and accounting processes underscores iQor's strategic commitment to improving efficiency and optimizing client operations. This comprehensive suite of services positions iQor India as a strategic partner for global enterprises seeking to streamline operations and elevate customer experience standards.
[iQor’s cash application specialists identified areas of improvement for a telecom client, including streamlining time-consuming tasks and centralizing operations, resulting in the elimination of $30 million lockbox unallocated payments, a 99.9% reduction.]
Growing to Meet Increasing Demand for CX Excellence
With over two decades of performance-driven managed services in Noida, iQor India has established itself as a cornerstone of the company's global operations. Less than three hours away from India’s capital of New Delhi, Noida is a convenient and bustling hub of talent and technology. The strategic placement of iQor India in Noida within the Delhi National Capital Region (NCR) benefits from the government's ongoing infrastructure growth and ensures seamless collaboration with our other locations. This synergy allows us to offer a wide range of services, including non-voice and back office solutions, and provide our clients with unmatched customer experiences.
After achieving notable success in serving clients worldwide, iQor India is focused on expanding its operations ambitiously and continuously driving delightful customer experiences. Currently, iQor is making significant investments in its Noida location to strengthen its operational capabilities. By Q3 2024, iQor India will double its office space, reflecting its commitment to accommodating growing client demands and expanding its service offerings.
Maneet shares exciting plans for the facility, highlighting its campus-style design and corporate office environment. Situated amidst modern amenities such as food courts and gymnasiums, the new office promises to foster a vibrant and productive workplace for employees while boosting operational efficiency to better serve our global clientele across multiple industries.
iQor India collaborates closely with other iQor locations worldwide, ensuring seamless integration and augmented service capabilities globally. iQor India services some of iQor's key clients across global facilities — such as Trinidad, Colombia, the Philippines, and the U.S. — and plays a critical role the in delivery of iQor's shared services. iQor India hosts one of the largest teams handling iQor's global finance operations and is a significant hub for technology services. In a material way, iQor India serves iQor as “its own customer” internally.
“At iQor India, we have a talent pool of close to 1,500 brilliant iQorians. One of the key factors that has contributed to India's success is the availability of a large pool of highly educated and technically skilled workers.” - Maneet Sehgal
iQor India's Strategic Advantages and Future Outlook in the Global BPO Landscape
iQor India's success story is underpinned by several critical factors that have contributed to its prominence in the global BPO landscape. A highly skilled and educated workforce has been instrumental, leveraging India's robust education system to provide specialized services across various domains. The country's competitive labor costs further strengthen its attractiveness as a strategic outsourcing destination, offering significant cost advantages to clients worldwide.
Moreover, iQor India benefits from supportive governmental policies and a stable political environment, fostering a conducive business climate. Tax incentives and infrastructure developments have further bolstered its operational efficiency and scalability, enabling iQor India to consistently meet and exceed client expectations. Operations in iQor India enjoy maximum uptime with minimal weather-related events, ensuring consistent service delivery and operational stability. As the world becomes more connected, the demand for world-class CX services is expected to increase. India is well positioned to meet this demand with its skilled workforce, cost competitiveness, and English language proficiency.
Looking ahead, iQor India is poised for continued growth and innovation in the global CX arena. As businesses increasingly prioritize seamless customer interactions and personalized services, iQor India stands at the forefront, leveraging its longstanding expertise to deliver exceptional CX solutions. iQor’s commitment to expanding its service offerings and increasing operational capabilities reflects its proactive approach to meeting evolving market demands.
Stay tuned as we continue to report on iQor India's ongoing evolution and its pivotal role in shaping the future of CX solutions globally!