On the Digitally Irresistible podcast, we cover the optimization of digital technologies and irresistible people that influence both employee and customer experiences. We feature professionals who are passionate about delivering a great customer experience.
Brought to you by iQor and hosted by Bernie Borges, Vice President of Global Content Marketing.
The Impact of Omnichannel Support on Contact Center Agents
This episode features Tone Holmen, General Manager, and Senior Vice President Operations of Retail & Residential Services. Tone has been with iQor for 21 years and currently oversees global operations for several lines of business, including Retail and Residential Service lines across our centers in Canada, Panama, the Philippines, and the U.S. We discussed the impact on contact center agents when delivering support via the omnichannel method.
How to Create Remarkable Experiences Customers Want to Share
Dan Gingiss' marketing experience includes roles at Discover Card, McDonald's, and Humana. The common thread among those experiences for Dan is learning that when an experience is remarkable, a customer tells others about the experience, which is the holy grail of marketing. Dan’s book, The Experience Maker – How to Create Remarkable Experiences That Your Customers Can’t Wait to Share explains how to achieve this through his WISE method, which is what this episode is all about.
Three Reasons for iQor’s Nearshore BPO Expansion in Trinidad and Tobago
In this episode, we feature Sekou Alleyne, President of InvesTT in Trinidad. InvesTT is a government-run investment promotion agency. iQor has worked with this agency for six years to help set up our nearshore expansion with a sizable workforce in Trinidad, currently numbering more than 1000 people. In this episode, Sekou shares highlights about the republic of Trinidad and Tobago, and how InvesTT has been a valuable partner to iQor in setting up an award-winning customer care facilit
How Attrition Risk Modeling Enables Employee Happiness
In this episode, you'll meet Andrew Reilly, a data scientist at iQor. He explains The Mood-o-Meter and how it is based on a weekly survey sent to all agents that asks just one question: How is life going for you at iQor? The agent scores their response from 1 to 5 with smiley faces, one as least happy and five most happy.
Net Happiness Score, which we covered in episode 13 with William Adams is based on Mood-o-Meter data.
Why the Net Happiness Score is Simple and It Works
William Adams realized the need to create a best-in-class employee experience. He needed a measurement tool to help meet that mission.
The Net Happiness Score is derived from a simple survey that determines an employee’s sentiment based on one question: How’s life going for you at iQor? The employee clicks one of five smiley faces on a scale of one (unhappy) to five (very happy).
Listen now to learn how it works.
Top Trends in the Customer Experience Management Industry
The BPO industry has bounced back considerably and more quickly than initially anticipated. David Rickard, Vice President at Everest Group explains that the current state of the outsourced customer experience management (CXM) market is at approximately $89 to $91B in terms of spend. That number is expected to continue increasing over the coming years.