Digitally Irresistible Bernie Borges, V.P. Global Content Marketing at iQor

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 fo

 
 
 Welcome to the latest episode of iQor’s CX Labs Digitally Irresistible podcast where we delve into the world of organizational development with Mark Monaghan, vice president of organizational development at iQor. Mark shares insights on the components of organizational development, as well as heartwarming examples of employees whose careers have been positively impacted by iQor’s leadership training and development programs. 

Investing in employee growth and development through training and mentoring transforms the employee experience, driving a rewarding workplace culture, ongoing employee career growth, and excellent customer experiences. 

Tune in to learn how iQor elevates employee training and mentoring to improve performance and customer satisfaction by cultivating the next generation of leaders to create smile-worthy CX. 

 
Career Advancement Through Organizational Development  

Mark Monaghan’s career in human resources began about 25 years ago as chief HR officer for another company. He joined iQor about 12 years ago as vice president of corporate training, working with his team to help develop frontline leaders through initiatives such as iQor’s PeaQ Performance Qoaching and sQholars programs. When the department evolved into the Global Learning and Development Department a few years ago, Mark became vice president of organizational development with a focus on career pathing and learning to boost performance and leadership opportunities for iQor’s global workforce. He and his team spearheaded more coaching and mentoring opportunities for future leaders through additional learning initiatives such as the iLead Program with a leadership competency model focused on tasks and responsibilities connected to individual roles.  

The Building Blocks of Development 

The heart of iQor's organizational development strategy lies in its leadership competency model, which categorizes employees based on their leadership roles and provides specific competencies aligned to each level, from leading oneself to leading a team to leading a department to leading a vision. Each category has five Lominger Competencies aligned to it. For instance, leading a team involves developing direct reports as one of the competencies. The organizational development department has mapped learning to each competency. 

This model forms the backbone of various programs and workshops orchestrated to support employee growth and development. One of the flagship initiatives is the sQholars Program, which aims to groom entry-level employees for higher leadership roles within iQor. 

This program has been instrumental in nurturing talent like Cheyenne, a success story from the financial services vertical. Starting as a sQholar in 2019, Cheyenne progressed from agent to assistant manager in the operations department by embracing iQor’s servant leadership model. 

 
Another successful financial services sQholar is Michelle, who strengthened her communications and coaching skills to become an assistant manager in operations thanks to the guidance and support she received.  

 
Another notable initiative, the LevelUp Program, prepares supervisors for higher managerial positions and equips them with skills and competencies to thrive in leadership roles.  

Interactive LevelUp training sessions empower employees to engage effectively and learn proactively. LevelUp participant Jovi's promotion to assistant manager stands as a testament to the department's commitment to nurturing internal talent and preparing them for leadership roles.  

The PeaQ Performance Qoaching Workshop focuses on empowering supervisors to identify critical behaviors and coach their teams effectively, contributing to overall performance improvement. These programs, along with others like learning compliance and employee evaluation support, are all part of the larger global learning department and reflect i

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 Irresis

In this special edition of iQor’s Digitally Irresistible podcast, guest host Maribel De Leon chats with customer service expert and best-selling author Shep Hyken, chief amazement officer at Shepherd Presentations. Through his deep understanding of customer behavior and customer service, Shep shares his observations on artificial intelligence (AI), employee engagement, social media, and the dynamics of customer expectations.  

Join us as we explore ways brands can navigate the changing customer service and employee landscape in the age of AI.  

AI Evolution in Customer Experience  

The growth of AI in CX has reshaped customer interaction channels, emphasizing a shift from purely traditional communication methods like voice to omnichannel digital interfaces, including chatbots and AI-powered self-service options. While AI has advanced significantly over the years, with generative AI and conversational AI boosting customer engagement, customers still prefer human interactions.  

According to Shep’s surveys, customer service by phone is still consumers’ Number One preference. Last year 69% of survey respondents preferred voice over self-service; this year that figure is up to 70%. Despite this trend, Shep forecasts that more customers will adopt AI and the self-service experience over the next two years as continued improvements make them more indistinguishable from voice. 

This overwhelming preference for voice, however, demands a balanced approach that provides customers a choice between AI-driven experiences and human support – integrating AI to complement, not replace, human interactions in CX. Giving customers the option of using one channel or both, depending on their needs or the stage of their journey, contributes to exceptional CX and brand loyalty.  

AI and the Employee Experience 

AI can also elevate the employee experience for frontline customer service agents. Seamless and intuitive access to information that supports empathetic, human-centric interactions elevates their performance for improved employee and customer experiences.   

As Shep explains, the synergy between AI and human agents reflects a pivotal transformation in the CX landscape, focusing on efficient resolutions and holistic customer care. Additionally, harnessing AI in training, coaching, and prompt-response systems accelerates data-driven personalized assistance for agents to elevate their performance. 

iQor’s Symphony [AI]™ ecosystem supports exceptional employee experiences by seamlessly blending automation and human capabilities. Spanning talent acquisition, training and development, and performance excellence and compliance, iQor applies AI to help nurture a highly efficient and effective workforce. 

Changing Mindsets and Opportunities  

Shep emphasizes the importance of recognizing the return on investment CX technologies offer, valuing customer experience as a competitive differentiator. Discerning customers expect more personalized customer service and compare their experiences to the best service they’ve encountered, irrespective of the industry.  

Shep recommends analyzing the service offerings from iconic brands, learning what they're doing that’s amazing, and incorporating it into what you do for your customers to create a better experience. In the words of Bonnie Raitt’s song, give them “something to talk about.” 

“Customers are getting smarter every day – we need to learn from them and have them talk to us in a positive way.” – Shep Hyken  

With social media serving as a “spectator sport” displaying both positive and negative customer feedback for all to see, brands must actively monitor and engage with customers on social platforms and address their comments either publicly when positive or privately when negative. 

Shep finds that customers often turn to social media as a last resort, particularly when othe

A Transformative Approach to Value-Centric Leadership
 
On this episode of iQor’s Digitally Irresistible podcast, we welcome Sean Ilenrey. Sean is an award-winning tech executive, published author, and keynote speaker whose achievements have inspired his drive to help other professionals achieve their own definition of personal success. In his groundbreaking book, “You Don't Owe Happiness,” he teaches six key principles of value-centric leadership. He finds that when frontline teams feel valued and valuable, they achieve high levels of employee satisfaction leading to optimal customer service delivery.
 
Tune in as Sean unpacks his six key principles of value-centric leadership from his book to create smiles for employees, leaders, and customers.
 
 
Sean’s Path to Leadership Inspiration
 life experiences have played a significant role in defining his outlook and his expertise. In high school, he dropped out of school, faced homelessness and difficulty focusing due to the circumstances going on in his life. Fast forward and 10 years later he is a vice president in a customer service role. These life experiences drive his inspirational approach to leadership—a culmination of lessons that taught him it's okay to want to take care of other people and help them find happiness at work, but the focus should be on ensuring teams feel valued and valuable.
 
Sean’s [BB1]   customer experience career spans industries ranging from retail to technical support. He has built teams domestically and internationally and supports leadership development that fosters engagement and value.
 
 
Six Values That Define Game-Changing Leadership
 
In his book, Sean elaborates on six key principles that underpin value-centric[BB2]  leadership , providing insights for leaders and organizations striving to optimize employee satisfaction and deliver exceptional customer service.
 
1. Listening and Responding to Employee Feedback
Sean emphasizes the importance of actively engaging with employee feedback. It's not enough for employees' voices to be heard; their feedback should drive actionable outcomes. He shares an example of implementing an anonymous daily or weekly survey, followed by personalized video responses from leadership. This not only fosters a culture of transparency but also ensures that employees feel heard and valued.
 
2. Authentic Rewards and Recognition
Rather than following a traditional, generic recognition approach, Sean advocates for authentic rewards and recognition. He stresses the need for organizations to acknowledge intangible contributions and exceptional efforts beyond standard KPIs. Additionally, the frequency of recognition plays a vital role in reinforcing a culture of gratitude and motivation within the organization.
 
3. Compensation and Growth Opportunities
Compensation and continuous growth opportunities are essential components of value-centric leadership. Sean highlights the significance of aligning compensation with market standards to ensure employees feel appreciated and fairly rewarded for their contributions. Moreover, he introduces the concept of micro-promotions, providing employees with opportunities to advance within their current roles while feeling recognized for their progression.
 
4. Showing Their Work Matters to the Organization
Connecting employees with the organization's larger mission and vision is crucial. Sean shares a personal anecdote about attending a town hall that provided him with clarity on how his individual efforts contributed to the broader organizational goals. It's essential for leaders to contextualize employees' roles within the bigger picture, allowing them to understand their impact and value.
 
5. Championing Your Employees’ Success
Incorporating mentorship and sponsorship into the organizational culture is vital for championing employees' success. Sean stresses the importance of leaders advocati

A Former Frontline Agent’s Career Journey Contributes to a Powerful Active Learning Approach at iQor  
In this episode of iQor’s CX Labs Digitally Irresistible podcast, Jason Miles, director of active learning design and development at iQor, sheds light on the transformative impact of active learning in training and development.
Jason’s active learning methodologies draw from his wealth of experience in the BPO industry and his in-depth knowledge of learning and development thought leadership. His journey began as a frontline agent which evolved into his career in training, facilitation, and instructional design, ultimately leading to his current role at iQor as director of active learning design and development.
In this episode, we dive deeper into the concept of active learning, its role in successfully training employees at iQor, and the remarkable results it has produced, including improved performance and customer satisfaction. Jason also previews upcoming active learning programs at iQor, shaping the CX landscape,  driving success for the brands we support, and creating smiles for their customers. 
What is Active Learning?
Active learning is an instructional design approach that actively engages individuals in their own learning process. Shifting away from traditional training methods in which learners passively receive knowledge, active learning involves a variety of activities to encourage engagement, understanding, and retention.
Jason explains how active learning strategies encourage employee participation, practice, and a real application of knowledge to foster a deeper understanding of the subject matter.
Instead of listening to an instructor at the front of the room presenting PowerPoint slides, learners in active learning settings enjoy opportunities to engage with one another and discuss and apply the concepts they’ve learned. A large part of this process includes interactive tasks, reflection, and feedback to continually improve the experience.
Active Learning Strategies at iQor
At iQor, active learning forms the foundation of our employee training and development experiences. This pedagogical approach stems from active learning research showing that adults (and anyone really!) learn most effectively when engaged in meaningful tasks. All aspects of the learning experience and its outcomes improve when learners receive the right resources to advance their understanding along with opportunities to practice, fail, learn, and improve in a supportive setting. 
This trial-and-error process enables employees to learn from experience. iQor also provides ample opportunities for questions and feedback from experts and peers, an experience that breaks with the norm and has proven essential in creating meaningful and productive traning experiences . 
In addition, iQor’s active learning approach emphasizes the importance of incorporating time for reflection, which is often overlooked in traditional training programs. By thinking about what they’re learning and assessing what they did well and what they can improve, trainees further advance their understanding and performance.
“Reflection is actually one of the most important things that we’re adding, because very rarely do you get an opportunity in training to think about what you’re learning, and that’s where the actual learning happens.” - iQor Director of Active Learning Design and Development Jason Miles
Active Learning Creates Success and Smiles
The success story of active learning at iQor is exemplified in the transformative results it has produced. Jason's team led a redesign of training for a major retail customer, incorporating active learning techniques. 
The impact was staggering, with zero attrition, 100% certification, and remarkable performance post-training. The group produced consistent improvements in key performance indicators (KPIs), including a surge in customer satisfaction scores (CSAT), net promoter s