Best Callcenter Podcasts (2024)

1
How iQor India Shapes Global CX Success 11:28

3d ago11:28

11:28

Unveiling 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 signifi…

1
Gain Competitive Edge in AI Through Data Annotation and Labeling 21:49

1M ago21:49

21:49

Unveiling Accelerated Business Success by Unlocking AI Potential We welcome Joe Buggy to this week’s episode of the Digitally Irresistible podcast. 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 a…

1
A Balanced Approach to CX Leadership With Head and Heart 30:12

2M ago30:12

30:12

The Vital Role of Leadership in Customer Satisfaction We welcome Daniel Burks to this week’s episode of the Digitally Irresistible podcast. As a retail 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 heart…

1
How iQor’s Qoncierge Program Connects Employee Advocacy and Customer Satisfaction 4:58

3M ago4:58

4:58

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 t…

1
555 Dina Denham Smith - The Creative Leader\'s Mindset 44:27

3M ago44:27

44:27

In this insightful episode, Dina Denham Smith dives deep into the intricacies of leadership, creativity, and emotional intelligence in the modern workplace. She shares her journey from classroom to boardroom, offering a unique perspective on how her equestrian passion parallels her leadership philosophy. Through engaging anecdotes and expert advice…

1
Customer Experience Is Everything in a Member-Centric Business 24:30

3M ago24:30

24:30

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, complia…

1
Empowering Employees for CX Excellence Through Organizational Development 10:15

3M ago10:15

10:15

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 be…

1
554 John Fisher - Embracing Change One Step at a Time 47:22

4M ago47:22

47:22

In this enlightening episode, Jim Rembach interviews John Fisher, delving into the heart of leadership and the transformative power of embracing personal change for organizational success. Fisher, with his rich background in psychology and business coaching, shares invaluable insights into the journey from self-doubt to self-discovery, underscoring…

1
Elevating Training for Agents With Active Learning 7:42

4M ago7:42

7:42

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…

1
Navigating the Future of CX With AI and Employee Engagement 23:55

4M ago23:55

23:55

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),…

1
553 Jeff Eschliman - Blueprints for Success in Work and Life 48:47

5M ago48:47

48:47

In an inspiring exchange, Jeff Eschliman shares his journey from the idyllic landscapes of Fortuna, California, to becoming a visionary leader in the construction industry. His story, woven with the values instilled by his family and the wisdom gained from his military service, unfolds a compelling narrative on leadership, teamwork, and personal de…

1
Value-Centric Leadership Is Shaping the Next Era of Customer Service 19:58

5M ago19:58

19:58

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 ground…

1
How iQor Harnesses Active Learning Strategies to Boost Employee Engagement 6:58

5M ago6:58

6:58

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 learni…

1
552 Joshua Freedman - Embracing Emotional Intelligence 46:06

6M ago46:06

46:06

In a riveting conversation with Joshua Freedman, a luminary in the emotional intelligence arena, listeners are treated to profound insights on how emotional intelligence shapes leadership, influences organizational culture, and catalyzes personal growth. Through the lens of the world\'s largest study on emotional intelligence, Freedman unpacks the …

1
Cutting-Edge Recruiting Technology With a Human Touch 5:51

6M ago5:51

5:51

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 …

1
551 Jim Rembach - Unleashing Strategic Success 39:09

7M ago39:09

39:09

Diving into the heart of modern strategic planning, this special episode explores the challenges and opportunities in today\'s complex, VUCA environment. As we explore this landscape, we\'ll see why traditional strategic planning tools may no longer be sufficient in such a dynamic setting. This episode shines a light on the \"UNLEASH method,\" a gr…

1
How iQor Delivers Successful Seasonal CX Ramps for This Direct-to-Consumer Catalog Brand 16:06

7M ago16:06

16:06

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 the…

1
450 Adam Bryant - Leading Through Contradictions 53:58

8M ago53:58

53:58

Dive deep into the complexities of leadership with Adam Bryant on the Fast Leader Show! Discover the art of extracting every lesson from life\'s experiences, akin to wringing out a wet towel. Bryant unpacks the delicate balance leaders must strike between contradictory traits, shrewdly adapting to the uncertainty of our times. Learn why post-2020 l…

1
Leveraging NICE CXone to Augment Human and Operational Excellence at iQor 23:01

8M ago23:01

23:01

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 digi…

1
Unlocking Greater Employee Performance With a Can-Do Mindset 23:58

9M ago23:58

23:58

This week we welcome Denise Gabel to the Digitally Irresistible podcast. Denise is an international bestselling author, professional speaker, and mentor on the power of change. She is now recognized as the world’s first can-do-ologist who has made it her life’s work to inspire others to embrace a can-do mindset. On this episode, we discuss how Deni…

1
449 Laura McGuire - Creating Cultures of Consent at Work 37:46

9M ago37:46

37:46

In this episode of the Fast Leader Show, Dr. Laura McGuire shares her insights on a range of topics, from emotional intelligence and inclusion to stress management and leadership development. She emphasizes the importance of consent, trauma-informed care, and human connection in fostering a positive work environment. Dr. McGuire also discusses the …

1
Harnessing AI to Optimize the Employee Life Cycle at iQor 8:33

9M ago8:33

8:33

The Expert Tech Leadership Driving Digital Transformation for the Age of AI Welcome to the debut episode of CX Labs, a new installment of the Digitally Irresistible podcast where we cover the latest CX practices, including performance optimization, technology trends, employee experience, industry developments, and success factors to inspire great C…

1
The Journey to Becoming an Impactful BPO HR Leader 11:34

9M ago11:34

11:34

BPO 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 …

1
448 Nicole Kyle - 3 Seismic Challenges Facing Contact Centers 35:46

10M ago35:46

35:46

In this episode of the Fast Leader Show, Jim Rembach welcomes Nicole Kyle, an expert in the contact center industry since the 1990s. Nicole seeks to understand the current challenges in the industry and explores three seismic challenges facing contact centers. While skill development has been a focal point, Nicole emphasizes the importance of caree…

1
Mastering Customer Experience with the Right Mix of Technology and Human Touch 21:21

10M ago21:21

21:21

Transforming CX with Customer Journeys That Inspire Loyalty   This week we welcome Joseph Michelli, Ph.D., to the Digitally Irresistible podcast. Joseph is the founder and CEO of The Michelli Experience (TME), an award-winning author, and CX Hall of Fame inductee. As a certified CX professional, Joseph specializes in helping leaders attract and eng…

1
iQor’s Nearshoring Success in Medellín, Colombia, Harnesses Talent and Culture 9:52

10M ago9:52

9:52

Breaking New Ground for the Early Success of iQor Colombia This week, we welcome Fabian Garcia to the Digitally Irresistible podcast. Fabian is senior director of operations and country lead of iQor Colombia. With 15 years of experience in contact center operations and a passion for the BPO industry, Fabian’s leadership has been instrumental to iQo…

1
447 Tom Schmitt - Flexibility and Empathy: Key Lessons for Business Leaders in the Post-COVID World 45:48

11M ago45:48

45:48

In this episode of the Fast Leader Show, Jim Rembach sits down with guest Tom Schmitt, CEO of a multi-billion dollar transportation company. Together, they dive into the valuable lessons learned from the past few years and how they can be applied in the business world. From the importance of flexibility and empathy to the role of ambition and passi…

1
The iQor Blueprint for Nearshore CX Outsourcing in Trinidad and Tobago 14:18

11M ago14:18

14:18

Paving a Path to Success in Frontline Contact Center Leadership This week, we welcome Chevon Brathwaite to the Digitally Irresistible podcast. Chevon is senior manager of operations at iQor Trinidad and Tobago with over 15 years’ experience in contact center operations and a passion for customer service and professional development for frontline em…

1
The Fusion of Heart and Science for Effective CX 20:56

1y ago20:56

20:56

Leveraging a Career in Sales and Marketing for CX Innovation This week, we welcome Stacy Sherman to the Digitally Irresistible podcast. Stacy is an award-winning keynote speaker, author, advisor, and host of the “Doing CX Right” podcast. Stacy began her career in sales and marketing and has held multiple leadership roles at major companies over the…

1
446 Oded Netzer - Data-Driven Decision Making and the Biases That Affect Our Choices 43:07

1y ago43:07

43:07

In this episode of the Fast Leader Show, we are joined by Oded Netzer, a Columbia Business School professor and Amazon Scholar. Oded, an expert in data-driven decision making, discusses common biases like overconfidence, availability, and confirmation bias that can hinder our use of data. He introduces the powerful IWIC (I Wish I Knew) tool, which …

1
The Future of Customer Experience in Construction Is Now at EDiS 26:21

1y ago26:21

26:21

Building a Strong Foundation for Customer Experience in the Construction Industry This week, we welcome Brian DiSabatino to the Digitally Irresistible podcast. Brian is a fourth-generation owner and CEO of EDiS Company, a family-run construction company that has served regional communities in Delaware and beyond for over 100 years. Born and raised …

1
445 Chuck Mollor - Agile Leadership: Adapting to Changing Needs and Complex Challenges 39:42

1y ago39:42

39:42

In this episode of the Fast Leader Show, we\'re excited to have Chuck Mollor – executive coach, consultant, and author of The Rise of the Agile Leader. Chuck shares various insights on the importance of leadership adaptability, understanding oneself, and teamwork in navigating complex challenges and change. He also discusses employee engagement, id…

1
Empowering Women in the Contact Center Industry: The Story of CCWomen 22:55

1y ago22:55

22:55

The Power of Connection: How Networking, Advocacy, and Community Drive Professional Growth for Women in the Customer Contact Industry This week, we welcome Sandy Ko to the Digitally Irresistible podcast. Sandy is the founder and principal of CCWomen, a networking and advocacy community for women in the contact center industry. After joining the con…

1
Episode 141 - OPEX- Leading Gents - Dave D’Arcy - Laughing Leadership is Leadership a Laughing Matter 35:54

1y ago35:54

35:54

As I record this episode on 22 May 2023 - Dave D’Arcy who is well known in the employee engagement & leadership world is launching his own business. We discuss the aspects of leadership beyond Net Promoter Scores, Trust Pilot or Google reviews! With his experience in the Corporate World, Dave is bringing Leadership Skills and Fun at work, putting y…

1
Customer Experience Meets Employee Experience in the Moving Industry 29:05

1y ago29:05

29:05

A Unique Employee Compensation Plan Boosts Customer Satisfaction and Re-Defines the Moving Industry This week, we welcome Ron Holt to the Digitally Irresistible podcast. Ron is the CEO of Pink Zebra Moving and a serial entrepreneur with specialties in startups, franchise development, management, and leadership. Over nearly two decades, Ron built hi…

1
Maximizing Employee Potential Through Career Pathing and Development 18:32

1y ago18:32

18:32

Creating a Thriving Culture Shift for iQor Employees Through Organizational Development This week we welcome Mark Monaghan to the Digitally Irresistible podcast. Mark is vice president of organizational development at iQor, driving the transformation of leadership development programs for iQor’s 40,000 amazing employees spanning 10 countries. Mark’…

1
444 Donald Thompson - DEI Strategies 101: The Power of Brief and Concise Data-Backed Insights 37:07

1+ y ago37:07

37:07

As leaders, we must recognize the power of data-backed insights when implementing diversity, equity, and inclusion (DEI) initiatives. Understanding the unique needs of our organizations is crucial, and we can\'t simply rely on what has worked for others. By conducting listening sessions, refining career planning, and offering mentorship programs, w…

1
Episode 140 - OPEX - Chasing Dreams and Achieving Goals - Cheers to Rutz Consultings 5th Birthday! 24:33

1+ y ago24:33

24:33

Monday, 24th April marked the 5th anniversary of Rutz Consulting limited! Yeah - We made it to 5 years in business! We registered our limited company 5 years ago! In this episode we look at some of the reasons why 20% of businesses fail in their first year and 60% of businesses go bust in the first 3 years of trading! What are the pitfalls to avoid…

1
A Guide for CX Leaders to Create a Plan for Unshakeable Customer Loyalty 18:58

1y ago18:58

18:58

The Psychology of Customer Engagement: How Loyal Customers Accelerate Growth and Provide a Competitive Advantage This week we welcome Jermaine Edwards to the Digitally Irresistible podcast. Jermaine is a leading customer growth expert, advisor, international speaker, and award-winning author. With more than 20 years of sales and leadership experien…

1
Episode 139 - OPEX - Navigating the Identity Maze as an Individual, a CEO and a Thought Leader 23:59

1+ y ago23:59

23:59

Today's podcast is of a rather personal nature! This is for two reasons: You might be a new listener to the operational excellence show and wondering who I am, where I came from and what we do at Rutz consulting Over the past 6/7 months I have been doing some deep work for myself and for the business - today I’m sharing this with you. Join me as I …

1
Episode 138 - OPEX - Foundation Series - BONUS EPISODE - Customer Service Delivery Made Easy - HOW TO BECOME A BETTER LEADER 23:33

1+ y ago23:33

23:33

In today's bonus episode of the foundation series "Customer Service Delivery Made Easy" I’m talking you through how you can become a better leader in 9 simple steps! Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsultin…

1
The 3E Leadership Framework for Driving High-Performing Customer Teams 25:51

1+ y ago25:51

25:51

Promoting CX Excellence Through Strategic Leadership On this week’s episode of the Digitally Irresistible Podcast, we welcome Adam Toporek. Adam is a third-generation entrepreneur, consultant, and highly sought-after CX keynote speaker. Recognized as one of the top thought leaders in customer experience, Adam is a strategic analyst and consultant w…

1
443 Mike Watson - Resilient Leadership: Thriving in the Face of Adversity 44:51

1+ y ago44:51

44:51

Resilience and leadership play vital roles in organizational success, with true leadership focusing on empowering others to be their best selves while pursuing a noble goal. In this episode, our guest Mike Watson delves into the habits and values that foster resilience in teams, emphasizing the importance of cultivating a culture of accountability …

1
Episode 137 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 4 - SHOW ME THE MONEY IN CUSTOMER SERVICE 33:07

1+ y ago33:07

33:07

Today it’s all about cash! Show me the money in your customer service delivery! Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting…

1
Episode 136 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 3 - DO NOT OPERATE IN SILO 32:14

1+ y ago32:14

32:14

Today's teaching is well and truly focused around your customers! And remember - we are customers of each other! We are not designed to operate in silos! Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or ema…

1
The SUPER Model Method to Create Superfans and Game-Changing CX 23:53

1+ y ago23:53

23:53

Turning Customers Into Lifelong Advocates This week we welcome Brittany Hodak to the Digitally Irresistible podcast. Brittany is an entrepreneur, author, customer experience keynote speaker, and author of over 350 thought-leadership articles for a variety of national media, including regular columns for Forbes, Adweek, and Success. Brittany has spe…

1
Episode 135 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 2 - THE BACKBONE OF OUR ORGANISATION… THE OPS HANDBOOK 28:51

1+ y ago28:51

28:51

Today we are discussing the importance of recording why you and your team are doing what your doing! Most of our clients struggle to produce an operational manual or ensure they have systems in place that allow the business to run, even if some key stakeholders are not available! Resources: We have created an amazing downloadable workbook for you -…

1
Episode 134 - OPEX - Foundation Series - Customer Service Delivery Made Easy - Week 1 - 3 POWERFUL STEPS TO ENSURE YOU HIRE THE RIGHT PEOPLE! 29:08

1+ y ago29:08

29:08

Today is the first instalment of our foundational series "Customer Service Delivery Made Easy" Over the next four episodes I will be looking at some of the basics & will be sharing insights, tips & tricks to help set up your Customer Service Delivery for success. In this episode I’m going to lay out a powerful 3 step approach to ensure your People …

1
The 5 Key Elements Frontline Employees Need to Deliver Great CX 17:55

1+ y ago17:55

17:55

Equip Frontline Employees With Everything They Need to Provide an Excellent Customer Experience On this week’s episode of the Digitally Irresistible Podcast, we welcome Lori Brown. Lori is a seasoned customer experience executive with more than 25 years of experience in the BPO industry. She is a respected thought leader, CX consultant, and keynote…

1
How Innovative Service Creates Customer Advocates 27:44

1+ y ago27:44

27:44

Make Customers Swoon and Create Zealous Advocates for Your Brand This week, we welcome Dr. Chip Bell to the Digitally Irresistible Podcast. Chip is a world-renowned authority on customer loyalty and service innovation, ranked by Global Gurus for the past eight years as one of the top 10 keynote speakers on customer experience. Chip is a decorated U…

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