Podcasts about alorica

928: As the role of CIO continues to evolve as a strategic partner to the business, many CIOs are emerging as strong contenders for CEO positions. In a panel discussion from the 2024 Metis Strategy Summit, Alorica Co-CEOs Mike Clifton and Max Schwendner sit down with Peter High to discuss their leadership journeys—Mike's transition from CIO to CEO and Max's progression from CFO to Co-CEO. They delve into how their complementary expertise in technology and finance fuels innovation at Alorica. Additionally, the conversation highlights the transformative power of AI in customer experience (CX) and the bold strategies Alorica employs to disrupt its own business model for future growth.

How many times have you felt misunderstood by customer service? Imagine if your brand could solve every communication barrier, regardless of language, in real-time. Could that transform your customer experience? Welcome to today's episode, where we're discussing how to break down language barriers in customer service with Mike Clifton, Chief Growth & Transformation Officer at Alorica. RESOURCES Alorica: https://www.alorica.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

How many times have you felt misunderstood by customer service? Imagine if your brand could solve every communication barrier, regardless of language, in real-time. Could that transform your customer experience? Welcome to today's episode, where we're discussing how to break down language barriers in customer service with Mike Clifton, and Max Schwendner, both Co-CEOs at Alorica. RESOURCES Alorica: https://www.alorica.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Don't miss Medallia Experience 2025, March 24-26 in Las Vegas: Registration is now available: https://cvent.me/AmO1k0 Use code MEDEXP25 for $200 off registration Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Graham Brown is the SVP EMEA Sales for Alorica. He is based at Leicester in the UK. In some parts of the world, like Europe, brands need to offer a customer experience in many different languages. For major languages this is not a problem. It's relatively easy to find French and English speakers, but some languages can be hard to support and often they are not even economic to support.  What if you want to operate in Finland, but you can't support those customers in their local language? Do you expect every customer to use English? Graham has been working on simultaneous voice translation with Alorica. This allows an AI-powered translation system to sit between the customer and the agent. How well does it work and can we really just staff a contact center with English-speakers and let them support anyone from anywhere? Listen to this conversation between Graham and Peter Ryan to find out! https://www.linkedin.com/in/graham-brown-cx/ https://www.alorica.com/

908: In the world of customer service, artificial intelligence (AI) and generative AI (GenAI) are unlocking new possibilities to elevate the customer experience beyond what was once thought possible. In this episode of Technovation, host Peter High sits down with Harry Folloder, Chief Digital and Technology Officer at Alorica, to explore how the company utilizes AI to revolutionize customer service, streamline operations, and empower both employees and customers. Harry highlights the crucial role of technology in building trust and delivering personalized, seamless customer interactions in today's digital-first world. He also shares his inspiring personal journey, detailing how his background in law and emergency services—as a firefighter and paramedic—has uniquely prepared him to lead digital transformation at a tech-driven company. Discover the innovative AI-powered solutions propelling Alorica's success and how Harry's leadership is shaping the future of customer experience. Whether you're interested in AI, digital transformation, or leadership, this episode provides valuable insights into the technologies and strategies driving innovation at Alorica.

908: In the world of customer service, artificial intelligence (AI) and generative AI (GenAI) are unlocking new possibilities to elevate the customer experience beyond what was once thought possible. In this episode of Technovation, host Peter High sits down with Harry Folloder, Chief Digital and Technology Officer at Alorica, to explore how the company utilizes AI to revolutionize customer service, streamline operations, and empower both employees and customers. Harry highlights the crucial role of technology in building trust and delivering personalized, seamless customer interactions in today's digital-first world. He also shares his inspiring personal journey, detailing how his background in law and emergency services—as a firefighter and paramedic—has uniquely prepared him to lead digital transformation at a tech-driven company. Discover the innovative AI-powered solutions propelling Alorica's success and how Harry's leadership is shaping the future of customer experience. Whether you're interested in AI, digital transformation, or leadership, this episode provides valuable insights into the technologies and strategies driving innovation at Alorica.

In this episode of the BetterTech podcast on Market Challenges and Opportunities, host Haseeb Khan discusses with Mike Clifton and Max Schwendner, Co-Chief Executive Officers at Alorica, the innovative approach to customer experience and business growth strategies. They explore how companies can leverage technology to improve customer service and satisfaction. Mike and Max share insights into Alorica's unique co-CEO model and how it enhances decision-making and operational efficiency. The discussion covers the importance of aligning technology with business objectives and the critical role of leadership in driving change within organizations.

Artificial intelligence serves as a tool to enhance worker efficiency rather than posing a significant job threat. Alorica introduced an AI translation tool that enables customer service representatives to communicate in 200 languages and 75 dialects, allowing employees fluent in one language to assist clients speaking another. Alorica continues to hire despite concerns over job cuts, a trend mirrored by other companies like IKEA, which retrained 8,500 staff to handle more complex tasks after implementing chatbots. Research indicates AI can improve productivity, with studies showing customer support agents using AI tools saw a 14% increase in efficiency. Historical context suggests that technological advances often lead to new job categories rather than mass unemployment, a sentiment supported by the White House Council of Economic Advisers and organizations like Challenger, Gray & Christmas. Overall, the emphasis lies on AI as a means to empower employees and streamline operations.Learn more on this news visit us at: https://greyjournal.net/ Hosted on Acast. See acast.com/privacy for more information.

During his tenure at OEP, Mr. Belinfanti has worked on a number of investments in the healthcare and business services industries and has led many of OEP's healthcare transactions. Mr. Belinfanti is a member of the Board of Directors of AdaptHealth, Alorica, Ernest Health, Infucare RX, Montgomery Transport, and Prime Time Healthcare and has previously been a member of the Board of Directors of Apollo Health Street, ArthroCare, Celltrion Healthcare, EGS, OneLink, PS Logistics, Prodigy, Simplura Health Group, ResultsCX and Systagenix.  Mr. Belinfanti is a member of the Board of Directors of the Local Initiatives Support Corporation (LISC) and is a Board Member of the New York City Housing Authority (NYCHA).  Prior to joining OEP, Mr. Belinfanti served as a Vice President in the Investment Banking division of Lehman Brothers, specializing in Global Healthcare. Mr. Belinfanti received his B.A. in Politics from New York University and his J.D. from Harvard Law School.

892: Ascending to the CEO role from a technology background showcases the critical impact of tech expertise in guiding business transformation and growth. In this episode of Technovation, Peter High interviews Mike Clifton, Co-Chief Executive Officer at Alorica, about his career journey and how his experience as a technology executive has shaped his perspective as a co-CEO. Mike discusses Alorica's strategic approach to enhancing customer experiences through AI and digital transformation, and provides insights into the company's unique Co-CEO model. He also explains his strategy for investing in startups to curate an ecosystem of partners, keeping the company at the forefront of innovative technologies like noise cancellation and voice translation.

892: Ascending to the CEO role from a technology background showcases the critical impact of tech expertise in guiding business transformation and growth. In this episode of Technovation, Peter High interviews Mike Clifton, Co-Chief Executive Officer at Alorica, about his career journey and how his experience as a technology executive has shaped his perspective as a co-CEO. Mike discusses Alorica's strategic approach to enhancing customer experiences through AI and digital transformation, and provides insights into the company's unique Co-CEO model. He also explains his strategy for investing in startups to curate an ecosystem of partners, keeping the company at the forefront of innovative technologies like noise cancellation and voice translation.

On this episode, host Ryan Dull welcomes Danielle McCaffrey, Senior Director of Talent Acquisition at Alorica. She details her personal connection to the talent acquisition industry and her perspective on the future trajectory of recruiting. Ryan and Danielle discuss the following in their conversation: - Passion for the human element of recruiting is essential for industry success. - Leaders who rely on technology as a primary asset instead of as a supplemental aid will be limited in their ability to attract the best candidates. - Industry leaders should seek out roles that broaden their skill set to gain a holistic perspective of the work involved in talent acquisitions. - Intimate knowledge of organizational operations produces the most effective recruiting strategy. - Recruiting is just one piece of a broader operational picture, and systems designs should factor in the whole. - AI is an effective productivity tool but should never replace face-to-face candidate recruiting campaigns. Danielle's work as a talent acquisition leader taps into her passion for her family's business, and her enthusiasm for her own development provides unique insights into how industry leaders can continue to evolve and grow. Danielle McCaffrey - https://www.linkedin.com/in/daniellemccaffrey/ Alorica - https://www.alorica.com/ Ryan Dull - https://www.linkedin.com/in/ryan-dull-743a8b4/ Sagemark HR | LinkedIn -https://www.linkedin.com/company/sagemark-hr/about/ Sagemark HR can help you: ✔ Improve your talent practices and make better, more informed people decisions. After 20+ years of experience leading Recruiting and Talent Acquisition across a wide variety of industries, I've seen enough hires (over 100,000 to date) to know that hiring decisions truly can make or break an organization. ✔ Identify opportunities to not only improve your talent practices, but also deliver tangible business results. We understand every organization is different, and there's no one-size-fits-all magic solution. So we listen first and identify the gaps and sticking points in your current process before ever recommending a solution. ✔ Bridge the gap from “traditional” to modern recruiting, without the painful learning curve. We believe recruiting, talent, and HR technology is a deep well of untapped business potential, and our mission is to help you identify and implement those hiring tools in a way that works for you. If you're interested in learning more, you can reach me at: www.sagemarkhr.com ✉ ryan.dull@sagemarkhr.com #Talent #Recruiters #Recruiting #HRTech

The business world is full of very interesting companies. Some of them are present in one country, the others work on many markets. Some of them provide one type of services, the others have large portfolio. Some operate in one language, and others in dozens.Today I have a pleasure to share with you another episode of Good Morning BSS World podcast from the series of “Who are THEY?”, where together with invited guests we discover the history and current status of their companies.The history of Alorica started in late 90ies of XX century in North America. In 2023 the company is already present worldwide being in the top league of BPO CX providers.Who are they in Alorica? Well, listen to my talk to Matthew Sims, the President of EMEA in Alorica, and you will know about Alorica nearly everything. If you want to check the Alorica's web page – here it is - https://www.alorica.com/You can find Alorica on Linkedin as well - https://www.linkedin.com/company/alorica/On Linkedin you can also find Matt - https://www.linkedin.com/in/matthew-sims-7892542/ ****************************My name is Wiktor Doktór and on daily basis I run Pro Progressio Club https://klub.proprogressio.pl - it's a community of many private companies and public sector organizations that care about the development of business relations in the B2B model. In the Good Morning BSS World podcast, apart from solo episodes, I share interviews with experts and specialists from global BPO/GBS industry.If you want to learn more about me, please visit my social media channels:YouTube - https://www.youtube.com/c/wiktordoktorHere is also link to the English podcasts Playlist - https://bit.ly/GoodMorningBSSWorldPodcastYTLinkedIn - https://www.linkedin.com/in/wiktordoktorInstagram - https://www.instagram.com/wiktordoktorYou can also write to me. My email address is - wiktor.doktor (@) proprogressio.pl ****************************This Podcast is supported by Patrons:Marzena Sawicka https://www.linkedin.com/in/marzena-sawicka-a9644a23/Przemysław Sławiński https://www.linkedin.com/in/przemys%C5%82aw-s%C5%82awi%C5%84ski-155a4426/Damian Ruciński https://www.linkedin.com/in/damian-ruci%C5%84ski/Szymon Kryczka https://www.linkedin.com/in/szymonkryczka/Grzegorz Ludwin https://www.linkedin.com/in/gludwin/Adam Furmańczuk - https://www.linkedin.com/in/adam-agilino/If you like my podcasts you can join Patrons of Good Morning BSS World as well. Here are two links to do so:Patronite - https://patronite.pl/wiktordoktor Patreon - https://www.patreon.com/wiktordoktor Or if you liked this episode and would like to buy me virtual coffee, you can use this link https://www.buymeacoffee.com/wiktordoktor - by doing so you support the growth and distribution of this podcast.

This week's episode features Alorica's Chief Administration Officer Colleen Beers and Chief Culture OfficerJoyce Lee. The women discuss motherhood, their roles at Alorica, which provides customer experience management and Business Process Outsourcing (BPO) services, as well as how they work together to create an inclusive, welcoming company culture, especially in challenging times.

Matt Sims is the President EMEA at Alorica. He is based in the UK. Headquartered in the US, Alorica has recently been leaning into Europe so Mark Hillary called Matt to explore the differences between the European and American CX markets and how economic uncertainty may affect CX and BPO strategies. https://www.linkedin.com/in/matthew-sims-7892542/ https://www.alorica.com/  

Egypt is a rapidly growing economy and labor market, with key skills in the IT and outsourcing industry. In this episode of SSONext we welcome to the podcast Ricardo Langwieder, the Regional Lead for Middle East and Africa at Alorica. Ricardo has over 20 years of international corporate and entrepreneurial experience. He's lived and worked in Europe, South America, the US, Asia, and he has worked in the MENA region just shy of ten years, making him the perfect person to probe deeper into how Egypt compares on the global stage.  In this episode we spoke about: What makes Egypt such a competitive location for outsourcing The partnerships and infrastructure the government has built to promote ease of business The fast-growing and highly educated workforce whose skillsets compliment many of the services provided by BPOs

Arvin Obra is a seasoned professional with over 17 years of experience in workforce management. Currently serving as the Director of WFM at TTEC, Arvin has been at the forefront of optimizing operations and processes to enhance customer satisfaction. Throughout his career, he has held senior roles at companies such as Alorica, and Sitel Group, where he has honed his expertise in capacity planning, scheduling, and team management. Arvin is a results-driven leader who has consistently demonstrated his ability to develop and implement long-term plans, analyze historical data and volume projections, and maintain efficient systems for call handling and scheduling. He is dedicated to providing continuous career and skills development for his team members and is known for building positive relationships with both internal and external customers.

Colson Hillier is the CMO of Alorica. He is based in New Jersey in the US. Mark called Colson for this interview because the most recent Gartner Magic Quadrant mentioned several examples of post-pandemic innovation and resilience being adopted by Alorica - such as virtual contact centers, GigCX, and permanently embracing WFH... in the conversation Colson talks about balancing resilience, innovation, and what Alorica learned from these unsual past two years. https://www.alorica.com/ https://www.linkedin.com/in/colsonhillier/

650: In this interview, Mike Clifton, EVP and Chief Information and Digital Officer of Alorica, discusses the expansion of his role in the client-facing side of the business and leveraging actionable insights from an ocean of data. Mike begins with an overview of Alorica's business, what his purview as CIDO consists of, and how he is focusing on the consumer in his role. He also talks about developing a strong data foundation at Alorica and how he thinks about building the technology ecosystem to drive the data strategy at the company. Finally, Mike gives his perspective on how his background in multiple disciplines has helped him in his new role, the key elements to his success, and what trends in technology are on the horizon.

650: In this interview, Mike Clifton, EVP and Chief Information and Digital Officer of Alorica, discusses the expansion of his role in the client-facing side of the business and leveraging actionable insights from an ocean of data. Mike begins with an overview of Alorica's business, what his purview as CIDO consists of, and how he is focusing on the consumer in his role. He also talks about developing a strong data foundation at Alorica and how he thinks about building the technology ecosystem to drive the data strategy at the company. Finally, Mike gives his perspective on how his background in multiple disciplines has helped him in his new role, the key elements to his success, and what trends in technology are on the horizon.

In this podcast today, I will discuss the company Alorica! Listen to the podcast for details! --- Support this podcast: https://anchor.fm/thressa-sweat/support

Cloud was born in Washington DC, on 3 July 1984, was homeschooled in Charlotte, during which she worked at Winn Dixie. Cloud completed her high school education at Oxon High School. Cloud went back to school in 2013, when she enrolled at the Baltimore City Community College. She studied addiction counseling and substance abuse for three years. In 2017, Cloud pursued a year-long psychology course at Coppin University. In 2020, she enrolled at the University of Phoenix to pursue a master's degree program in business administration. Cloud joined the US Army after completing her high school graduation in 2002, where she worked in the culinary arts department for over three years. After her return from the army, Cloud started working at Convergys as a customer service representative in 2006. She worked for two years with this firm. After Convergys, she became a house mother for 3 years and went to Hawaii with her ex-husband. After a hiatus of two years, Cloud joined Alorica, an outsourcing company, where she worked for five months as a customer service representative. She left this job to pursue higher education in 2013. In 2020, Cloud began her entrepreneurial journey by establishing two companies: Blue Cloud Cleaning and Genuinely Michelle Wigs LLC.[6] Blue Cloud Cleaning is a cleaning agency that offers a multitude of high-quality cleaning services.[7] Genuinely Michelle Wigs LLC provides high-quality hair wigs to individuals of all ages. The company aims at designing, creating, and installing custom natural-looking hair wigs suitable for all skin types. Cloud's company also designs unique and custom pieces that are specifically catered for men. She also pursues her advocacy to help cancer patients and other people suffering from hair problems by providing high-quality wigs. Please help me welcome Kimberly Cloud to the RNG Radio Show!!! www.facebook.com/kdramafree1984 www.instgram.com/wigsforsuccessllc www.instagram.com/genuinelymichellewigsllc www.instagram.com/bluecloudcleaningllc --- Send in a voice message: https://anchor.fm/rngradioshow/message Support this podcast: https://anchor.fm/rngradioshow/support

In this Podcast today, I will discuss the company Alorica! Listen to the podcast for details! --- Support this podcast: https://anchor.fm/thressa-sweat/support

THE NAME OF THE COMPANY IS ALORICA APPLY HERE>>> https://jobs.alorica.com/ShowJob/Id/1129595/Alorica-at-Home-Customer-Service-Representative/ (Subscribe to our Youtube channel ~ Two Chicks With A Side Hustle) (Join our Facebook group ~ Kiss That Cubicle Goodbye) --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/two-chicks-with-a-side-hu/support

Top Takeaways: ·        Companies spend billions of dollars building their brands, retail stores, and products. But, when it comes down to the moment that's most impactful for a customer, it usually comes down to their interaction with a customer service agent. ·        The feedback economy shifts the service model on its head. There is less focus on broadcasting why your company is great. The focus is on listening to the customer, understanding their pain points, and creating more systemic changes to address them. ·        There are thousands of avenues for empowered consumers to make their voices heard. You need the right tools to harness all this feedback and take action. ·        Social channels don't discriminate. Companies have to learn to change their processes, technologies, and products to be responsive. The customers need to be the center of a company's strategy. ·        Technology is only a piece of what it takes to get the customer service equation right. You need the right judgment and empathy to take action and help your customers. ·        Customer service happens throughout the entire customer journey. The overall user experience is a function of an ecosystem of partners for delivery. Employees, and in some instances, companies need to collaborate to create a great customer experience ·        Policies should be rules or guidelines that empower employees to help the customer instead of hindering service. Quote: “The customer is the center of everything that you do.” About: Colson Hillier is the Chief Marketing Officer for Alorica. He oversees the planning, development, and execution of Alorica’s marketing and communications strategy, as well as initiatives tied to the company's brand principles, value proposition, and revenue growth.   Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Alorica, a provider of customer management outsourcing solutions, has a young workforce: 30% are from Gen Z, and around 61% are millennials. "Freedom of thought is very important for them," said Irene L. Tan, vice-president for learning and development at Alorica Philippines, Inc., who added that the company has benefited from the "brilliant ideas" originating from these generational cohorts. In this episode of B-Side, she tells BusinessWorld reporter Patricia B. Mirasol how intentional communication and creating a culture of care are keys to retaining young talent when most of them are working from home because of the pandemic. This B-Side episode was recorded remotely on April 15. Produced by Paolo L. Lopez and Sam L. Marcelo.

In this Podcast today, I will discuss the company Alorica! Listen to the podcast for details! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/thressa-sweat/support

In this Podcast today, I will discuss the company Alorica! Listen to the podcast for details! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/thressa-sweat/support

Here’s the deal, customer service gets a bad rap, but the truth is that when done well, solving customers’ needs is awesome, and when you can actually give them a good experience and make their day, that’s just icing on the cake. Reaching that outcome takes work, though, and the market for how customer service outsourcing is conducted has been changing over the last few years.  Companies such as Alorica are emerging in this industry thanks to its ability to adapt to the changing landscape of our world and deliver a service that takes some of the hard work out of the customer service process. “The market for customer service outsourcing is changing dramatically. What has been a fairly well-established model — where we could operate call centers on behalf of our clients and manage that customer experience more effectively — is getting disrupted. And a big part of that is the way that technology is supporting more personalization, new channels for customers to engage with brands, and thinking through how to bring together a value proposition that takes a massive distributed labor force and enables them with technology that then delivers an outcome, utilizing proven processes and techniques.”Those are the words of Colson Hillier, the CMO of Alorica, and on this episode of Marketing Trends, he discusses the radical shift in how large scale customer service departments — such as call centers — are being forced to alter their format and where Alorica comes into play. Plus, Colson details how personalization efforts continue to put the customer experience at the forefront of every decision.Main Takeaways:The Good ‘Ole Days: The market for customer service outsourcing is changing significantly. The well-established model of operating call centers on behalf of clients has been disrupted due to new personalization methods and how consumers can easily interact and engage with brands at a quicker pace.Bring the Value: The overall value proposition that brands are bringing to their clients is no longer rooted in products, but rather the overall experience and how the customer is able to utilize the service.The Big Chair: The role of the CMO is no longer about nit-picking products and campaigns, but rather a broader scope of responsibility and not just thinking about the overall product portfolio, but rather product development, marketing, and how the company tells the overall story of the organization.---Marketing Trends podcast is brought to you by Salesforce. Discover marketing built on the world’s number one CRM: Salesforce. Put your customer at the center of every interaction. Automate engagement with each customer. And build your marketing strategy around the entire customer journey. Salesforce. We bring marketing and engagement together. Learn more at salesforce.com/marketing. To learn more or subscribe to our weekly newsletter, visit MarketingTrends.com.

In this Podcast today, I will discuss the company Alorica! Listen to the podcast for details! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/thressa-sweat/support

In this Podcast today, I will discuss the company Alorica! This company is seeking Administrative Support-WAH Project Based! Listen to the podcast for details! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/thressa-sweat/support

Jennifer wraps up her conversation with Susan Dumond, the Chief Employee Experience Officer at Alorica, a global leader in customer experience solutions. Alorica is made up of more than 100,000 problem solvers who make lives better through positive customer interactions—at every touchpoint—across voice, chat and social.

This week, Jennifer is joined by Susan Dumond, the Chief Employee Experience Officerat Alorica, a global leader in customer experience solutions. Alorica is made up of more than 100,000 problem solvers who make lives better through positive customer interactions—at every touchpoint—across voice, chat and social.

In this Podcast today, I will discuss the company Alorica! This is a Entry-level work from home position! Listen to the podcast for details! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/thressa-sweat/support

In this Podcast today, I will discuss the company Alorica! Listen to the podcast for details! --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/thressa-sweat/support

In Episode #94 of The CXChronicles Podcast we welcomed Brandon Rosipko, Director of Customer Experience Transformation at Alorica. Alorica provides a host of world class services, including logistics and fulfillment. Brandon and his team are proud to passionately serve clients across a plethora of industries including — automotive, financial services, healthcare, retail and tech companies, many in the Fortune 1000. Alorica calls the OC home, headquartered in Irvine, CA, with more than 100,000 employees in 100 locations across the globe.Brandon chats with Adrian about The Four CX Pillars; Team, Tools, Process and Feedback and how he and the CX and Marketing team at Alorica work with their customers each and every day to grow and scale their business. Feel free to reach out to CXC if you have questions about Alorica or the awesome things that Brandon's team is working on today!Support the show (https://cxchronicles.com/)

Welcome to the Recruitment Hackers Podcast. A show about innovations, technology and leaders in the recruitment industry brought to you by Talkpush, the leading recruitment automation platform. Max: Good morning, everybody and welcome to the Recruitment Hackers Podcast with max  from Talkpush. Today I'm excited to be welcoming Paul Noone, who is CEO for HireIQ and someone who is in technology. And I've, we both focus a lot of our energy on the call center and the BPO market and service this industry, which is always hungry for automation and innovation. So we both love this industry and we can exchange our thoughts on this topic.Paul, thank you so much for joining me on my new podcast. Paul: Hey, thanks Max, I'm thrilled to be here actually. Max: So our audience, some of them will recognize HireIQ. And some of them will probably recognize you, but they probably don't know the history of how you ended up starting this business, or how you ended up with HireIQ.Perhaps you could walk us through that journey. Paul: Yeah, I'd love to. HireIQ is an interesting technology and we're very focused on the call center. And because the call center has this outsourcing process that's associated with business process outsourcers.Most of the organizations don't realize that, while Fortune 500 organizations, anybody with a product or service has a requirement to support through call centers or through service locations, they also do a lot of outsourcing. So they're organizations like BPOs, the large ones in call centers are Teleperformance and Alorica and Atento and Sutherland and 24[7].And those are the organizations that we help with  in the talent acquisition, part of this, you know, max, you and I probably talked about this before, but recruitment is the term that we use. But we're in sort of a special place in recruitment. We're in the engagement with the candidates, the acquisition of all the data that we aggregate as much data as we can in a shorter period of time.And then we provide it to the recruiters in such a way that they can quickly make a decision, because we're talking about maybe 10 interviews for every hire, we're really known for our efficiency. And then we're also known for the AI associated with how we do that. How do we tell whether a candidate it's going to be particularly good at this particular role in collections or in sales? Or in support?We do a whole lot with that. I actually got here about six years ago through the investors. So I had just, I was working with another technology company on disaster relief, and just sort of an interesting aside, Max, we had built a product around disaster resource management and that's where these large scales or, when you guys experienced the typhoons and we have the hurricane season from June through November and, being able, you know, the shift in technology, the shift to phones, being able to locate all of the things that you need when a disaster strikes is a really interesting use case.So we had gone pretty deep into that and acquired some large customers, the U.S Red Cross, but we were looking to move from the Red Cross division of emergency management and we were looking for additional investment. So I was on sort of a roadshow talking to investors and ultimately a lot of people made the decision that it, and it's a function of that market. But, without disasters, if you have a good year, meaning no disasters, you're getting no money into that particular part, the Red Cross every now and then they literally go almost to zero. So they actually need engineering, Max: Pure disasters once in a while. Paul: And oddly, when you're in that business, you start to hope for bad things to happen. So there was something wrong, but the investors didn't buy. Max: I think it's not just the disaster people. I have a feeling that a certain class of politicians also relying on a good disaster once in a while. Paul: Well, so there's politics in there, the weird thing about funding ,and how funding shifts, and things like that.I think that actually is what scared investors away, Max, and it's a shame in some ways. That what we were doing was, you know, enabling, with the Red Cross, for example, we found a billion dollars worth of resources that had been sort of lost, and it hadn't literally been lost. It was in firehouses and it was in other locations.And that sounds like an inventory management issue, but it's not when something bad happens in one part of the state. And then you realize that through a quick app, you can find it. Where everything is: shovels clubs, protective eyewear, and N95 masks, for example. Imagine that you put in an application, you find a billion dollars worth of resources, really through crowdsourcing your own people.Anyway, that app is lovely but the investors didn't think it was an investable market at the time. And so I just finished this and I had met with the investors here and I called them back and said, you know, so we'll probably shut this down. And they said, great, because we have something we'd love to share with you.And they brought me into HireIQ. I have a background in call centers. I was with Genesis as they were starting out on sort of the part of the first team. I want to say pre-revenue, but I want to say Genesis is a $2 billion organization right now, 20 years ago when I was with them we had less than $10 million in revenue. So building that to a public company and then moving on, but coming here was lovely in that the technology was solid. But it was  a function of focus. We were trying to do too much. By focusing on call centers and BPOs in particular, we ended up, turning into, from being a typical technology company where we might be losing money quarter after quarter to being one that was profitable, really understood what we were doing and then have been very zeroed in on that use case around language proficiency, around understanding our customer's needs and really, more than anything else, making sure that they're succeeding.So closing that loop and making sure that they succeed. Max: Your star product is the product called Audiolytics? Paul: Well, so Audiolytics is really the technology that underlies the audio processing that we do. So at the heart of what we're doing is, the origin story really comes around. While I submit my resume in a recruiting, in an interview process, what that does is it strips out my personality and my voice.It strips out the narrative. I moved from the disaster resource management effort into HireIQ, why did that happen? All of those things that you get to tell people in an interview process. So the origin story is really about how do we add a narrative to what's a two dimensional piece of paper that's supposed to represent me.And so with that, we started to create a platform that would say not only here's the resume and here's some qualifiers about me, but here's my voice. Max: It used to upset me so much when I started on my career and I would go and socialize, go to a bar anywhere and someone would ask me, so what do you do?And, you know, I didn't want to tell them my job title and the company I worked for, because I didn't feel like it represented anything about me. And it would always come up with some weird answer I would say, oh, what do I do? You know, I roller skate or, you know, or something, just so that I could come out and shine and that wasn't a social environment in a work and job search context.Also, what do you do? Should be the first question or rather who are you? rather than a resume. Paul: Tell me about your expense in this particular business is an open ended question that a lot of our customers ask, but asking open ended questions, which is an old interviewing technique and a valuable one really allows people to tell them more. To talk to the narrative. Tell me about your experience in this particular world. Tell me about your understanding of customer support. Tell me your understanding. Tell me about an experience that you had with your boss that may be positive or negative, but being able to do that and being able to do it asynchronously when, you know, we could collect lots and lots of those became really the most important thing.But Audiolytics is actually the parsing of that. The audio data in order to get a really good and different understanding. So Max, what it doesn't do, is it doesn't convert voice to text and then parse it that way. But, it literally is looking for tone. So it's in these frames of voice, it's saying that's a positive, that's a negative, that's a happy emotion, that's a sad emotion. We're looking for things that we know are important for a good employee, but are particularly important when you're dealing with call center agents. That they're engaged, they're alert. They're more active than passive. They're not expressing boredom. Which is really interesting when you can pick up boredom because when a recruiter gets this information, they're going to see an Audiolytics score that says, you know, this person is probably not someone you want to spend a lot of time with.And I would say more than anything else we're not dispositioning customers. What we're doing our best to do is to give them an idea of priority. Talk to Max. He's got a great score. He's good with language. He's got good scores with data entry and even chat. Max: I didn't know that your technology was able to detect boredom. That's remarkable. Would it be influenced by geography and how do you factor that in? Because you live in Atlanta, people are supposed to speak a little bit more slowly, perhaps have a drawl. You don't, but nonetheless, you know, would the software, not pick up on the intonation and think maybe somebody from the South is bored?Paul: So it's really interesting. What you're doing is, so engagement doesn't necessarily have anything to do with dialect. And in fact, the tool itself is just sort of mentioned there's no conversion. It's listening for something that would be appropriate for the cohort of folks who are taking it ,interestingly enough.It's actually self adapting, because the same tool is used for engineers and salespeople and support people — all should have a different dynamic in their voice. And so it actually has to adjust based on the people who are taking the interview. The people who are successful in expressing themselves in that interview, as well as the questions.The questions and the people are really the dynamic that you're looking for, but boredom might be expressed differently by an engineer, or by somebody from, a Latin expression. But, the cohort itself helps to define that. And so ultimately you have not only our recommendation, but you also have the answer.So what's interesting about it is how closely we track to what a good recruiter would do. In the initial testing, after we did the machine learning on it. So can we in fact pick these up at a high rate? So can we, in fact, identify that Max is more happy than sad? Can we identify that when he's taking this test he's more bored? When we do that, we match Max almost 97% against a recruiter who would be listening to those particular things. So imagine that the technology itself is so wildly accurate in a lot of ways. But you know, to that end, that's what Audiolytics does. We're really sort of the platform is HireIQ, and it's a whole series of ways to basically create a recipe of assessments to understand more about you more about whoever you're interviewing — at speed. So we're trying to get the recruiting experience to be three, three and a half minutes. So you don't spend a lot of time with these individuals unless you're really digging in on them. And then with the candidate experience should be less than 20 minutes.Max: So the questions are not picked from a standard list. Since you're working with open answers, you don't have to use the same questions with every customer. Paul: No, in fact, they're different in virtually every customer.  There are some that seem to be universal people do want, need, to understand what your experience has been with customer support.So, if you're going to be in that customer support role, you're going to have to have some experience in sales, right? That has come up. Max: Yes. For me, it's like a yes or no answer. Have you worked in this industry before? That's usually how they ask that question in a chatbot environment. Paul: So that would be a bad question for us.What we're always going to do is ask a question that asks you to elaborate on something because we do in fact, need enough content to understand the profile. We need to have enough of Max telling us about Max to understand where Max's orientation is in terms of sharing, communicating. For the question, is he too verbose? Meaning he may be struggling with answering a particular question and trying to overanswer a question, or is it too short, meaning maybe he doesn't have the skills to think through and is that enough for this particular customer? So there are all kinds of metrics, there are cohort determined, sort of thresholds. It's really fascinating. And now we've done about, you know, close to 5 million interviews with it. So we have a really good base of understanding of how effective it is when matched with outcome data.So it's really fun stuff. Max: Does it replace, let's say the first phone call? I mean, if you're going to look at the standard recruitment process to hire it replaces the first phone call. Paul: So really what it's designed to do is give you a complete understanding. So we have customers who might do it for the engaged at the front end.We have customers for who it represents the entire interview process. So  once they've engaged, they've completed it. They have the scores, they meet thresholds. Then it's appropriate literally for the recruiter when they engage with them to close them.  You've probably experienced this, particularly with BPOs is that there's a real machine, there's a supply chain and with the attrition rates that exist, what you're working your best to do is fill training classes. And what we're doing, of course, is trying to identify people who are going not only achieve the right goals, the metrics that they're looking for, but we're also looking for folks who have an orientation, which would suggest they're going to stay longer.So that's one thing that we're doing, but because there's such a speed element, to this we are really careful about, trying to do as much as we can in a shorter period of time, giving you a complete understanding so that that particular recruiter can sell when appropriate and be restrained also when appropriate.So somebody does, you know, in the U S we have to answer, we have to give everybody the same interview experience. So that means that if you answer the first question horribly, Max, I still have to give you an opportunity with the next 7 questions I'm supposed to ask in an interview. It's a fair interviewing process, even if you disqualief yourself right out of the gate.And so one of the things about being able to acquire this information, offline and, online, as opposed to in front of somebody, it gives that particular person, the ability to advance quickly through that particular candidate and prioritize who to sell and who to, again, disengage with.Max: I understand the benefit for the candidates to do a short interview and a short assessment and get through those things faster, but it sounds like it's more than just, you know, I mean are you doing it because you get dropouts when ,people are held up more than five minutes? Or is it at the request of your customers? What's the driving force behind keeping it just two or three minutes long?Paul: Oh, I'm sorry. So the interview itself for the candidate will be as much as 20 minutes, but we're trying to keep it under 20 minutes, really because there's a falloff Max. 20 is about the cutoff. If you've seen some of the older, you know, The 1950 based assessments that had a lot of triangulation, right.You're asked one question one way and then seven questions later, you're getting the same question phrased differently in order to validate that the first question was like the second question and your answer was consistent throughout. And if you know that that's going to be an hour and a half, you really start to wonder, is there an easier way to get a job? For this wage.. Max: But time is speeding up, right? People have a lot shorter attention spans. They have multiple conversations going on asynchronously with five friends at the time. And so I expect that the 20 minutes would already be beyond the comfort zone for some people who are remote.Paul: It's very, very close. And you see what we're trying to do. It answers that question: is it enough? What we're trying to do is the open ended questions seem very much like what a typical interview would be. So tell me about yourself. Tell me about an experience that you had. What would your last employer say about you?Those kinds of open ended questions are the things that seem conversational. And allow you to expand upon yourself, but in fact are dense with data for us to help make a decision. And so the tone, the tempo, and in fact, the content is even important, but only when you know that that petitioner has an alertness and an engagement that pleasantness that you're looking for now go back and listen to those questions.Is there even more data that we can mine there? And that's why on average, it's about three and a half minutes. Because some you're just going through they didn't meet any of my language proficiency thresholds or whatever. And now we can spend a little bit more time with the particular person that I want to hire.And that would extend, you know, that's when you advance candidates and things like that, but it really is. I agree with you. I think what you're asking in that question is how do you give the candidate an opportunity to advance themselves, to tell their story? And not be too efficient in the process, that would eliminate me being able to tell enough about me. And so I think this is sort of the best of both worlds. Max: Yeah. I get the sense that 20 minutes would be annoying if I'm sitting at home and I'm applying to 10 different jobs, but yeah. If I had a sense that this company could be a fit, they are interested in me, then, yeah. 20 minutes is no problem, easy. And certainly easier than traveling physically to sites. So, have you seen the same thing as we have at Talkpush over the last few months? We've seen an increase in the volume of job seekers, an increase in volume of candidates. And how has that played out for the rest of the recruitment funnel?Is it,  becoming a problem where it just means we have too many candidates and not enough jobs to offer? What kind of dynamics does that create for your business? Paul: Well, I think for both of us, what I would say is: volume is important because volume breaks process. The more, you know, we got to a point in the U.S, our unemployment rate was down to 3%, you know, at times probably lower than that in certain places.So it was in fact hard to get enough people to interview, you know, recruiters spent most of their time trying to pull people out of other companies. And then in a matter of weeks, as we all know, it went from, you know, less than 3% too, you know, a lot. And then we're talking about 52 million people at its height, out of work needing to quarantine and work from home. So all of a sudden the opportunity to interview was greater, but the importance of identifying somebody who was really looking for that job and really engaged and would do a good job with both the hard skills and the engagement that we're looking for.What everybody's looking for, to be committed to that particular role, over the long term that became even more important. So a 100%, I agree with you that the volumes changed. And I would say, you know, in the first, because of the way we're set up and because of the way people leverage boards, that we might've seen a doubling in the first month, which probably created some concern on our part. There was actually a cost every time somebody does an interview with HireIQ, rather than it being a, you know, we do a lot of processing…Max: and because we're doing processing servers, AWS, bills go off, Google bills, come up. I had all of that happen as well. Paul: Yeah. So, that sort of evened out a little bit. And while I would say we're up. We're also going into that season, which is a ramp, right? So we're looking for a lot of holiday seasonal workers right now. So I would say we're probably, closer to where we were maybe a little bit higher, but not as dramatically higher as we saw in the first quarter after the quarantining.And we're seeing some alleviation of that. I think we're seeing some go back to physical work, but, the other part, Max's you may have an opinion on this as well, is that I don't know that a lot of people were willing to let go of their jobs. So are people artificially staying where they were highly mobile in the first quarter? All of a sudden now they're thinking, you know, it may not be as easy to get a job in the next place. So, there may be a false sense of  retention taking place at the same time. Max: Well, yeah, I guess when things heat up again, we'll see whether all those new hires in the BPO sector from the last six months, are meant to stay in those industries.I guess it really depends whether they like working from home. If they like putting on a headset and getting in front of a camera, and working on Slack, maybe it'll work out and maybe they won't to go back into the field. Like, I do not have a crystal ball for that, but, I think that some companies are making a shift towards hire anywhere and opening the talent pool so much that they're going to be able to build a very unique group of people which have defining traits, which if you remove the geographical constraints and you say, now I can have such a broader group to choose from. Then you can create new constraints.You can say, I only want people that think that way, or that have this hobby or that are very meticulous or, you know, you can be very specific and that could create, you know, some very bizarre groups of people and  that could give the economy some lift perhaps.Paul: So Max, this is an interesting thing. I absolutely loved the whole train of thought. So I have  a couple of data points on this. I had a company at one point in which I did a lot. The company had lots and lots of training, and we started to do a model, which we were trained from anywhere this go to meeting in a WebEx type zoom.It was technology, but we were sharing screens. Let's configure it this way. Now this is how you do this. This is how you do that. And one of my employees came to me and said, do you mind if I do some work? So his passion, interestingly enough, was kimonos. So he did he sold, these beautiful kimonos. He invested in them. And what he wanted to do was be able to go to these shows in Asia where all of the best would be there, he'd be able to sell his kimonos. They'd also be commercial. I said, Sam, Do you think I care where you go to a meeting or a virtual training takes place, go do what you want to do.And by the way, then being skewed 13 hours is in your best interest. Now go spend a day there and carve out the two hours you need for that particular training. Just make sure that it doesn't affect your ability to do that particular piece of work, but I just so loved this and that whole concept of displacement.If we can, and  it's happening more and more in some of our customers. Assurion one of the groups that I heard speak recently, they're doing gig work now, Max, meaning you can opt in to when you're available, you know, you've got to schedule, but sometimes it's via social media, they'll say we've got surge paying.You've got a surge wage based on how much people, how much traffic we're going to have, you know, based on, on questions, we need to answer about the Assurion products. That to me, being able to opt in, to be able to do what you're passionate about and have that feed your work day is something that I think is really important.And I think that's where you get energy, you get energy by, you know, middle of the day being able to take, you know, take a swim in a pool. I get energy. I did something recently where I went out and I hit golf balls. First time since March, I used to play golf all the time. I'd say 10 years ago.I went out and, Max, doing something physical, like that, changed, I swear it changed my brain chemistry. So I think this whole concept of displacement is one of those things that's also going to enable people to do and maintain their passions. And because of that, we may be in, you know what we're doing with call centers and delivering work to location. I literally think that's the future. I don't think  the future  like I thought the future was cell phones. As soon as you don't physically have to go pick up those yellow slips, you don't have to answer a physical phone. You don't have an extension that's tied to a location. God, the world changes and in such a great way.Max: Yeah, you were telling me how you got to enjoy more time with your family in recent weeks. Somebody was telling me recently, an article about this reverse migration, which is happening, where people are leaving the cities, and going back to where they came from, to their hometown because of this pandemic and supported through the technologies of remote work. We are seeing basically these shifts happening everywhere and people spending more time with our family. So, on a bizarre way, family values, family traditions  we'll see a resurgence as a response to this crisis.Paul: Well, I don't want to be overly optimistic. Look, I think everybody's been through a trauma. And so, one of the things that I'm doing as a CEO, I'm sure you're doing it is giving people some room. Right? I want people to make sure that they... look, I have an employee who has three kids at home, all under the age of 10, who she's starting zoom meetings with, in three different rooms for children.There's a kindergarten class going on. There's a second grade craft class. There's a third grade class, all her room, she and her husband are working at the same time. It is insane what we're piling on people at the same time.Max: And the bandwidth. Paul: That's exactly right. So that's the other thing right? We didn't talk about this, but it's interesting. I read an article last night about why this is different. And this particular article was why New York city would never be the same. Because just as you said, there's an exit, maybe a million people have left New York city. The rates, the rental rates, the buildings that are empty relative to where they were.But, we saw something like this in 2001, with 911, we saw something, you know, we've had these, national crises in the U.S. 2008. And the contention was why this is different than those other times is because bandwidth exists right now. Bandwidth exists like it's never existed before.So now you have private equity guys that don't physically have to be in New York City, because it doesn't matter that you're physically there to run into somebody because that person may in fact not be there. So when people were telling me, and in fact, during this period, they said, they'd be traveling. I said, well, that's good that you're traveling. Are people willing to meet with you? Which is the other side of the equation, right? It's one thing for you to be willing. It's a second part altogether once you land in a city, are people willing  to meet with you? That will change. There's no question, but, I think some of the positive of that and believe me, I'm sure if you're a real estate magnet in New York city, you're super concerned about this. But, I think the freedoms that it provides for individuals is particularly engaging. It's an interesting thought. Let's put it that way. Max: Oh, if you're, if you're a real estate magnet in the suburbs, well, you're doing well. Anyway, we're going to a more realistic conversation because that will alienate my audience 100%. Paul: But the other part to that, but I would say, listen,  the thing that I get excited about is the options it provides. The reality is I think so you can follow those kinds of things in any direction.The reality is we need human interaction. You and I like to do what we do. I want to meet you. I want to run into you, I want to see you compete at a technology showcase. Those kinds of things stimulate me. So I don't think there's any chance that we don't go back to some more normalcy and sooner than later, more 2021.But I think taking a moment and understanding the lack of distraction. Which really is the way I described it early in this was, there was no sports. There were no, you know, the activities themselves that would typically take me off center or off of focus were gone. And so now I had family to focus on.Now I had what's next for the business. Now I had what's best. So I think the lack of distraction helps us to focus. Max: Yes. I see. I think that you were talking before we started the interview about the fact that, you're going to look for a different type of worker the call center worker working from home needs to be self motivated, autonomous and so on.If someone is now at home unemployed and is able to find, well, by force needs to find employment of that sort and then by force needs to build certain life habits around that. And then actually it gets through it and realizes, oh, this works. I can put in 5- 10 hours of uninterrupted work in a day if need be.And now you've unlocked something in him or her that they can carry for the rest of their lives, potentially that sense of autonomy and that ability to manage your day. That becomes something you can keep Paul: It's a freedom and it's magnificent. So rather than your work being dependent on your relationship with your employer or your boss in front of you, you're focused on becoming valuable, is your ticket to the next role that you have or greater responsibility or in frankly being as engaged in your passions and things outside of work could in fact, energize that in a way that we might not be able to today. I promise you, nobody's complaining about the lack of traffic.Max: Well, one thing, one thing I do complain... I still hear some people ask me, Max, you've got so much experience working with remote teams, distributed teams. How do you check on them? And like you just totally missed it. You don't. You're rethinking about what your job is as manager. But that question still comes up so often.Paul: Here's how I keep in touch with them. I engage with them on how do we make what you're working on better? How can I help? And then they'll tell me. Max: Yeah,  there are certainly a few ways.I'm sure some, some of my employees will listen in and think that's too engaging. But, it's great to see how your business has evolved over the years. I hope that we can be part of this bright future. And have more of these partnerships as we've had with some of our customers where they integrate your assessment platform with our, conversational chatbots and engagements to take care of the whole workflow.So if anybody's listening you want to match our two technologies. They work very well together and thank you very much, Paul, for joining me today. Paul: Maxm I love it. And I appreciate  your engaging in conversation with this. I love Talkpush, I always have, and I love in particular the fact that you're doing what many other people would be required to do.So being able to get out in front. Engage those people to make sure that they stay in touch and then keep that information about them. Just, you know, in a way that really becomes a system of record for employment. So, we're thrilled to be working with you. Thank you very much for your time today. And, we're partners, so anything that we can do to help you we're available.Max: Thanks. Paul, we'll both continue burning resumes and replacing them with conversation. Paul: There's a whole discussion about bias and all of the other things that we really should talk about it some time. But, I think the answer is engagement and we're both doing everything we can to enlighten people about who they're talking to and why they'd be a good fit.Okay. We've got the topic for our next interview, it will be about bias. Maybe we'll wait a few months for that one. Paul: And so we'll give people some time.Max: And the topic may be a little bit less dangerous in a few months time. Paul: Yeah. I think there'll be more light at that point.Max:  Great. Thanks Paul. TPaul: Thank you, max. That was Paul Noone from HireIQ, a company, which has figured out how to measure the empathy, warmth, and care of a voice and allows employers in the call center industry to evaluate those voices in a scalable way. If you liked the interview and you'd like to hear more about some of the movers and shakers from the high volume recruitment industry, please subscribe to our podcast and share with your friends.

In Nationwide at 5 on April 15, 2020, Hosts Cliff Hughes and Danielle Archer speak with Senior Vice President and Chief of Staff for Latin America & Caribbean Operations for Alorica Inc., Jose Ramirez. So far, 52 of Jamaica's confirmed cases of COVID-19 are linked to the Alorica Call Centre in Portmore, St. Catherine. Prime Minister, Andrew Holness, has instructed the authorities to conduct a thorough investigation, and lay charges where necessary.

Colson Hillier is the Chief Marketing Officer at Alorica, based in New Jersey, US. Alorica is a global CX company with over 100,000 employees - the largest CX specialist based in the US. Colson talked on this podcast episode about the need to manage automation projects and digital transformation. https://www.linkedin.com/in/colsonhillier https://www.alorica.com

The IAOP SRO Chapter held a webinar August 20, 2019 on The Evolution of Socially Responsible Outsourcing and why it is relevant now more than ever. Socially Responsible Outsourcing (SRO) can trace its origins back 75 years, but integrating SRO concepts and policies today can still be a challenge for BPO buyers and service providers. IAOP’s SRO Chapter presented a panel event to discuss how to implement SRO, why it matters, and examples of how it’s being implemented in today’s largest organizations. Attendees joined representatives from Microsoft, Sprint, Alorica, and others to learn how and why to begin their SRO journey.

Both CCW and Alorica are celebrating their twentieth anniversaries. As part of the occasion, Alorica president Colleen Beers joins our podcast to reflect on the past two decades of customer contact. How have customer demands evolved? Which technologies have changed the game? Beers also looks toward the future of the space, while commenting on the importance of women-in-leadership initiatives.

Chris Crowley, Chief Commercial Officer of Alorica, discusses how his company approaches operational improvements and the use of artificial intelligence in the telemarketing industry. See acast.com/privacy for privacy and opt-out information.

Andy Lee founded Alorica Inc. in 1999 and serves as its Chairman and CEO. Guided by his desire to improve customer experiences and his entrepreneurial talents, he has become one of the leaders in the service and support outsourcing industry. He conceptualized and developed one of the original cloud-based Software-as-a-Service customer contact management applications that integrated contact center operations, returns management, and e-commerce. Andy has also served as an executive at Advanced Membrane Technology, CTX Data Services, and Gateway. He holds a Bachelor’s degree in Business and Finance from the University of Southern California. Alorica is a “BPO - ‘Business Process Outsourcing’ company or ‘a customer experience provider’. Alorica specializes in attracting, developing and performance managing people.” Regardless of the work, they can put more effort into these areas on a large scale. With over 100,000 employees, you may find yourself talking with one of them often. For example, if you call a wireless provider to discuss the bill or if you call an online company, then you might be talking with them. Calling a healthcare plan, you are probably speaking with someone from Alorica. Companies do not provide this service themselves because as they evolve they find that they want to focus on what they do best – so they employ Alorica to handle their companies’ clients through multiple modes – staffing, technology and a general provider of skilled labor to solve problems.  Alorica has “chosen to be great at the science and the practice of attracting, developing and performance managing people. What are the skills set needed for the future? You need to be able to study work flows to be able to apply logic, process and engineering The part of the workforce that are currently on the phones, in the future will need to be able to answer more complex questions. This will require people to listen carefully and understand the context to the situation and apply logic to the context. They will have to use critical thinking. How does Alorica teach? Micro learning – 5 – 10 minute bursts of learning People retain 20% more information and they eliminate retraining by 80% by using these short burst videos with higher retention and less retraining Role playing  - the ability to talk through scenarios in group settings Alorica Academy teaches leadership skills Alorica language institute teaches people English and cultural context What you will learn in this episode: How organizations can use Alorica The impact AI and Automation will have on businesses like Alorica Why Andy feels the AI hype is not based in reality Andy's perspective on Glassdoor ratings, along with internal surveys How Alorica is investing in microlearning What skillsets are needed for the future Contact: Andy Lee on LinkedIn Website: http://www.alorica.com/   This episode of The Future of Work Podcast was made possible by our friends at ServiceNow. Please show your support by checking out the great work they are doing!   Give employees the service experience they deserve because everyone deserves great experiences at work. Eliminate frustration and improve employee satisfaction with a single access point for efficient, personalized HR services. ServiceNow helps you put service at the heart of your business. Start today.

Ryan O'Donnell - the Host of PeopleTalk - talks with Jeff Luttrell at Alorica about High Volume Recruiting and Employee Referrals on this episode of PeopleTalk. This episode is proudly sponsored by EmployUs. EmployUs is building a people success platform to help companies recruit and retain their employees. Find out more about EmployUs by visiting their website www.employus.com

Adam Glassman is the global Recruitment Strategies Manager at Alorica, a multi-national organization of 100,000+ employees. He is also a featured author for Undercover Recruiter where he has written some very interesting articles about employer brand. Questions for Adam: Who are you and what do you do? What is your definition of employer brand? Why is this important and why now? What is the secret sauce to a brilliant employer brand? What are the 5 ways to make sure you ruin your employer brand? What are the best ways to measure employer brand ROI? What is Glassman’s take on Glassdoor? Alorica is not a top performer on Glassdoor - any comment? What other companies are doing it right? What’s the next big thing for employer brand? Where can people connect with you? Full show-notes here: http://employerbrandingpodcast.com

After being away for 2 weeks, the club touch on how boosting and stealing in the South is at an all time high. Lil Stacey showcase his singing voice, Trixie still hasn't received her coins from Alorica and much more.

A Success Formula – How to Coach and Develop Discretionary Effort From the coaching perspective, learn how each employee is unique and valuable through their behaviors. As a coach use this knowledge to guide them through important transformations toward top performance. Dave Gregory is the Director of Management Training and Leadership Development for Alorica. He and his team support more than 4,800 leaders who in turn support more than 48,000 contact center associates over 73 sites around the world. He focuses on creating positive change that aligns behaviors with the strategic vision and creates positive results. Dave’s team in 2014 delivered measureable results for programs in financial services, healthcare, telecommunications, entertainment and hospitality, and other industries which exceeded $66.8M in attrition savings and another $90M incremental revenue generation. The return on investment of Dave’s team exceeded $315 for every $1 invested in 2014. With more than 25 years of experience in the call center industry, Dave has held positions in nearly every aspect of the contact center supporting Work Force Management, Operations, Training, and Human Resources and is dedicated to delivering measurable results through a focus on Attitude, Skills, Knowledge, and Goal Setting.