Qualfon

Qualfon is heading to CCW Vegas, and Jenn Di Tirro is moderating a panel on what it actually takes to innovate CX in highly regulated industries. "AI with Guardrails: CX Innovation in Highly Regulated Industries" brings together banking, financial services, insurance, and healthcare executives for an honest conversation about what's working, what's stalled, and what's delivering real business impact. Gene Kropfelder leads customer care operations at Ally Bank, combining analytics, innovation, and human-centered leadership to improve service delivery and customer experience outcomes. Joshua Banks, MBA, PMP, CPCM directs sourcing and procurement for third-party contact center operations at USAA, where his work centers on driving operational value through advanced analytics and robust relationship management frameworks. Allen Crane is an operational excellence and strategic analytics executive at GEICO, where he translates complex data into operational improvements, revenue growth, and strategic transformation initiatives. Corey Huckabey leads customer experience at Cardinal Health, designing systems that improve outcomes and strengthen culture while keeping people at the heart of the work. 📍 June 24, 2026 | 11:00 AM PST | Las Vegas, Nevada #CCWVegas #CustomerContactWeek #CustomerExperience #CX #AIinCX #RegulatedIndustries

It's Mission Monday! This week’s feature is about investing in people by building pathways, in the words of Qualfon's Chief Mission Officer, Roberto Sanchez Mejorada. Roberto shares what happens when you focus on more than just filling seats. He also explains how an investment in people creates a transformation that extends far beyond individual careers. Read the full blog post: https://hubs.la/Q04h1xS70 #MissionMonday #PeopleFirst #CareerDevelopment

"Churn is a symptom before it's a statistic." Qualfon's Chief Client Officer, Kristen Hein, wrote about what customer retention actually measures, why most churn traces back to operational failures rather than product ones, and what the strongest contact centers do differently. Read the full blog: https://lnkd.in/gPxA_nXQ #CustomerRetention #CustomerExperience #CX #ContactCenter #BPO

Imagine spending nearly 19 minutes on a call that should have taken just a few minutes... A cybersecurity software provider’s customers were dealing with that very thing and far too often. Account update requests made up 34% of total call volume, so this type of call should have had a standardized script. Because it did not, associates often needed to transfer callers, resulting in customers bouncing from one associate to the next just to get basic issues resolved. Qualfon's Quality Analytics and Insights team identified the issue, implemented changes, and saw results in just 4 weeks. Handle time dropped 36%, which led to a reduction in monthly labor costs of approximately $9k, saving the client $41K annually. Read the full case study: https://hubs.ly/Q04gtTGx0 #CustomerExperience #CallCenter #ProcessImprovement #CX

It's Mission Monday! This week, we're highlighting the Give pillar of our Mission Program through a partnership that has grown stronger over five years. Qualfon has partnered with the Sisters of the Donum Dei Society since 2021, supporting their work in Manila, Philippines. Each month, the Sisters provide hot meals, food packs, and prayer sessions to over 100 street dwellers. Our teams contribute through rice donations, volunteer hours, and hands-on participation in their outreach efforts. The Sisters run L'Eau Vive restaurant, which serves both physical nourishment and a space for spiritual peace. Their approach aligns with our commitment to making each person's life better through service that meets people where they are. This partnership has become part of how we give back. Our associates volunteer regularly, and we've brought clients into the community experience to expand the impact. Five years in. Making a difference together. #MissionMonday #GiveBack #CommunityService #Manila

It's Mission Monday! This week, we're featuring how our Latin America leaders came together to align on what's next. Following our Annual Summit, Qualfon's Latin America leaders convened in Mexico for a strategic alignment session. Jordane Sandoval, VP for Operations, led the group as they reflected on regional growth priorities and discussed how to balance innovation, operational excellence, and our commitment to care. The conversations were open and purposeful. Leaders shared insights across markets, services, and functions, exploring opportunities and aligning on clear next steps. The strength of collaboration across teams reinforced what makes regional alignment work. When people come together, strategy turns into action. The playful finger hearts in the photo capture the collaborative spirit that defined the session. #MissionMonday #Leadership #RegionalAlignment #LatinAmerica

Most organizations don't evaluate their lead vendors nearly as thoroughly as they should. Graylon D. Perkins, Qualfon's VP of Performance Marketing, put together a checklist of 20 questions FMOs, IMOs, and agencies should be asking before they buy, covering compliance, lead intent, ROI, scalability, and transparency. If you're evaluating a new vendor or want to pressure-test your current ones, this is worth bookmarking. https://hubs.la/Q04dStrT0 #MedicareLeads #LeadGeneration #MedicareInsurance #InsuranceMarketing #FMO

It's Mission Monday! This week, we're featuring 16 years of leadership built on empathy, innovation, and removing obstacles. Meet Bill McGrath, Senior Director of Customer Experience at our Orlando site. Over his time at Qualfon, Bill has led complex client engagements in health insurance customer service, where his focus on collaboration and active listening drives process improvements and excellent customer experiences. His approach is straightforward: remove obstacles so his team can continuously exceed partner expectations. Bill believes in leveraging technology, but more importantly, in investing in people and helping associates develop and find their full vocation. At our recent Annual Summit, Bill was recognized with the CEO League of Excellence Award. #MissionMonday #LeadershipDevelopment #CustomerExperience #PeopleFirst

We're live at LeadsCon in Las Vegas! Ike Ahmed, Maria Tenaglia, and Jeff Farr are at Booth #256 at the MGM Grand through April 24. If you're at the show, stop by. We're talking pipeline health, lead quality, and what it actually takes to hit your revenue targets. The conversation is worth having before you miss another number. #LeadsCon #RevenueOperations #RevOps #LeadsCon2026

It’s Q2 and AEP prep season is here. April through June is the window that separates organizations that glide through AEP from the ones scrambling in September. Check out this Q2 checklist for FMOs, IMOs, and agents — covering CMS compliance monitoring, product forecasting, data hygiene, agent development, and budget alignment. Read the accompanying blog post on our site: https://lnkd.in/g_ZBsuST #MedicareInsurance #InsuranceMarketing #AEP #PerformanceMarketing #LeadGeneration