Join us in highlighting our incredible customer experience team as we introduce Kevin McCoy, our trusted Product and Implementations Specialist in the United States.
What is your background and how did you get interested in Client Experience?
My primary focus of study was Psychology and Communications at university as I wanted to hone my intrinsic ability for understanding people and their motivations, as well as being a good communicator. Computers and technology, though, were always a hobby interest.
I have always enjoyed talking with people and helping them solve problems. This eventually turned into a career when I began working at an upstart transcription technology company called Dataworxs Systems Ltd. I started there in customer implementation, training, and support. As we were a smaller company, I performed additional duties of QC testing of new releases, dealer tech training, and assisting in product development. I used to say, “I do a little of everything except sales and coding.”
I started working for VIQ Solutions after they purchased Dataworxs. In short order, I began to help shape the Netscribe project into a ready for consumer release product. I was initially involved in end-user support for the Netscribe platform, and later transitioned into Implementations.
What are your roles/responsibilities at VIQ?
Primarily my duties involve the implementation of customers on the Netscribe and Netscribe Connect platforms. These can be migrations from other systems, new customers for our internal transcription production, resellers, or platform customers who wish to use Netscribe for their own transcription processing. I also assist with new products and feature testing where needed.
My chief focus for all duties is on insuring that the client’s experience is the best it can be, and that the solutions we offer not only meet, but exceed, their needs!
What do you enjoy most about working at VIQ Solutions?
Teaming up with the implementations team, as well as across different departments from Billing, Development, Support, and Production, is what I enjoy most. VIQ has an extremely talented, creative, and diverse staff. It is a pleasure to collaborate with them every day and achieve remarkable results together as a team!
What are you most proud of/most interesting project?
Easily the still-evolving Netscribe platform. Having been involved in its creation and design process from the initial stages of its development — being directly involved in shaping its early evolution — to now, seeing what it has become is a constant source of pride.
Starting in the early days of basic functionality and features, getting it ready for production and consumer use, and its fully featured now with AI integration, multiple system integrations, and a global footprint – it is amazing what the product has become.
What are your interests and/or hobbies outside of work?
In my down time, I will often listen to music and do odd projects around the house. Sometimes I will pull a guitar down and play for an hour or two. I also enjoy taking walks along the nearby river trails and enjoying the natural surroundings. My area has a thriving food truck scene which grants the opportunity to try cuisine styles from all around the globe! My true passion, though, is playing ice hockey two- or three-times a week. These games are frequently late at night, which can make getting up for work the next day challenging, but thankfully, there is always an espresso or café au lait to get me into the office on time.
What does providing a good Customer Experience mean to you? Why is it important?
It all starts with listening. Truly listening to, and understanding, the customer’s wants and needs is vital to providing a good customer experience.
Understanding and meeting those needs is crucial because it means the customer will succeed. When they succeed – we succeed. Nothing pleases me more than to be able to say to a customer: “Yes. We can do that.”
What do you believe sets VIQ apart from others in the industry?
We are a perfect mix of technology and service, with a highly skilled, forward-thinking workforce that backs both. This allows us to be nimble in our approach to solving what ails the customer.
What are your goals and aspirations for the future, both in your personal and professional life?
Personally, I plan to travel to see family and friends. Staying connected is especially important to me.
Professionally, the process of product development intrigues me. This makes sense as I am currently moving upstream in the river of Client Experience.
Thank you for taking the time to learn more about our client experience team.