Deep CX: My Discussion with Lucas Fuentes, Vice President of Training & Development at ONQ

by Amy Bennet in Amy Bennet, Contact Center Coaching, Podcast


I’m so excited for you to listen to our latest episode of Deep CX: A Blue Ocean Podcast. I got to sit down with Lucas Fuentes, Vice President of Training & Development at ONQ, a global leader in outsourced revenue cycle management.

With employees in Panama, Kenya, and India, ONQ handles complex business processes for healthcare billing and a lot more, which means the work Lucas and his team do to prepare employees for the frontlines is mission critical. Lucas himself is an international award-winning training executive with a law degree from Universidad de Panamá. He is also one of the most engaging presenters we’ve ever seen, with a unique and hilarious approach to work and life. In fact, it’s no exaggeration to say that he stole the show at the 2021 Contact Center World Best Practices Conference, where he truly engaged and captivated his audience—in a virtual setting, no less! No wonder they awarded him the title of World’s Best Contact Center Trainer that year.

That’s one of the main reasons I couldn’t wait to talk to Lucas. I was dying to know how he approaches his virtual trainings and how he manages to leap off the screen into people’s remote lives with such ease. It’s no easy feat to reach your entire workforce in that way, especially when you consider the cultural divides that can occur with employees across Panama, Kenya, and India. But, as you’ll hear in the interview, Lucas enjoys getting to know people more than almost anything, making him all the more effective at his job. He’s exactly the kind of person I’d hoped to talk to when we started Deep CX.

We thank Lucas for sitting in with us, and we hope you enjoy the episode!

Listen to Amy’s chat with Lucas Fuentes on Apple Podcasts, Google Podcasts, or Spotify!


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