by Jordan Mulford | May 8, 2026 | Leadership, Press Release
May 2026 – CBE Customer Solutions is pleased to announce the arrival of Isaac Major as the new Vice President of BPO Growth. In this role, Isaac will lead strategic sales efforts, expand enterprise partnerships, and drive growth across CBE Customer Solutions’ BPO portfolio.
Isaac brings more than ten years of experience as a customer experience and operations leader, helping organizations scale through smarter service delivery, data visibility and operational alignment. Working closely with logistics, financial services, and high-growth companies, he specializes in connecting operational execution with financial outcomes across both customer facing and back-office functions.
Known for crafting innovative sales strategies and managing complex deal cycles, he has a proven track record of spearheading U.S. market expansions, managing multimillion-dollar pipelines, and delivering double-digit revenue growth for organizations ranging from startups to global enterprises.
“Isaac brings the kind of drive, relationship focus, and industry expertise that makes an immediate impact in sales leadership,” said Erica Parks, President and CEO of CBE Customer Solutions. “He understands how to build trust with clients, identify opportunities, and create solutions that deliver real results. His energy, strategic mindset, and commitment to execution make him a strong addition to our team, and we are excited to have him at CBE.”
Major shared his thoughts on CBE’s mission and future: “What stood out to me about CBE is how it pairs long-standing stability with a genuine commitment to customer care. Even in my first few days, it was clear the company takes a proactive approach to supporting clients’ customers—prioritizing long-term outcomes over short-term cost cutting. That combination of experience, culture, and forward thinking positions CBE well for continued growth as a trusted partner in highly regulated industries.”
Isaac’s appointment reflects CBE Customer Solutions’ continued investment in experienced leadership as the company expands its BPO capabilities and deepens relationships with enterprise clients across industries.
About CBE Customer Solutions
CBE Customer Solutions is a premiere provider of customer experience and business process outsourcing services, delivering tailored CX strategies, agent development programs, and technology-forward solutions for clients across a range of industries. A subsidiary of CBE Companies, CBE Customer Solutions is headquartered in Cedar Falls, Iowa. Learn more at https://cbecustomersolutions.com/
by Jordan Mulford | Apr 28, 2026 | Press Release
FOR IMMEDIATE RELEASE
Cedar Falls, IA – CBE Customer Solutions is proud to announce that Erica Parks, President and Chief Executive Officer, has been inducted into the University of Northern Iowa (UNI) Women Business Hall of Fame. The honor recognizes distinguished UNI alumni who have demonstrated exceptional leadership, professional achievement, and a lasting commitment to empowering others in business.
Parks earned her Bachelor of Arts in Accounting with a minor in Finance from UNI in 2010 before completing a fifth year to obtain her CPA certification. She later added an Executive MBA from the University of Iowa in 2019.
At CBE Customer Solutions, Parks has built a distinguished career spanning multiple disciplines and levels of leadership. Rising from Controller to Chief Financial Officer and ultimately President and CEO, she has guided the organization through sustained growth while reinforcing the company’s commitment to compliance, integrity, and exceptional client outcomes.
“Erica’s induction into the UNI Women of Business Hall of Fame is a moment worth celebrating and frankly, one that comes as no surprise to anyone who has had the privilege of working alongside her. She leads with heart, integrity, and an unwavering belief in the potential of the people around her. Her journey from UNI graduate to CEO is a testament to what excellence and authenticity can achieve, and her impact on this organization and the people in it is far from finished. CBE Customer Solutions is incredibly proud to celebrate this recognition alongside her,” said Dr. Albert Smothers, Chief People Officer at CBE Customer Solutions.
Beyond her executive responsibilities, Parks remains deeply committed to mentoring the next generation of business leaders, advancing opportunities for women in the workplace, and leading with authenticity. Her recognition reflects these values and her ongoing dedication to lifting others as she rises.
CBE Customer Solutions is honored to celebrate this achievement alongside Erica and congratulates all inductees recognized by the UNI Women Business Hall of Fame.
About CBE Customer Solutions
CBE Customer Solutions is a leading provider of contact center and customer experience solutions, committed to delivering compliant, people-first service on behalf of its clients. As a subsidiary of CBE Companies, CBE Customer Solutions combines decades of industry expertise with a culture rooted in integrity, innovation, and exceptional outcomes.
by Jordan Mulford | Nov 13, 2025 | Blog, Telecommunications
Telecom providers know the story all too well: one outage, new product launch, or billing cycle can send call volumes soaring overnight. Customers want answers now, not later – and when they can’t get through, frustration builds fast. Each missed call isn’t just a lost opportunity; it’s a hit to brand trust.
At CBE Customer Solutions, we help telecom providers prepare before the surge hits. Because your customers don’t measure success by what happens when things go right, they measure it by how you respond when things go wrong.
Turning Spikes into Seamless Support
Managing fluctuating demand requires more than extra headcount; it requires a partner that understands the rhythms of your business and can scale in sync with them. CBE’s telecom programs are built for responsiveness, resilience, and reliability. We combine advanced forecasting, flexible staffing models, and real-time analytics to make sure customers never feel the surge.
Here’s how we do it:
- Scalable Staffing: Quickly ramp up trained agents who understand telecom customers, policies, and tone.
- Omnichannel Coverage: Meet customers where they are – phone, chat, email, or SMS – for consistent coverage.
- Smart Routing and Forecasting: Predict spikes before they happen, route calls intelligently, and keep wait times low.
- Compliance-First Operations: Every interaction is protected by strict data security, QA oversight, and regulatory alignment.
The result? Faster resolutions, lower abandon rates, and a customer experience that stays reliable, even during high call traffic.
Culture Aligned Teams That Feel In-House
Your customers should never feel like they’ve been handed off to an outsourced provider. That’s why CBE integrates deeply with each telecom partner’s brand, tone, and values from day one. Every agent is trained to sound and service like part of your internal program. Our supervisors and QA teams stay closely connected to ensure conversations reflect your standards and meet customer expectations every time.
Technology That Keeps Conversations Flowing
Modern telecom support requires more than manpower. Our integrated technology stack enhances visibility, reduces manual effort, and improves both customer and agent experience.
- AI-Enabled Monitoring: Detects patterns in real time to adjust staffing and support channels.
- Analytics That Drive Decisions: Turn customer feedback and performance metrics into actionable improvements.
- Secure Infrastructure: Every tool, from call recording to ticketing, meets or exceeds industry compliance standards.
With CBE Customer Solutions, technology empowers people rather than replacing them, so support remains personal, precise, and fast.
Partnering for What’s Next
Call surges always happen. The difference lies in whether they become bottlenecks or opportunities to prove reliability.
CBE Customer Solutions helps telecom providers stay one step ahead with proactive planning, scalable operations, and culture aligned customer care. When the next spike hits, your customers won’t remember the wait, they’ll remember how quickly and confidently you responded.
Ready to handle your next call surge with confidence? Let’s build telecom support that keeps customers connected, no matter how high the volume.
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by Jordan Mulford | Nov 11, 2025 | Blog, Financial Services
In financial services, compliance isn’t optional, it’s the operating system. Every disclosure, verification step, and audit trail is designed to protect consumers and preserve trust. But for many institutions, that same structure can unintentionally slow service, add friction, and leave customers feeling more processed than protected. From account verification delays to complex language, regulations make even the most routine interactions feel like a chore. And yet, customers expect speed, empathy, and clarity, regardless of how complex the rules behind the scenes may be.
When Compliance Builds Trust
At CBE Customer Solutions, we help financial institutions close the gap between compliance and connection. Our philosophy is simple: when compliance is built into your culture, it becomes a trust driver, not a barrier.
Our teams are trained to understand the intent behind the regulations, not just the letter of the law. That awareness changes how service feels. Customers no longer experience compliance as a checklist, they experience it as care. Whether the interaction involves (double check these are right) PCI DSS data protocols, GLBA protections, or CFPB oversight, our approach ensures every moment of compliance and also reinforces your brand’s reliability.
Protecting with Precision and Empathy
We design customer programs that meet the strictest financial regulations while preserving the human touch that builds loyalty.
- Culture-Aligned Training: Agents are immersed in your brand tone and customer promise before handling a single call, ensuring compliance is never scripted.
- Built-In Oversight: Governance boards, audits, and reporting ensure every compliance measure is embedded into daily operations, not added after the fact.
- Empathetic Delivery: We equip teams to explain complex information in plain language, helping customers understand their rights, not just sign off on them.
It’s how we turn the fine print into a conversation of trust.
Clear, Compliant, and Customer-Centered
When compliance and CX work hand in hand, financial institutions gain more than risk protection, they earn customer loyalty. Every transparent process becomes a reassurance. Every compliant action becomes a moment of trust.
At CBE Customer Solutions, we help banks, credit unions, and financial organizations deliver customer experiences that are secure, compliant, and frustration-free.
by Jordan Mulford | Nov 4, 2025 | Blog, Utilities
Restoring Trust in Every Interaction
Utility customers expect reliability, not just from the power grid or water supply, but from the people behind the service. Yet too often, customers feel left in the dark when it comes to billing, outages, or account resolution. Lack of transparency, long hold times, or inconsistent communication can quickly erode trust. For providers, this doesn’t just mean frustration, it means churn, reputation risk, and growing regulatory scrutiny.
At CBE Customer Solutions, we know that rebuilding trust in utilities begins where customers need it most: in every conversation.
Transparent CX Rooted in Culture and Compliance
As expectations rise, the difference between confusion and confidence lies in how clearly and compassionately support teams communicate.
CBE Customer Solutions helps utilities build transparent, people-first service programs that make customers feel informed, respected, and heard without compromising compliance or operational efficiency.
- Culture-Aligned Communication: Every agent is trained to represent your tone and values authentically, so your customers experience consistency across every touchpoint.
- Compliance-first Operations: From data security to regulated disclosures, our programs are designed to protect both the customer and your organization.
- High-Touch Oversight: Our boutique model ensures supervisors, QA teams, and client leads stay closely connected to your brand voice and performance metrics.
We help utilities transform service interactions from transactional to trust-building, because transparency isn’t just good service, it’s good governance.
Bringing Clarity Back to the Conversation
We believe confident customers start with confident teams. That’s why our approach to utility support goes beyond scripts or metrics, it’s built on clear communication, operational transparency, and cultural alignment.
When a customer calls, they’re often frustrated, confused, or anxious about something outside of their control. Our job is to make that experience simple, honest, and reassuring. We do that by ensuring every representative speaks your language while backed by robust systems that protect both data and trust.
At CBE Customer Solutions we:
- Equip teams with real-world context so they can explain issues clearly, not just read from a script.
- Empower leaders with visibility into performance and compliance dashboards that make oversight easy and actionable.
- Enhance accuracy and consistency through smart technology that supports (not replaces) the human element.
- Evolve with your customers, using data insights and feedback to refine how information is shared and how confidence is built.
This isn’t outsourcing; it’s partnership. Together, we create experiences that leave customers feeling informed, respected and reassured, because clarity shouldn’t be optional in a regulated world.
Every Call Builds Confidence
When customers reach out, they’re not just seeking answers. They’re seeking reassurance that their provider is listening, informed, and dependable. At CBE Customer Solutions, we help utility providers turn every action into an opportunity to strengthen that trust. Through transparent communication, culture-aligned teams, and compliance-first operations, we deliver service experiences that transform confusion into confidence. Together, we’ll help your customers feel informed, valued and secure, because when clarity leads the conversation, trust naturally follows.
