News Americas, FT. LAUDERDALE, Fla., Sept. 08, 2026: iQor, a global leader in customer experience business process outsourcing, today announced the launch of its global Gaming Center of Excellence in Trinidad and Tobago. The new center serves as the flagship hub for iQor’s expanding global Gaming Practice, anchoring the leadership that oversees gaming delivery across Egypt, the Philippines and Colombia. The center features a new gaming-native Player Support program for one of the world’s leading video game publishers.
The launch reflects iQor’s growing investment in specialized customer experience solutions for the gaming industry, where player expectations continue to rise alongside the complexity of live-service titles, cross-platform and mobile-first experiences and global gaming communities. Retaining and engaging players is now as critical for publishers and studios as acquiring them, making Player Support a critical function that goes beyond resolving issues to protecting player trust, engagement and long-term loyalty.
iQor’s Gaming Practice brings together Player Support, Trust and Safety and content moderation, player insights and technology-enabled operations to help publishers create more connected player experiences. The Trinidad and Tobago Center of Excellence is designed specifically around the needs of players, with specialists who understand games, gaming communities and the emotional connection players have with their progress and experiences.
Team members are selected not only for their customer service capabilities, but also for their gaming experience, critical-thinking skills and ability to communicate naturally and authentically with players. Training consists of hands-on game and platform immersion, simulated player interactions, technical troubleshooting and empathy-based resolution practices.
“Players know right away whether the person helping them truly understands their game,” said John Pompei, gaming industry veteran and vice president, Gaming Practice at iQor. “We built this program around people with real gaming knowledge and hands-on training, because great Player Support is about more than resolving an issue. It’s about protecting a player’s progress, building trust and strengthening their connection to the game.”
As part of its investment and commitment to serve the gaming industry, iQor built dedicated gaming stations within its Trinidad hub, giving Player Support specialists hands-on access to the games, consoles, PCs, mobile devices, peripherals and platforms players use. Located near the production floor, the stations enable specialists to play, test and navigate common player scenarios firsthand, building deeper knowledge of the in-game player experience and greater credibility in support interactions.
The Trinidad-based team assists players with account access, game progression, missing content, purchases, technical issues and other challenges that affect gameplay.
Structured quality management, coaching and operational insights continuously strengthen the player experience, with the ability to incorporate AI-enabled capabilities as the partnership evolves and the publisher’s needs grow.
iQor selected Trinidad and Tobago as its global Gaming Center of Excellence based on the market’s customer experience talent, cultural alignment with North American players and ability to scale with game launches, live events and shifts in player demand.
As iQor’s global Center of Excellence for gaming, Trinidad and Tobago is where the strategies, training models and operational playbooks powering iQor’s Gaming Practice are built and refined, then deployed across the company’s broader gaming footprint in Egypt, the Philippines and Colombia, where teams support live-service and console gaming clients across more than 20 languages, including a leading global console manufacturer.
Beyond its delivery operations, iQor is deepening its presence in the gaming industry as a sponsor of the Live Service Gaming Summit | Game Publishing, Marketing & Community UK 2026, Sept. 8-9 at the Millennium Gloucester Hotel and Conference Centre in London, UK. Pompei will join Jonathan Shroyer, senior vice president, Gaming and AI at iQor, on stage in a session titled Your Player Doesn’t Know Your Org Chart – Why Connected Player Intelligence Is the Next Operating Model for Gaming to discuss how iQor helps gaming companies strengthen player loyalty through player support, trust and safety, community engagement and AI-powered insights that turn player interactions into opportunities for retention and growth.
About iQor
iQor is a trusted partner in customer experience solutions for global brands and a portfolio company of Mill Point Capital. With 45,000 employees across 10 countries, iQor combines three decades of expertise with AI-driven innovation to optimize performance across the entire customer lifecycle. Through its three delivery pillars — Grow, CXBPO, and infinityAiQ — iQor delivers scalable solutions that drive acquisition, engagement, and retention. Powered by advanced analytics and a people-first culture, iQor transforms customer interactions into measurable growth. Recognized as a Great Place to Work® and a leader in CX excellence, iQor empowers brands to grow smarter. Learn more at iQor.com.
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