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Aditya Cakrawidya
Assistant Vice President IT
Yudha Satya Perdana
Service Quality & Development Head
Chai Domingo
Director, Contact Center
Rory Aditya
Manager Digital Service of Retail Customer Care

Article : Gregory PetitBon, Manager - Workforce Analytics, Blue Cross Blue Shield of Rhode Island Shares His Thoughts On Contact Center Best Practices

Gregory PetitBon of Blue Cross Blue Shield of Rhode Island, a provider of health insurance to Rhode Islanders for more than 70 years, will be competing for a World Championship from in Las Vegas in November of 2014. We caught up with him and asked honest questions about his experience at the Americas conference.
Here is the full (transcribed) interview.

If you are interested in hearing from him, he will be a presenter sharing best practices at the 2014 Top Ranking Performers 'Best in the World' Conference taking place 10-14th November in Las Vegas, U.S.A. (details here How many times have you been to these awards?
Greg: This is my third time here. Why do you find value in applying for these awards?
Greg: The best thing that I have found from these awards is, not only the personal growth I get from it, but the information that I can take back to my company. It is a win win. I get something for me, for growth and get better in my job, but also bringing stuff back and best practices to make my company better. Out of the conferences that you have been to, how would you rank this one?
Greg: By far the tops! I sat through over 60 presentations. In most of the conferences you get 2,3,5, something along those lines. You don't get as much value from the time that you are there. It has been fabulous. I know that you work in the technical aspect of things, but what about the fact that there are no vendors here? It is just common people sharing best practices.
Greg: It is one of the best things about the conference. You can come here and you know you are getting feedback and it is free to learn. You are not worried about who's trying to sell me something, or who is trying to pitch me. It is just who has the best practice, who has feedback, who had information and knowledge in the industry. That is probably the best thing about it.
: Will you come back?

Greg: Without a doubt, I will be back. Is it easy to network and meet new people that have shared interests within the industry?
Greg: It is simple to network. Not everybody finds it easy to talk to others and get open like that. The conference has a way to just bring it out of you. Some people that are a little bit more reserved won't find it an issue to network and meet with the folks here because it just becomes a natural event. You get friends. From the first year that I have been here there are people that I have stayed in touch with. This year, I have met new people that I am sure that I will stay in touch with. That is the great thing about this conference. Are we, as ContactCenterWorld, doing our job?
Greg: You are exceeding your job. You are doing far beyond what I think most people would expect from a conference. Great job! Kudos to you guys.

Want to see more from this video on the Youtube channel? - over 200+ interviews available at this link

You and your company can learn from industry leaders on how to increase performance and productivity, avoid HR challenges, improve customer service and much more. Don't miss out on this amazing learning and networking opportunity! Visit for conferences. For more information on how you can take part in this prestigious and sought after awards program for the best of the best in the industry visit

The Contact Center World winners will share their best practices on 10-14 November, at the ninth annual Global Best in the World conference in Las Vegas, Nevada.

#contactcenterworld, @BCBSRI

About Blue Cross Blue Shield of Rhode Island:
Company LogoBCBSRI has been providing superior health insurance to Rhode Islanders for more than 70 years. The state’s leading health insurer, BCBSRI covers more than 600,000 members. As the company works to support the national and local laws of health reform, one thing is certain: BCBSRI is committed to helping Rhode Islanders meet their healthcare needs by positively impacting both the quality and cost of healthcare in the state.
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About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Call Your Competitors

Read today's tip or listen to it on podcast.

Published: Tuesday, August 5, 2014

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2024 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)



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