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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 ContactCenterWorld.com 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 www.contactcenterworld.com/conferences/?confarea=GLOBAL)


ContactCenterWorld.com: How many times have you been to these awards?
Greg: This is my third time here.

ContactCenterWorld.com: 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.

ContactCenterWorld.com: 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.

ContactCenterWorld.com: 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.


ContactCenterWorld.com
: Will you come back?

Greg: Without a doubt, I will be back.

ContactCenterWorld.com: 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.

ContactCenterWorld.com: 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 ContactCenterWorld.com 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 www.ContactCenterWorld.com/conferences 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 www.ContactCenterWorld.com/worldawards.

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. www.contactcenterworld.com/conferences/?confarea=GLOBAL

#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 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - What Type Of Relationship Do You Want?

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

Published: Tuesday, August 5, 2014

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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