Executive Interview : GOLD Award winners 2015 - Interview With Fidel Calcagno Rodriguez from Blue Cross Blue Shield of Rhode Island
In a very competitive category Fidel Calcagno Rodriguez won Gold for Best Analyst in the Americas Conference in his first ever attempt. He shares with us and other ContactCenterWorld.com members his thoughts on participating, winning and feelings about his overall experience in Orlando in 2015.
Can you tell us about the company you work for, the center you work in and your role?
My company is Blue Cross Blue Shield, a leader in health insurance for Rhode Island. My center handles outbound and inbound calls; our main focus is to provide excellent customer service to our members and providers.
Which Top Ranking Performer Award did you enter and why did you choose it in the first place?
I entered the Best Analyst top ranking award. I chose this award because I have been in this field for an adequate amount of time to be able to share my experience and best practices.
You won one GOLD medal - how do you feel about being a champion?
I feel honored, and proud to represent my company. I am looking forward to the next conference to see what others in my field are doing as best practices.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
It gives me pride because it gives my company confidence in my work. I am also extremely proud of representing and winning a gold award for the United States.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
My company has been involved in the Contact Center World conferences for a couple years now. The best practices learned from the conferences helps the company identify gaps in our processes and we quickly develop ways of process improvement by participating.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
Every second of the conference is worth it. I highly recommend anyone in the call center industry to enter the award process & attend the conference. There are best practices being shared for all aspects of a call center.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
The presentations were clear and very useful. The conference opens your mind and allows you to understand how call centers operate from top to bottom.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - All Customer Touchpoints Need To Provide Service
More Editorial From Blue Cross Blue Shield of Rhode Island
About Blue Cross Blue Shield of Rhode Island:
BCBSRI 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.
Published: Thursday, August 27, 2015