As the bio-pharma contact center market learns more from experimenting with Artificial Intelligence (AI), Centerfirst wanted to weigh in with our insights on exactly where AI tools currently are best…

CBI’s 16th Annual Bio-Pharma Contact Centers Conference in Philadelphia was another big hit with bio-pharma contact center leaders this year. As usual, the conference delivered excellent real-world…

Taking that first call on the call floor can be terrifying for new bio-pharma contact center agents. Regardless of how thorough training was or how high the scores were on the knowledge checks,…

We received a lot of comments on our “Mock Calls” blog from a few weeks ago and the commenters were generally in agreement that mock calls can be a huge boost to agent performance. Many responders…

In May 2017, Novo Nordisk settled a lawsuit that alleged it ran an illegal marketing program to increase sales of its diabetes products…

Centerfirst has performed hundreds of thousands of call and case monitors for healthcare contact centers and is continually looking for ways to bring today’s monitoring automation to our clients.…

Centerfirst has performed hundreds of thousands of monitors in more than a dozen years, and we continually seek out ways to improve the monitoring process and monitoring forms. We’ve pulled together…

Patient-centricity is a popular buzz word in the healthcare industry. We’ve all read the articles and perhaps attended recent conferences that highlight a new focus on the patient. Is this really…

Centerfirst has performed hundreds of thousands of monitors for our healthcare and bio-pharma clients. We are constantly looking for ways to bring greater accuracy, insight, and efficiency to our…

I may be overlooking a few things, but it seems that almost anything we do is being done to have an influence on someone or something. The pharma contact center is no exception. We want our actions…