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Artificial Intelligence In Your Bio-pharma Contact Center And Where To Use It

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…

Patient Centricity – A Clear Focus For Cbi’s 16th Annual Bio-pharma Contact Centers Conference

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…

Adding Mock Calls To Training Accelerates New Agent Performance

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,…

Updated with Empirical Performance Data – Adding Mock Calls to Training

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…

Three Steps to Protect Your Patient Support Program from “White-coat Sales” Concerns

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

Artificial Intelligence In The Contact Center

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.…

4 Best Practices for Call Quality Monitoring Forms for Bio-pharma Contact Centers (Free Call Monitoring Template)

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…

Is Your Company Truly Patient-centric? Three Ideas That Can Help You Get to Yes

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…

Is Automated Quality Monitoring Right For Bio-pharma? Yes, With Limitations

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…

How To Make Your Bio-pharma Contact Center More Influential

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…

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