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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…

Four Steps To Simplify Your Mystery Calling Program

Have you been looking for a way to give your call center Quality Monitoring (QM) program a boost?

Every Contact Matters

Every Contact Matters is not only our tagline, but it’s at the heart of our foundation and our foundation is our employees. In 2016, we started the Every Contact Matters (“ECM”) Award to recognize…

Top 5 Competencies to Look For When Hiring Call Quality Monitoring Agents

Centerfirst call quality monitoring agents have performed hundreds of thousands of monitors for our healthcare and bio-pharma clients. Over the years, we have learned a lot about the competencies…

Capture High-value Insights From Your Quality Monitoring Function

A blog about the value of customer insights from the contact center would be very innovative – if it were published a decade ago. Industry contact center leaders already know that customer insights…

Updated – Use Mystery Calls to Boost Confidence in Your Call Center’s Performance

I updated this blog. Not because the content is outdated, but because I wanted to share three specific ways to use Mystery Calls to gain confidence in your center’s performance.

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