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…

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

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…

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…

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…

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 Not because the content is outdated, but because I wanted to share three specific ways to use Mystery Calls to gain confidence in your center’s performance.