Blog | Centerfirst

Updated 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...

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...

Best Practices for Quality Monitoring Forms in Pharma Contact Centers

Centerfirst has performed hundreds of thousands of monitors in more than a dozen years, and we...

Is your Company Patient-Centric? 3 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...

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...

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...

Top 5 Competencies to Look for when Hiring Quality Monitoring Agents

Centerfirst call quality monitoring agents have performed hundreds of thousands of monitors for...

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...

Use Mystery Calls to Boost Confidence in your Call Center Performance

This blog has updated information at the beginning (nothing is wrong/outdated, we just wanted to...