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...

Top 5 Competencies to Look for when Hiring Quality Monitoring Agents

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

Do HCP Agents Need Call Monitoring?

We often get asked by our clients if their healthcare professional (HCP) call center agents need to...

Strategy Development – Good Decisions, More Important than Great Ideas

Great strategy doesn’t often come from one great idea. It’s more likely that a highly-developed...

Quality Monitoring Insights Make your Contact Center a Profit Center

Is your pharmaceutical call center a profit center? Unless the center is making outbound sales...

Using Call Quality Monitoring to Improve Employee Engagement

Quality monitoring is not usually thought of as a tool for encouraging employee engagement. In...

How Many Call Monitoring Evaluations Should we do Each Month?

The question we get asked the most about call quality monitoring is, “How many evaluations should...

Understanding Pharma Call Center Quality Monitoring Performance Curves

Remember that professor you had in school who graded on “the curve”? In my experience, students...