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Consulting

Quality Monitoring, Outsourced QM, Consulting, Patient Centric, tips, Agents, CX Framework

Centerfirst CX Framework: Needs Addressed

Centerfirst’s CX Framework creates a foundation for contact centers to better understand where to...
2 minute read
Quality Monitoring, Outsourced QM, Consulting, Patient Centric, tips, Agents, CX Framework

Centerfirst CX Framework: Be Informed

Centerfirst’s CX Framework creates a foundation for contact centers to better understand where to...
2 minute read
Quality Monitoring, Outsourced QM, Consulting, Patient Centric, tips, Agents, CX Framework

Centerfirst CX Framework: Be Heard

Centerfirst’s CX Framework creates a foundation for contact centers to better understand where to...
2 minute read
Quality Monitoring, Outsourced QM, Consulting, Patient Centric, tips, Agents, CX Framework

Centerfirst CX Framework: Feel Included

Centerfirst’s CX Framework creates a foundation for contact centers to better understand where to...
2 minute read
Quality Monitoring, Outsourced QM, Consulting, Patient Centric, Agents, CX Framework

How to Retain Agents During the Great Resignation

The Great Resignation aka the Great Reshuffle is a current economic trend where employees are ...
3 minute read
Quality Monitoring, Consulting, Patient Centric, Interview, tips, HCPs

Introduction to Centerfirst's CX Framework

Customer Experience Framework – Initial Data
4 minute read
Quality Monitoring, Consulting, Patient Centric, tips, Transcription

The Importance of Transcribing your Contact Center Calls

Call monitoring is popular at pharma contact centers, as many managers are listening in and/or...
3 minute read
Quality Monitoring, Consulting, Agents

4 Ways for Contact Center Agents to Capture Information more Effectively

When a customer calls into your contact center, an opportunity is presented to leave a lasting...
2 minute read
Quality Monitoring, Three-Dimensional Insights, Consulting, audio, Agents

Introduction to enhanced Quality Monitoring - 3D Insights

Welcome to the third and final installment of our Intro to eQMTM audio blog series where we walk...
1 minute read
Quality Monitoring, Three-Dimensional Insights, Consulting, audio

Introduction to enhanced Quality Monitoring - Processing

In our last audio blog, we discussed the first step of our eQM process, QM Design. During this...
1 minute read

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