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Category: consulting
Inside Pharmaceutical Sales Reps Can Use These Two Skills For Positive Customer Interactions

As more and more companies adapt to the inside sales environment, pharma sales leaders are facing a new set of challenges. Now, they must contend with decreased productivity, a crowded virtual…

Leading Pharma Contact Centers Put Patients First During Covid-19

In any time of crisis, contact centers become the centerpiece of communication with patients. This has been amplified by COVID-19, especially as interactions that may have taken place in person are…

Patient Centricity – A Clear Focus For Cbi’s 16th Annual Bio-pharma Contact Centers Conference

CBI’s 16th Annual Bio-Pharma Contact Centers Conference in Philadelphia was another big hit with bio-pharma contact center leaders this year. As usual, the conference delivered excellent real-world…

Updated with 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 generally in agreement that mock calls can be a huge boost to agent performance. Many responders…

Three Steps to 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 increase sales of its diabetes products…

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…

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…

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