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Category: consulting
Do You Have The Right Tools To Manage Your Call Monitoring Program?

Introducing COMET Call Monitoring Software COMET is a call monitoring software from Centerfirst created specifically for the needs of today’s bio-pharma call center. Your company devotes valuable…

Advanced Call Center Process – Monitoring The Monitor

You lead a call center staffed with well-trained, professional agents. You’ve created a supportive culture with a quality assurance (QA) program that is robust and nuanced.  Your performance results…

Simplifying the Customer Experience

Pharma companies can sometimes make defining and providing a great telephonic customer experience more complicated than it needs to be. We are all customers of some service or product, and we easily…

Three is the Perfect Number

Three may be a crowd at times, but 3 is the perfect number for quality  monitoring formats you should be using in your pharma call center.  The 3 format types I am referring to are: Mystery Calling,…

Do HCP Agents Need Call Monitoring?

We often get asked by our clients if their healthcare professional (HCP) call center agents need to be part of the call quality monitoring program. The question stems from the idea that HCPs join the…

Strategy Development Process – Good Decisions Are More Important Than Great Ideas

Great strategy doesn’t often come from one great idea. It’s more likely that a highly-developed plan will emerge as an outcome of dedication to a strategy development process. Following a time-tested…

What Can Winemakers Teach Us About Technology in the Call Center?

Napa Valley wineries are deploying optic readers to help winemakers identify the best grapes for their wine. The robots can separate the preferred grapes from the non-preferred grapes at hundreds of…

Ease Resistance To Change In Your Pharma Call Quality Improvement Program

For any of you who remember the Borg species of antagonizing aliens from the television series Star Trek, you probably recall their mantra “Resistance is Futile.”  While I don’t consider myself a…

How Many Call Monitoring Evaluations Should We Do Each Month?

The question we get asked the most about call quality monitoring is, “How many monitors should we do each month?”  We answer by giving the pros and cons of two options, and our clients make the…

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