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?

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...

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...

Advanced Call Center Process – Monitoring the Monitor

You lead a call center staffed with well-trained, professional agents. You’ve created a supportive...