For pharma leaders, gaining transparency into a contact center’s performance can be difficult, especially when traditional call center quality monitoring (QM) may only deliver limited,…

Pharma companies invest a lot of money, time, and resources into developing effective contact centers to improve patient and HCP experiences. Call center agents are one of the most vital components…

After monitoring tens of thousands of interactions between pharma sales reps and HCPs, our team at Centerfirst saw a huge opportunity to identify the top two leading indicators of sales success.…

A friend once told me, “Nothing is free, but some things are included.”

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…

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…

Centerfirst has performed hundreds of thousands of monitors for our healthcare and bio-pharma clients. We are constantly looking for ways to bring greater accuracy, insight, and efficiency to our…

Have you been looking for a way to give your call center Quality Monitoring (QM) program a boost?

Centerfirst call quality monitoring agents have performed hundreds of thousands of monitors for our healthcare and bio-pharma clients. Over the years, we have learned a lot about the competencies…

A blog about the value of customer insights from the contact center would be very innovative – if it were published a decade ago. Industry contact center leaders already know that customer insights…