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Category: quality monitoring
Enhanced Quality Monitoring Metadata [Audio]

At Centerfirst, we use artificial intelligence to not only transcribe call data, but to turn these words into actionable insights that help our clients make the greatest possible decisions for their…

How is eQM Supported by Discover? [Interview - Video]

Introduction with Chris Weber In part two of our interview series, Centerfirst's president Pete Guillot talks with Chris Weber, our Senior Director of Technology Solutions. In this first clip they…

How are Clients Using Centerfirst to Help Achieve their Objectives? [Interview - Video]

Introducing the Interview Series Here at Centerfirst, we strongly believe in our core values of humble expertise, collaboration and every contact matters. This is why we decided to start an interview…

Introduction to enhanced Quality Monitoring - 3D Insights [Audio]

Welcome to the third and final installment of our Intro to eQMTM audio blog series where we walk through our proven process we utilize to deliver our clients with high-value insights and guidance for…

Enhanced Quality Monitoring before RFP [Audio]

We’ve had the pleasure of working with almost every contact center provider that serves the pharma industry, and we enjoy a collaborative relationship with each one of them. Because of these strong…

Introduction to enhanced Quality Monitoring - Processing [Audio]

In our last audio blog, we discussed the first step of our eQM process, QM Design. During this phase, every client of Centerfirst works directly with our team to create a customized monitoring…

Introduction to enhanced Quality Monitoring - QM Design [Audio]

At Centerfirst, we've pioneered a three-part enhanced Quality Monitoring (eQM) approach that includes design, processing, and 3D insights. We use eQM to help our clients unlock the value of the…

Benchmarked Insights: What They Are and Why They’re Important

Pharma leaders and contact center managers constantly monitor, review, and optimize contact center performance to deliver positive customer experiences and maintain a competitive advantage.

How to Improve Contact Center Performance with Enhanced Quality Monitoring [Audio]

Do you ever wish you could drop in on your contact center calls to get real-time insights from your customers? With Enhanced Quality Monitoring (eQM), pharma leaders can draw actionable insights to…

Free vs. Expert Quality Monitoring [Audio]

Quality monitoring gives pharma leaders a look into their contact center interactions to uncover valuable information about their business and their customers. However, the quality monitoring…

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