Introduction to enhanced Quality Monitoring - QM Design

At Centerfirst, we've pioneered a three-part enhanced Quality Monitoring (eQM) approach that...

Benchmarked Insights: What they are and why they’re Important

Pharma leaders and contact center managers constantly monitor, review, and optimize contact center...

Improve Contact Center Performance with enhanced Quality Monitoring

Do you ever wish you could drop in on your contact center calls to get real-time insights from your...

Free vs. Expert Quality Monitoring

Quality monitoring gives pharma leaders a look into their contact center interactions to uncover...

3D Call Center Insights are the Standard for Pharma Quality Monitoring

For pharma leaders, gaining transparency into a contact center’s performance can be difficult,...

Why your Contact Center Agents Deserve enhanced Quality Monitoring

Pharma companies invest a lot of money, time, and resources into developing effective contact...

Pharma Sales Skills that Correlate with Positive HCP Sentiment

After monitoring tens of thousands of interactions between pharma sales reps and HCPs, our team at...

Why Pay for Call Quality Monitoring if you’re Getting it for Free?

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

Adding Mock Calls to Training Accelerates New Agent Performance

Taking that first call on the call floor can be terrifying for new bio-pharma contact center...

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...