Advanced Call Center Process – Monitoring the Monitor

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

The Cost and Value of a QM Database for the Bio-pharma Call Center

Monitoring and scoring inbound and outbound calls are not a new concept. In fact, you would be...

Simplifying the Customer Experience

Pharma companies can sometimes make defining and providing a great telephonic customer experience...

Three is the Perfect Number

Three may be a crowd at times, but 3 is the perfect number for quality  monitoring formats you...

4 Steps to Building Pharma Call Center Governance

Strong governance can help keep you and your center out of hot water!  ”That’s a good thing,” you...

Do HCP Agents Need Call Monitoring?

We often get asked by our clients if their healthcare professional (HCP) call center agents need to...

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...

Quality Monitoring Insights Make your Contact Center a Profit Center

Is your pharmaceutical call center a profit center? Unless the center is making outbound sales...

Ease Resistance to Change in your Call Quality Improvement Program

For any of you who remember the Borg species of antagonizing aliens from the television series Star...

Using Call Quality Monitoring to Improve Employee Engagement

Quality monitoring is not usually thought of as a tool for encouraging employee engagement. In...