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...

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...

Use Mystery Calls to Boost Confidence in your Call Center Performance

This blog has updated information at the beginning (nothing is wrong/outdated, we just wanted to...

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...

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...