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...

How to Make your Bio-Pharma Contact Center More Influential

I may be overlooking a few things, but it seems that almost anything we do is being done to have an...

Top 5 Competencies to Look for when Hiring Quality Monitoring Agents

Centerfirst call quality monitoring agents have performed hundreds of thousands of monitors for...

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This blog has updated information at the beginning (nothing is wrong/outdated, we just wanted to...

Advanced Call Center Process – Monitoring the Monitor

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

Simplifying the Customer Experience

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

Strategy Development – Good Decisions, More Important than Great Ideas

Great strategy doesn’t often come from one great idea. It’s more likely that a highly-developed...

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...

How Many Call Monitoring Evaluations Should we do Each Month?

The question we get asked the most about call quality monitoring is, “How many evaluations should...