Sample RFP Template for Bio-pharma Contact Centers

A question we often receive is, “What questions should be included in a Request for Proposal (RFP) for a bio-pharma contact center?” No two RFPs are alike but there are several questions that should be part of all bio-pharma contact …

Patient Centricity – A Clear Focus for CBI’s 16th Annual Bio-Pharma Contact Centers Conference

CBI’s 16th Annual Bio-Pharma Contact Centers Conference in Philadelphia was another big hit with bio-pharma contact center leaders this year. As usual, the conference delivered excellent real-world content and this year focused using the contact center to support the continued …

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 influence on someone or something. The pharma contact center is no exception. We want our actions to not only …

Is Automated Quality Monitoring Right for Bio-Pharma? Yes, with Limitations

Centerfirst has performed hundreds of thousands of monitors for our healthcare and bio-pharma clients. We are constantly looking for ways to bring greater accuracy, insight, and efficiency to our clients. Recently, we tested the latest voice to text automation tools …

Top 5 Competencies to Look for When Hiring Call Quality Monitoring Agents

Centerfirst call quality monitoring agents have performed hundreds of thousands of monitors for our healthcare and bio-pharma clients. Over the years, we have learned a lot about the competencies that make the best call monitoring agents. In this blog, we …