Every Contact Matters

Every Contact Matters is not only our tagline, but it’s at the heart of our foundation and our foundation is our employees. In 2016, we started the Every Contact Matters (“ECM”) Award to recognize those individuals that contniue to go …

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?

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 it were published a decade ago. Industry contact center leaders already know that customer insights from the center are valuable.

Centerfirst has performed hundreds of thousands of monitors in more than a dozen years, and we continually seek out ways to improve the monitoring process and monitoring forms. We’ve pulled together what we believe are 4 best practices for a …

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 …