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 …

Artificial Intelligence in Your Bio-Pharma Contact Center and Where to Use It

As the bio-pharma contact center market learns more from experimenting with Artificial Intelligence (AI), Centerfirst wanted to weigh in with our insights on exactly where AI tools currently are best used to improve the efficiency, accuracy, and customer experience delivered …

Adding Mock Calls to Training Accelerates New Agent Performance

Taking that first call on the call floor can be terrifying for new bio-pharma contact center agents. Regardless of how thorough training was or how high the scores were on the knowledge checks, there’s nothing quite like hearing the voice …

Great strategy doesn’t often come from one great idea. It’s more likely that a highly-developed plan will emerge as an outcome of dedication to a strategy development process. Following a time-tested process will produce valuable information for good decision making, …

Updated with Empirical Performance Data – Adding Mock Calls to Training

We received a lot of comments on our “Mock Calls” blog from a few weeks ago and the commenters were generally in agreement that mock calls can be a huge boost to agent performance. Many responders asked if we had …