A friend once told me, “Nothing is free, but some things are included.”   In 1989, Hampton Inn was struggling financially and decided to begin including a free breakfast with a value-priced room. This decision reversed the brand’s destiny, and …

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 …

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 …