Centerfirst Blog

Three Steps to Protect Your Patient Support Program from "White-Coat Sales" Concerns

July 06, 2017 //
by Pete Guillot

4 minute read

In May 2017, Novo Nordisk settled a lawsuit that alleged it ran an illegal marketing program to increase sales of its diabetes products (http://www.fiercepharma.com/pharma/novo-nordisk-reaches-settlement-white-coat-sales-scheme-lawsuit).  Novo designed the program “to help physician offices better understand diabetes and patient care,” commented a company representative. The program was administered by a third party who provided program and disease state expertise.

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Topics: Outsourced Quality Monitoring

Artificial Intelligence in the Contact Center

June 12, 2017 //
by Pete Guillot

Centerfirst has performed hundreds of thousands of call and case monitors for healthcare contact centers and is continually looking for ways to bring today’s monitoring automation to our clients. Today we are speaking with Chris Martinez, CEO and Founder of Idiomatic, Inc. to learn about how he thinks about Artificial Intelligence and how Idiomatic is being used within contact centers in some of the most innovative companies in the world.

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Topics: Voice of the Caller

Updated with Empirical Performance Data - Adding Mock Calls to Training

April 20, 2017 //
by Pete Guillot

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 any empirical data that we could share on just how much of a difference adding mock calls to new agent training made on agent performance.

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Topics: Outsourced Quality Monitoring

Strategy Development Process – Good Decisions Are More Important Than Great Ideas

April 18, 2017 //
by Pete Guillot

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, which is the cornerstone of great strategy. Don’t get me wrong, it helps tremendously to have great ideas, but great ideas after thoughtful analysis will produce significantly better outcomes.

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Topics: Outsourced Quality Monitoring

Adding Mock Calls to Training Accelerates New Agent Performance

April 06, 2017 //
by Pete Guillot

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 of another human on the other end of the phone expecting you to be the expert.

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Topics: Outsourced Quality Monitoring

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

March 31, 2017 //
by Pete Guillot

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 in the contact center.

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Topics: Outsourced Quality Monitoring

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

February 28, 2017 //
by Pete Guillot

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 will share what we have found to be the top 5 competencies and why these competencies are the most valued.

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Topics: Outsourced Quality Monitoring, Voice of the Caller, Compliance QC

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

February 22, 2017 //
by Pete Guillot

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 and came away with some opinions on where they may apply and where some progress still needs to be made.

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Topics: Outsourced Quality Monitoring, Voice of the Caller

How to Make Your Bio-Pharma Contact Center More Influential

February 16, 2017 //
by Pete Guillot

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 have a satisfying effect on customers but also a positive financial, operational, or strategic effect on our company. We ask then, “How can our contact center become more influential?”

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Topics: Outsourced Quality Monitoring, Voice of the Caller, Compliance QC

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

February 10, 2017 //
by Aaron Spence

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 pursuit of Patient Centricity.

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Topics: Outsourced Quality Monitoring, Voice of the Caller