Congratulations to Catherine Nojiri, PharmD and Chandni Patel, PharmD of Medical Operations at Novo Nordisk for pulling together an excellent benchmarking study on call handling in pharma.
Doctors Nojiri and Patel highlighted a few interesting… More

The SOCAP Annual Meeting in October 2010 was an outstanding event as usual. The events are always terrific for gathering benchmark data from across several industries.
The organization called the Customer Operations Performance Center presented… More

We are often asked about the best way to conduct a contact center assessment. Our process is a simple 3-step approach that is based in sound internal auditing practices. The three steps include:

Gathering Data… More

Guiding Principles to Consider When Designing a Global Contact Center
1) Establish a Shared Vision:
Solicit input at the regional level. Often this step is minimized or its importance overlooked by headquarters management. Skipping this… More

Quality monitoring is a staple program in most contact centers; however, there are nearly as many variations of quality monitoring programs as there are contact centers!
To get started, let’s establish a common understanding of… More

What is the difference between a contact center implementation that is truly embraced and one that never gets off the ground or is only accepted because of executive mandate?
In our experience, it’s the leadership… More

Rosinski writes, “Coaching is the art of facilitating the unleashing of people’s potential to reach meaningful, important objectives” (2003). Holman and Miller define coaching as, “A deliberate process using focused conversations to create an environment… More

Reach and frequency on key targets are still the key determinants of sales success in the pharma industry. Whether it is account sales or retail, covering the targeted customer base with the appropriately skilled sales… More

A question we often get is, “What system everyone else using for customer management in the pharma contact center? We asked this question in our most recent benchmarking survey published in January 2009. We found that… More

Metrics (Service Level and Abandonment Rate) – Service level refers to the percentage of calls that a contact center attempts to answer within a targeted number of seconds. There is no “right” service level for… More

A very interesting trend that we have reported on in past years was discussed today in the  Pharma Marketing Blog by John Mack http://tinyurl.com/dnllta. The data from the chart below show that adverse reports collected by… More

There is still a lot of confusion in the pharma and medical device industries about Computer System Validation and Part 11 Compliance. In a recent article written for CenterFirst, Alena Galante explains the similarities and… More

 
There are several outstanding outsource contact centers who serve the pharmaceutical industry on both the medical and commercial sides of the business. CenterFirst maintains a completely independent relationship all contact center outsourcers so as… More

The idea of Net Promoter Score (NPS) as a measure for customer’s purchase intent was desribed in a Harvard Business Review article by Fredrick Reicheld in December 2003. It is worth reading the article found… More

When we benchmarked how the customer experience is being measured in pharma contact center across the industry,  and we learned that there is an interesting distribution of customer experience measurement currently in place. We presented… More

The FDA Good Manufacturing Practices (GMP) requires that operations collecting and/or maintaining adverse event or product quality complaint data have a system of control that ensures accuracy and completeness of data. In a recent benchmark… More

Each year CenterFirst looks at Warning Letters issued by the FDA to get a gauge of how the FDA is spending its inspection budget. We forecasted at the beginning of 2008 that that FDA would… More