On January 23 and 24 in Philadelphia, leaders from pharmaceutical contact centers and their vendor partners gathered to share industry best practices. CenterFirst attended the conference and this blog highlights two presentations. Here’s a link… More

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

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