Richard Shapiro, founder and president of The Center For Client Retention, spoke with CenterFirst‘s Pete Guillot about his new book, The Welcomer Edge.
Pete Guillot: What compelled you to write the book?
Richard Shapiro: I realized that “personalized”… More

We often get asked by our pharmaceutical clients if their healthcare professional (HCP) agents need to be part of their call quality monitoring program. The question stems from the idea that healthcare professionals join the… More

Just yesterday, after heading out the front door to start my day, I reversed my path and walked back into the house and said, “I can’t go to work without the greatest business tool ever… More

“In recent years, we have fundamentally changed our procedures for compliance, marketing and selling in the U.S. to ensure that we operate with high standards of integrity and that we conduct our business openly and… 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

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

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