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

Jeremy Lin was just days away from being cut by the New York Knicks. Likewise, the rest of us were just days away from missing out on the best underdog story in sports since Tim… More

Is your contact center going through transition? Maybe you have been asked to significantly lower cost, implement a new CRM system, take-on a new product line, or perhaps all three. If so, experience has taught… More

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

Even if  not an NFL fan,  you’d be hard pressed not to have heard of the on-field heroics of Tim Tebow in the last 7 weeks.
The story is really only important because it’s bigger… 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