It’s a little dangerous to look back on predictions. Even if they materialize, that doesn’t always mean it’s a good thing. But, with Q1 in the books, we wanted to check in on our yearend… 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

By many accounts, this was the most successful Super Bowl ever. TV viewership beat all records, the big game had a thrilling finish, and Indianapolis proved itself to be much more than a flyover city.… More

When we think of call center consolidation a few things come to mind, and, unfortunately, for most of us, those things are generally negative in nature.
Perhaps we anticipate less informed agents, longer hold times,… More

Before we get to this answer, we ought to answer the question, “Why do we even need SOPs in our call center to be compliant?”
If your call center is handling medical or product information,… 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

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

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