Who We Are
Our Story
Centerfirst was founded in 2004 and primarily functioned as a consulting firm providing guidance to contact center stakeholders to help them maximize value from their contact center interactions. During the summer of 2013, client demand necessitated significant growth in the quality monitoring service area and laid the foundation for the current Centerfirst corporate structure.
We have monitored interactions through a variety of channels — including voice, email, web inquiry, and chat — at contact centers that are structured as either single, multi-, or omnichannel. To make this possible, we hire team members who have healthcare and pharma experience; in fact, more than 50% of team members are experienced healthcare professionals.
The value we provide to pharma companies lies in how we use data to deliver benchmarked 3D Insights™ and guidance at the agent, program, and customer levels. This three-dimensional approach enables pharma leaders to change course and make actionable decisions to resolve issues or address them before they arise.
We view each client as a partner, working together to develop a contact center program that meets their unique needs. And, most importantly, we always keep a keen focus on our vision to improve the patient experience.
Where We're Going
By 2030, Centerfirst will improve the lives of patients around the world by positively impacting 100,000,000 patient experiences! To do this, we’re deploying a human-in-the-loop (HITL) approach that brings human adaptability and the power of artificial intelligence together to maximize the value for our clients.
We’ve partnered with an industry-leading artificial intelligence platform, CallMiner, to develop DiscoverTM. With Discover, we are working to create a pharma-specific solution that will provide our clients with the value of 3D Insights™ they have come to expect from Centerfirst, but at a faster pace and larger scale.
Through our continued evaluation and implementation of technological enhancements combined with our team’s extensive experience with pharma interactions, we will continue to provide 3D InsightsTM and guidance to our clients to help them radically improve how they understand and interact with their customers.