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High-Value Contact Center Insights and Guidance for Healthcare Leaders

Through enhanced Quality Monitoring (eQM), we deliver 3D Insights and expert guidance that help healthcare leaders make proactive decisions and ensure their contact centers are achieving industry-leading performance.

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Enhanced Quality Monitoring (eQM)

Combined with our team’s deep healthcare and pharmaceutical contact center experience, our enhanced Quality Monitoring (eQM) process goes beyond traditional quality monitoring to uncover three-dimensional insights about your contact center.

3D Insights™ & Guidance

Agent, program, and customer insights can help you change course and make decisions before issues arise with guidance from our team of experts.

QM Program Design

To help you reach your contact center's unique goals, we offer a customized mix of assessment, alignment, monitoring, oversight, and more.

QM Processing

Our healthcare and pharma experts can monitor a sample or an entire universe of contact center interactions with the help of AI and a human-in-the-loop approach.

Enhanced Quality Monitoring

Find the right solution for your contact center

Whether your contact center is focused on medical information, access and reimbursement, sales, or patient support, eQM gives teams across your organization actionable insights and expert guidance to achieve their goals.

What is enhanced Quality Monitoring?

With our three-part eQM solution, pharma leaders can identify gaps and opportunities across contact center programs, operations, and customer experience. Whether you go through the cycle once or many times, our eQM solution is constantly evolving to meet your changing needs.


Quality Monitoring Program Design

We draw on our team's vast pharma experience to help you get the most value from your contact center.

Assess your current contact center program.

Reconfigure your contact center to ensure alignment with business goals.

Monitor contact center performance to identify opportunities for improvement.


Quality Monitoring Processing

We combine our pharma expertise and innovative technology solutions to gather, evaluate, and report call monitoring data to maximize the value of your contact center.

Our FDA-validated call monitoring software, COMET, ensures you meet regulatory and compliance standards.

Our human-in-the-loop approach uses a combination of AI and monitoring specialists to gather more accurate data from contact center interactions.

Our artificial intelligence enhancement, Discover, monitors more contact center interactions to deliver insights faster.


3D Insights™ and Guidance

We deliver actionable, three-dimensional insights at the agent, program, and customer levels so pharma leaders can make proactive decisions with guidance from our team of experts.

Agent insights evaluate performance and identify opportunities for growth.

Program insights identify program-wide gaps and training opportunities across your contact center, brand, therapeutic area, single team, or any other data set.

Customer insights capture key information about patients, healthcare providers, and caregivers — removing siloes across your organization to give you full transparency into your customers.

Centerfirst CX Framework

Read the CX Framework Whitepaper

Built from years of evaluating healthcare interactions, we developed a framework that is rooted in intentionally designing, continuously measuring, and proactively improving the customer experience (CX) in the healthcare contact center space.

QM for an organization this size is almost an impossible task without the right partnership and expertise. Centerfirst is the right partner with the right expertise.

-Client Quality Manager

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Interaction Analytics

We utilize a cutting-edge speech analytics tool uniquely developed and designed for patient and healthcare interactions combined with our human expertise to identify areas for improvement, and make data driven decisions to enhance the program and patient experience.

Contact Center Advisory Services

We understand that every challenge our clients face is unique, so we do provide a full suite of contact center services and consulting support to ensure your goals can successfully be achieved.

Make every contact matter.

Talk to our team today to learn how your organization can uncover valuable insights and improve the customer experience.

Let's start a conversation