Contact Center Oversight
Gain transparency into your contact center.
Whether you want to understand your customer’s experience or benchmark your contact center against industry standards, our solutions deliver positive ROI and improved performance.
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.
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.
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.
Centerfirst's monitoring service is like having all the functions of an internal QM program but only paying for services we need.-Medical Information Senior Leader
Improving contact center performance with data-driven actionable insights and expert guidance.
Assess your contact center performance
Evaluate how your contact center is performing to your expectations with an unbiased, third-party assessment utilizing a CX Framework developed specifically for healthcare interactions.
Address regulatory compliance needs
Boost confidence in regulatory handling processes and ensure your team follows additional compliance and business protocol requirements.
Save time and increase transparency
Reduce the time on contact center oversight through innovative solutions that identify and improve process gaps, creating a seamless customer journey.
Contact Center Oversight Case Study
Centerfirst helps a top-20 bio-pharma medical information organization control costs, meet compliance requirements, and delight customers.
Our innovative technology solutions help our clients secure reliable, FDA-compliant insights about their contact center performance at scale.
Discover the latest insights, tips, and more from the Centerfirst team.