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Hot Topics for Contact Centers
Session Chair(s)
Maureen L. Baldwin, MSN, RN
Associate Director, Medical Customer Interface
Pfizer Inc., United States
Do you wonder if you colleagues in medical communications contact centers across the industry are facing the challenges you are everyday? During this session we will begin by presenting two topics currently impacting contact centers. First, the importance of developing a Business Contingency Plan (BCP) and when and how to implement it. You’ll also hear two colleagues perspectives on a global initiative; one from the U.S and the other from Australia. We would then like you to participate by discussing topics/issues you are currently facing or best practices you have implemented.
Learning Objective : At the conclusion of this session, participants should be able to: - Discuss the importance of BCP - List some situations that should be covered by a BCP - Outline first steps in developing a BCP and how to manage during a crisis - Discuss the importance of interdisciplinary teams when implementing a global process - Describe strategies for effectively working with global partners
Speaker(s)
Faculty
Timothy E. Poe, PharmD
Med Communications, Inc., United States
Director
Faculty
Barbara Maria Bonetti, PharmD
Pfizer Inc, United States
Director, Medical Customer Interface
Faculty
Rebecca Mascarenhas
Pfizer Australia Pty Ltd., Australia
Medical Information Manager
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