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Renaissance Glendale Hotel and Spa

Mar 16, 2015 1:00 PM - Mar 18, 2015 4:30 PM

9495 W. Coyotes Boulevard, Glendale, AZ 85305

Medical & Scientific Communications 2015 Annual Forum

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Session 6 Track B: Contact Center Workforce Management

Session Chair(s)

Maureen L. Baldwin, MSN, RN

Associate Director, Medical Customer Interface

Pfizer Inc., United States

The medical information call center is the “voice” of your company. Workforce management includes all of the activities needed to maintain a productive workforce. During this session several strategies and best practices will be discussed. Some topics to include: finding the right call center agent, staffing types, alternate service channels, forecasting, and tools for scheduling and reporting. The speakers will also provide examples from their professional experiences. We also encourage you to share your best practices and questions.

Learning Objective : At the conclusion of this session, participants should be able to:
• Define contact center terminology and discuss conceptsused
• Recognize the key strategies of forecasting inquiries including scheduling staff in order to maximize staff availability to consumers and health care professionals
• Describe how too integrate web, chat, and other media into the contact center
• Discuss tools used for scheduling and reporting

Speaker(s)

Faculty

Michael Boudreau

Eli Lilly and Company, United States

Consultant - Business Integrator

Faculty

Paul Biedenbach

PPD, part of Thermo Fisher Scientific, United States

VP Operations

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