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Session 4: From Operations to Business Excellence – Best Practices
Session Chair(s)
Daniella Jablonka
Operations Manager, Medical Communications
PPD, Brazil
This session will focus on operations, definitions, and evolution from business support to business strategic partners. Speakers will share their experience in the operations development, i.e, types of staffing model, outsourced/in-house models, globalization, and new channels that pharmaceutical companies are using to interact with patients and other customers. Other important topics that will be explored by speakers will be how to become strategic for the business with the efficient use of reports and data from the Call Center. You will hear valuable benchmarking data of strategic approaches used across the medical information industry as well as case studies of strategies used by pharmaceutical companies to successfully navigate major challenges to their contact centers, such as mergers, product launches, and recalls.
Learning Objective : At the conclusion of this session, participants should be able to:
- Discuss current strategic practices used by contact centers across the pharmaceutical industry
- Recognize successful strategies adopted by leading medical information centers to address major challenges
- Identify tactics that can be adopted to improve the ability of your contact center to navigate the current landscape
Speaker(s)
Speaker
Deise Shimizu
Sanofi Brazi, Brazil
Contact Center Manager - Business Operations Support
Speaker
Robin Gallagher
PPD, United States
Associate Director, Operations - Medical Communications
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