This On Demand Recording was recorded live during the Medical Affairs and Scientific Communications Annual Forum. 

Subsequently there may be short periods of time where the sound level may vary for any given presentation.  During these short intervals, you may want to turn up the speaker volume on your computer

This session was chaired by Maureen Baldwin.

We face many challenges every day in the medical information contact center. Do you feel like these challenges are unique to you, or wonder if others are facing some of the same things? This session will begin with the presentation of common challenges we experience: how to manage the collaboration between compliance and the customer experience, ensuring the best customer experience from the first interaction to the last, and finally, a look into one contact center’s journey to a new solutions contact center that realized the customer’s needs and adapted their organization to meet those needs. We will also have time for your questions or sharing of your best practices.

Session Talks Include:

• Managing the Collaboration Between Compliance and the Customer Experience - Holli L. Simmons
• Ensuring a Positive Customer Experience from Start to Finish - Katherine Thomas
• Journey to a New Solutions Contact Center - Christopher Bess