Medical Affairs and Scientific Communications 2016 Annual Forum

Cross-functional forum spotlights topics related to medical communication, medical science liaison, medical call center, and medical writing professionals.

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Session 4 Track B: Contact Center Strategy: Positioning Your Center for Success

Session Chair(s)

David Bowers, PharmD

Senior Director, Operations

PPD, United States

Medical information contact centers face a constantly evolving landscape with a growing number of internal and external challenges. In this dynamic environment, the successful contact center must have a strategic approach that is nimble and efficient without compromising increasingly stringent regulatory standards and internal and external customer expectations.

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
Describe 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)

Call Centers: Effectively Manage the “Highs” to Avoid “Lows”

Thomas R. Wells, PharmD, MBA, RPh

Sanofi US, United States

Vice President, Global Medical Information

Mergers, Acquisitions and Divestitures, Oh My! - Championing Change Within the Moving Pharma Landscape

Anne Arvizu, PharmD

RxER Communications Corp, United States

Chief Executive Officer and Medical Affairs Advisor