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Session 5 Track B: Hot Topics for Contact Centers
Session Chair(s)
Maureen L. Baldwin, MSN, RN
Associate Director, Medical Customer Interface
Pfizer Inc., United States
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 origination to meet those needs. We will also have time for your questions or sharing of your best practices.
Learning Objective : At the conclusion of this session, participants should be able to:- Identify behaviors and skills needed to maintain regulatory compliance while meeting customer needs
- Discuss the importance of consistent responses regardless of how the customer reaches the contact center
- Discuss the importance of frontline agent empowerment
- Discuss the usefulness of surveys and customer feedback and how that information may change the Contact Center processes
Speaker(s)
Managing the Collaboration Between Compliance and the Customer Experience
Holli Simmons-Little, MS
Lilly USA, LLC, United States
Director, The Lilly Answers Center
Ensuring a Positive Customer Experience From Start to Finish
Katherine Thomas
IQVIA, Inc., United States
Associate Director, Project Leadership, Clinical Operations
Journey to a New Solutions Contact Center
Christopher Hugh Bess, BSN, RN
UCB, Inc., United States
Associate Director, UCBCares