Medical Affairs and Scientific Communications Forum

Session Chair(s)

How we engage with our customers continues to evolve with expanding markets and changing customer preferences. It becomes increasingly important to ensure that the optimal contact center support model is implemented and that the appropriate customer interaction platforms are utilized. In this session, we will review various contact center support models that are used in providing Medical Information support. We will explore omnichannel platforms that allow customers to engage with Medical Information teams in a manner that is aligned with their preferences. There will also be discussion on how the evolving landscape plays a critical role in identifying customer preferences related to how they want to engage with Medical Information contact centers.

Learning Objective : At the conclusion of this session, participants should be able to:

• Identify factors that contribute to an optimal customer experience
• Appraise various contact center support models
• Evaluate Omnichannel platforms for enhanced customer engagement

Speaker(s)