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Courtyard by Marriott Brussels

Sep 27, 2023 8:15 AM - Sep 28, 2023 3:00 PM

Av. des Olympiades 6, 1140 Brussels, Belgium

Medical Information and Communications Conference

Engage and Exchange with the Biggest Medical Information Community in Europe

Session 1: Optimizing Front Line Service - Contact Center Management

Session Chair(s)

Katia  Castrillo, PhD

Katia Castrillo, PhD

Medical Information Europe Capability Senior Manager

Eli Lilly, Ireland

Medical Information being the front door to our companies, we are faced with the challenge of delivering the best customer experience from the moment they reach out to us—be it through phone lines, emails, and other channels. In this session, our speakers will discuss solutions aimed at enhancing how customers can connect with us. This includes improving the quality of phone IVRs, offering strategies to ease congestion on busy lines, all while maintaining the most optimal journey to reach the answer to their questions.


Steve  Wright

Repainting Medical Information’s front door - Utilising technology to improve and simplify your Phone IVRs

Steve Wright

Pfizer, United Kingdom

Mi OPS Omni-Channel Manager

Katie  Tonge

Flexing Up: keeping service levels high during product launches and volume spikes

Katie Tonge

ProPharma Group, United Kingdom

Director, Medical Information Europe

Jürgen W.G. Bentz, MD, PhD, MSc

Partnership for Outsourced Services in Medical Information: From Set-up to Learnings After One Year

Jürgen W.G. Bentz, MD, PhD, MSc

UCB SA, Belgium

Head of Medical Information & Patient Support

Elizabeth  Olbrich, MS, RN

Partnership for Outsourced Services in Medical Information: From Set-up to Learnings After One Year

Elizabeth Olbrich, MS, RN

Evidera | PPD, United States

Associate Director

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