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Session 5 Track 1: Customer Engagement: Ensuring an Optimal Customer Experience Through Contact Center Support Models and Omnichannel Platform
Session Chair(s)
Robert Tamburri, PharmD, MBA
Director, Medical Information
Johnson & Johnson, United States
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)
Customer Engagement – Contact Center Support Models
Charlie Guerini
Alphanumeric, United States
Sr. Director Global Operations & Head of Innovation
Customer Engagement Through Omnichannel Platforms
Samit Shah, PharmD
Janssen Scientific Affairs, LLC, United States
Associate Director, MICC Omni Channel