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Session 7 Track 1B: Is Your Contact Center Prepared for a Crisis?
Session Chair(s)
Amy Van Sant, PHARMD, MBA
President, Medical Affairs, Inizio Engage, United States
A crisis may be generally defined as an event or critical situation that has short term or long term impact. In the pharmaceutical industry, crisis situations may result from positive or negative news, and may be expected or unexpected. No matter the type of event, our contact centers are often impacted and need to be prepared as well as part of the solution in any effective crisis management plan.
Learning Objective : At the conclusion of this session, participants should be able to:- Describe the crisis management landscape and changing environment
- Identify examples of high risk events or crisis scenarios in a call center
- Describe how a crisis can impact a pharmaceutical organization and its contact center
- Describe elements of a contact center crisis management plan
- Identify items to consider when preparing the contact center for a crisis
Speaker(s)
Amy Van Sant, PHARMD, MBA
President, Medical Affairs, Inizio Engage, United States
What is Crisis Management? An Overview of the Landscape and Changing Environment.
Monica Kwarcinski, PHARMD
Vice President, Medical Affairs, Purdue Pharma L.P., United States
Are You Crisis-Ready? Planning for the Expected and Unexpected
Frank Lock
Director, Information Center, AstraZeneca Pharmaceuticals, United States
Crisis Management Case Studies - Operational Impact and Lessons Learned