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Session 1: Optimizing Front Line Service - Contact Center Management
Session Chair(s)
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.
Speaker(s)
Steve Wright
Mi OPS Omni-Channel Manager, Pfizer, United Kingdom
Repainting Medical Information’s front door - Utilising technology to improve and simplify your Phone IVRs
Katie Tonge
Director, Medical Information Europe, ProPharma Group, United Kingdom
Flexing Up: keeping service levels high during product launches and volume spikes
Jürgen Bentz, MD, PHD, MSC
Global Head of Medical Information, UCB, Belgium
Partnership for Outsourced Services in Medical Information: From Set-up to Learnings After One Year
Elizabeth Olbrich, MS, RN
Associate Director, Medical Writing and Healtcare Communications, PPD, United States
Partnership for Outsourced Services in Medical Information: From Set-up to Learnings After One Year