OPTIMIZING CALL CENTERS TO IMPROVE FUNCTIONALITY AND INCREASE RETURN ON INVESTMENT

About the Product
Includes 1 hour Windows Media Video File and PowerPoint presentations for immediate download.

Contact centers are one of the most expensive ways that medical information teams respond to incoming questions from healthcare providers and patients, but having this type of personalized response team is a necessary function for organizations to implement. Studying innovative ways to derive additional value from call center employees or reduce cost can assist medical information leaders working to balance quality responses and innovative technologies with tight budgets. Evaluating strengths of team members such as fluency in multiple languages and implementing time-saving response search methods can help as leaders look to make contact centers more efficient and cost effective.

• Cost benefit analysis
• Characteristics of an adequate response team
• Measuring department effectiveness

Speaker:
Maureen Baker- Jones
Independent Medical Information Contact Center Professional

Participants that will find this webinar most beneficial will be those involved in pharmaceutical and biotechnology companies. Job titles of attendees that will be most applicable for this session will be:

• Medical Information
• Medical Affairs
• Global Medical Information
• Global Medical Affairs

This webinar is a 40 minute presentation with ten minutes of Q&A.