CBI Scene Blog

Evanna Payen

Recent Posts

Importance of Listening to the "Voice of the Customer"

Posted by Evanna Payen on Jan 22, 2018 12:48:44 PM

When a consumer depends on something important - test results, medication, medical advice - they often feel vulnerable or anxious about the next step in the process. Suddenly, a routine customer service interaction, such as a question about shipments, becomes another potential point of anxiety. It's important that companies in the bio and pharma industries have the right individuals at that juncture, ready and willing to guide the apprehensive consumer to the solutions he or she needs to feel comfortable and respected.

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Topics: Medical Affairs & Communication, product recalls, Contact Centers

Monitoring and Auditing with Limited Resources – How Often Should Comprehensive Risk Assessments Be Done?

Posted by Evanna Payen on Jan 16, 2018 2:43:54 PM

Comprehensive risk assessments always seem to make it onto a to-do list, but end up being considerably more difficult to take off of that same list. They take time, effort, and resources - the trinity of what runs competitive businesses in the pharmaceutical industry. It can be tempting to keep pushing them off, involving yourself in another one of the endless checkboxes to take care of - but that's a very bad idea. The very nature of risk assessments is to prevent that looming, nasty, "what if" that could derail your projects or dismantle your clinical trials. It's finding the leak before the pipe bursts, or detecting the first wisp of proverbial smoke before a fire can start in earnest. In other words, neglecting to iron out a regular schedule of risk assessment reports could have disastrous consequences.

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Topics: Compliance & Regulatory, Compliance Monitoring

The Challenges of Scaling Up: Globalization of Call Centers

Posted by Evanna Payen on Jan 3, 2018 11:52:44 AM

If your business is approached the way that physical health would be, your call centers function as the nervous system, connecting all you do to the needs and feedback of your customer base. That's why globalization of your call centers should be approached carefully and with ample consideration. There are four key points you'll want to keep in mind throughout the planning and implementation stages of globalization efforts:

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Topics: Medical Affairs & Communication, product recalls, Contact Centers

Moving from “Call Center” to Multi-Channel Center

Posted by Evanna Payen on Dec 4, 2017 10:34:26 AM

The concept of call centers is certainly nothing new in the Bio/Pharma sphere, but today's consumer is looking for more out of companies that help them handle their health. They don't simply want a contact point for immediate issues, they want guidance and support throughout their medical journey. This is an evolutionary challenge for traditional contact centers, a need that forces them to consider how they're currently interfacing with customers. This is the birth of the multi-channel movement, a philosophy that still provides the help and guidance of a phone-centric center with the flexibility modern patients expect.

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Topics: Contact Centers