CBI Scene Blog

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

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