CBI Scene Blog

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