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.

Read More

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:

Read More

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

A Cautionary Tale as You Prepare for an FDA Advisory Committee Meeting

Posted by Scott Wallask on Sep 10, 2013 9:36:00 AM

Read More

Topics: Compliance & Regulatory, pharma responsibility, product recalls

Maintaining Brand Reputation in the Event of a Product Recall

Posted by Mike Rozembajgier on May 7, 2013 10:01:00 AM

Read More

Topics: product recalls, validation and manufacturing