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Gaylord Palms Resort & Convention Center

Mar 21, 2016 1:00 PM - Mar 23, 2016 4:30 PM

6000 West Osceola Parkway, Kissimmee, FL 34746

Medical Affairs and Scientific Communications 2016 Annual Forum

Cross-functional forum spotlights topics related to medical communication, medical science liaison, medical call center, and medical writing professionals.

Session 5 Track B: Hot Topics for Contact Centers

Session Chair(s)

Maureen L. Baldwin, MSN, RN

Maureen L. Baldwin, MSN, RN

Associate Director, Medical Customer Interface

Pfizer Inc., United States

We face many challenges every day in the Medical Information Contact Center. Do you feel like these challenges are unique to you or wonder if others are facing some of the same things? This session will begin with the presentation of common challenges we experience: how to manage the collaboration between compliance and the customer experience, ensuring the best customer experience from the first interaction to the last, and finally a look into one contact center’s journey to a new solutions contact center that realized the customer’s needs and adapted their origination to meet those needs. We will also have time for your questions or sharing of your best practices.

Learning Objective : At the conclusion of this session, participants should be able to:
  • Identify behaviors and skills needed to maintain regulatory compliance while meeting customer needs
  • Discuss the importance of consistent responses regardless of how the customer reaches the contact center
  • Discuss the importance of frontline agent empowerment
  • Discuss the usefulness of surveys and customer feedback and how that information may change the Contact Center processes

Speaker(s)

Holli  Simmons-Little, MS

Managing the Collaboration Between Compliance and the Customer Experience

Holli Simmons-Little, MS

Lilly USA, LLC, United States

Director, The Lilly Answers Center

Katherine  Thomas

Ensuring a Positive Customer Experience From Start to Finish

Katherine Thomas

IQVIA, Inc., United States

Associate Director, Project Leadership, Clinical Operations

Christopher Hugh Bess, BSN, RN

Journey to a New Solutions Contact Center

Christopher Hugh Bess, BSN, RN

UCB, Inc., United States

Associate Director, UCBCares

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