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Session 1: Optimizing Front Line Service - Contact Center Management
Session Chair(s)
Katia Castrillo, PhD
Medical Information Europe Capability Senior Manager
Eli Lilly, Ireland
Medical Information being the front door to our companies, we are faced with the challenge of delivering the best customer experience from the moment they reach out to us—be it through phone lines, emails, and other channels. In this session, our speakers will discuss solutions aimed at enhancing how customers can connect with us. This includes improving the quality of phone IVRs, offering strategies to ease congestion on busy lines, all while maintaining the most optimal journey to reach the answer to their questions.
Speaker(s)
Repainting Medical Information’s front door - Utilising technology to improve and simplify your Phone IVRs
Steve Wright
Pfizer, United Kingdom
Mi OPS Omni-Channel Manager
Flexing Up: keeping service levels high during product launches and volume spikes
Katie Tonge
ProPharma Group, United Kingdom
Director, Medical Information Europe
Partnership for Outsourced Services in Medical Information: From Set-up to Learnings After One Year
Jürgen W.G. Bentz, MD, PhD, MSc
Belgium
Head of Medical Information & Patient Support
Partnership for Outsourced Services in Medical Information: From Set-up to Learnings After One Year
Elizabeth Olbrich, MS, RN
Evidera | PPD, United States
Associate Director
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