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Leverage Digital Tools and Comprehensive Strategies to Enhance the Customer Journey

January 29-30, 2019
  • Philadelphia, PA

Join your colleagues to hear more about how to enrich the customer experience by leveraging call center capabilities. CBI’s 18th Annual Contact Centers serves as the gold standard event for those responsible for bio/pharma call center strategy and management. This program provides a unique opportunity to benchmark with colleagues in the life sciences and learn more about innovative approaches for utilizing digital tools to build relationships with HCPs and patients, including:

  • Identify gaps in your contact center strategy by listening to the voice of the customer
  • Advance telephony to elevate efficacy and streamline the customer journey
  • Discuss the role of patient support services within contact centers
  • Explore opportunities to mitigate risk and enhance compliance in contact center operations
  • Leverage innovative metrics to demonstrate the value of contact center activities and improve feedback loops
  • Hear about the implications of data privacy and cybersecurity within contact centers
  • Understand how new tools and technologies can be effectively leveraged to centralize information and provide higher quality customer service
  • Delve into the shift from multichannel to omnichannel communications and its implications
  • Bridge the gap between diverse stakeholders to harmonize contact center operations
  • Optimize relationships with vendors to maximize results
  • Understand the challenges and opportunities in expanding global reach
  • Identify opportunities to leverage AI technologies in contact centers

PREVIOUS ATTENDEE ACCLAIM:

This conference was informational and provided lots of ideas to bring back to my organization to consider as the external environment continues to evolve.

Director, Medical Information, GSK

I felt the content was rich and intelligent. I’m already planning on attending next year!

Anonymous

18th Annual Bio/Pharma Contact Centers

Leverage Digital Tools and Comprehensive Strategies to Enhance the Customer Journey

Join your colleagues to hear more about how to enrich the customer experience by leveraging call center capabilities. CBI’s 18th Annual Contact Centers serves as the gold standard event for those responsible for bio/pharma call center strategy and management. This program provides a unique opportunity to benchmark with colleagues in the life sciences and learn more about innovative approaches for utilizing digital tools to build relationships with HCPs and patients, including:

  • Identify gaps in your contact center strategy by listening to the voice of the customer
  • Advance telephony to elevate efficacy and streamline the customer journey
  • Discuss the role of patient support services within contact centers
  • Explore opportunities to mitigate risk and enhance compliance in contact center operations
  • Leverage innovative metrics to demonstrate the value of contact center activities and improve feedback loops
  • Hear about the implications of data privacy and cybersecurity within contact centers
  • Understand how new tools and technologies can be effectively leveraged to centralize information and provide higher quality customer service
  • Delve into the shift from multichannel to omnichannel communications and its implications
  • Bridge the gap between diverse stakeholders to harmonize contact center operations
  • Optimize relationships with vendors to maximize results
  • Understand the challenges and opportunities in expanding global reach
  • Identify opportunities to leverage AI technologies in contact centers

PREVIOUS ATTENDEE ACCLAIM:

This conference was informational and provided lots of ideas to bring back to my organization to consider as the external environment continues to evolve.

Director, Medical Information, GSK

I felt the content was rich and intelligent. I’m already planning on attending next year!

Anonymous