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Contact Center Excellence: Developing & Maintaining a World-Class Contact CenterDirect access to this research is not included with your membership level.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.

A must-have for all contact center executives, this series is critical for driving call center success... (ID CSS-63)
Companies Profiled: A Leading Pharmaceutical Company, Aliant Telecom, American Airlines, American Express, more ...

Research Webcast Series: Next-Generation Medical Information Call Centers: Key Challenges, Current Metrics & Leading TrendsDirect access to this research is not included with your membership level.

Overview "Next-Generation Medical Information Call Centers: Key Challenges, Current Metrics & Leading Trends" pulls together quantitative and qualit... (ID WEB-52)
Companies Profiled: Pharmaceutical Companies

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Building a World Class Medical Information and Patient Services Call CenterDirect access to this research is not included with your membership level.

Medical information and patient services call centers need to focus on meeting the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service... (ID PCS-214)
Companies Profiled: Abbott, Zoetis Inc., Advanced Sterilization Products, Akcea Therapeutics, more ...

Benchmarking the Roles and Responsibilities for U.S.-Based Field Medical Team Interactions with Managed Care CustomersDirect access to this research is not included with your membership level.

Pharmaceutical companies continue to improve the effectiveness of their managed care interactions by employing specialized medical liaisons who can speak the "payer language... (ID POP-283)
Companies Profiled: Abbvie, Bayer, Biogen, Boehringer Ingelheim, more ...

Digital Innovation Path: Trends in Healthcare Digital Marketing Innovation, Customer Engagement, Investment and ApprovalsDirect access to this research is not included with your membership level.

To maximize performance, healthcare companies must select and finance the right digital marketing innovations, channels, tools and approaches to reach customers... (ID PSM-337)
Companies Profiled: Alkermes, Astellas, Baxter International, Bayer, more ...

Medical Device Sales Excellence: Training Field Professionals to Deliver Value-Based Solutions to Today’s CustomersDirect access to this research is not included with your membership level.

To meet the challenges posed by the consolidation and increasing leverage of care networks and hospitals, medical device sales professionals must ada... (ID PSM-344)
Companies Profiled: Ambu, B. Braun, Boston Scientific, ConvaTec, more ...

Best Practices in Advancing Customer Marketing: Innovations in Engaging and Communicating with Health Care Providers, Patients, Payers and KOLsDirect access to this research is not included with your membership level.

To overcome challenges in reaching all pharmaceutical customers today, savvy bio-pharmaceutical company leaders must embrace innovation in their marketing programs... (ID PSM-280)
Companies Profiled: EMD Serono, Molnlycke Healthcare, Boehringer Ingelheim, Glenmark, more ...

Creating a World-Class Call Center in North America’s Current Healthcare Environment: Performance Metrics, Operations, Structures and TrendsDirect access to this research is not included with your membership level.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.

Contact centers must focus today on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service... (ID PCS-211)
Companies Profiled: Abbott, ASP, Alcon, Biosense Webster, more ...

Building a World-Class Call Center: Performance Metrics, Operations, Structures & Trends at Consumer/OTC CompaniesDirect access to this research is not included with your membership level.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.This document contains Metrics, Graphics and a detailed Process Map.

Contact centers must focus on how to meet the needs of customers who are increasingly mobile, increasingly connected, and increasingly impatient with slow service... (ID PCS-212)
Companies Profiled: Alcon, Colgate Palmolive, GSK Consumer, Merck Consumer, more ...

Targeting Pharmaceutical Customers through Market SegmentationDirect access to this research is not included with your membership level.

Drive demand with world-class segmentation research methods that create new paths to customers... (ID SM-128)
Companies Profiled: A Leading Pharmaceutical Company, Sanofi-aventis, AstraZeneca, GlaxoSmithKline, more ...