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Best Practices in Building a World-Class Call Center in North America's Current Healthcare Environment

CHAPEL HILL, N.C., June 12, 2015 /PRNewswire/ -- In today's complex and demanding marketplace, it is challenging for call centers to maintain high performance. As customer's needs change, and in order to support a growing variety of customer interaction channels, leading call centers are examining ways to modernize their technology and expand their connectivity options.

According to recent research by benchmarking firm, Best Practices, LLC, many organizations are examining new tools and technologies to improve the consumer experience. The top areas of exploration include voice recognition, text analytics, and mobile apps. Increasingly, call centers are also adopting live chat services to increase contact options for callers.

The related report, "Creating a World-Class Call Center in North America's Current Healthcare Environment: Performance Metrics, Operations, Structures and Trends," will provide leaders with current metrics for call center performance in the pharmaceutical, medical device, biotech, diagnostics, consumer health, and consumer packaged goods industries.

Among the topics addressed in this study are:
  • Budget and staff size
  • New customer interaction channels
  • Innovative uses of social media
  • The role of vendors in call center management
  • And trends that are driving technology evolution in high-performing contact center organizations.

This benchmarking research drew participation from forty call center leaders from 35 pharmaceutical, biotech, medical device, diagnostic, OTC (Over the Counter), and consumer packaged goods companies. Participation was limited to call centers operating in the United States or Canada.

To access the full report, or to download a complimentary summary containing insights found in this report, click on the following link:

For more information on other recent primary research studies, contact us at 919.403.0251. For related research, visit our Best Practices, LLC website at


Best Practices, LLC is a leading benchmarking, consulting and advisory services firm serving biopharmaceutical and medical device companies worldwide. Best Practices, LLC's clients include all the top 10 and 48 of the top 50 global healthcare companies. The firm conducts primary research and consulting using its comprehensive proprietary benchmarking tools and analysis. The operational insights, findings and analysis form the basis for our Benchmarking Reports, databases and advisory services to support executives in commercial and R&D operations. Best Practices, LLC believes in the profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies.

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