18th Annual Bio/Pharma Contact Centers
January 29 - 30, 2019 - Philadelphia MA US

CBI a division of UBM Americas

jkuchinski@cbinet.com
Phone: 339-298-2112

Streamline Information Management and Workflow to Optimize Customer Experience 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

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