Institute for International Research

Online Documentation Now Available!

In an ever-changing world, today's customer has a wealth of information at their fingertips and is more
educated than ever before. This is due to the advent of the internet and new emerging technologies on what seems to feel like almost a daily basis. Information is so readily available, in fact, that your customers can be just as educated and knowledgeable about a certain drug or condition as the physicians are. In response to this, contact centers need to be armed and equipped with the most current, factual information possible and they must be ready to respond to their customers' needs instantaneously. One of the most important ways a contact center can achieve superior customer service is by improving the INTERFACE between other business units within the organization such as marketing and sales.

The role of the contact center, over time, has changed dramatically. It is no longer a traditional passive call center, simply handling customer questions and complaints. Today, the most successful proactive centers are stepping out of this traditional role and taking on the challenge of becoming more of an asset by engaging in marketing and sales initiatives that craft new roles and responsibilities for the contact center that CREATE VALUE.

This year, we will go in-depth and link both the strategic and operational aspects of the most successful
contact centers in the pharmaceutical industry today. By building this bridge, TRANSFORMATIONS will occur that will help to position your contact center as a value center, thus making it easier to communicate all the benefits that a center brings not only to the organization, but more importantly, to your customers.

So…

• Get ready to break out of the silo mentality.
• Get ready to do more with less without sacrificing quality customer service.
• Get ready to overcome fear factors relating to FDA and HIPAA compliance.
• Get ready to be TRANSFORMED!

It is our great pleasure to invite your participation in IIR's 3rd Annual Pharmaceutical Contact Center
Event. Please join us October 23-25, 2006 in Florham Park, New Jersey at the Hamilton Park Hotel &
Conference Center. Our dedication to a robust, content-driven program promises to be one of the most
educational and entertaining conferences in years!