The 3rd Annual Pharmaceutical Contact Center Event
Agenda Day One
| Tuesday, October 24, 2006 | |
| 7:15 | Registration & Morning Coffee |
| 8:00 | Chairwoman's Opening Remarks: Alena C. Galante, Director, Consumer Affairs PFIZER CONSUMER HEALTHCARE |
| 8:15 | KEYNOTE PRESENTATION:
Powering the Contact Center to the Strategic Center of Your Business Jeanne Bliss, AMERICA'S CHIEF CUSTOMER ZEALOT & AUTHOR of "Chief Customer Officer: Getting Past Lip Service to Passionate Action" |
| 9:15 |
Customer-Centricity: The Future of Pharma
|
| 10:00 | Networking Break |
| 10:30 | ROUNDTABLE DISCUSSION:
Non-traditional, Proactive Roles & Uses of the Contact Center that Create Value Moderator: Lee Houser, Sr. Director of Business Planning ORTHO-MCNEIL JANSSEN SCIENTIFIC AFFAIRS, LLC |
| 11:45 | Breaking Out of the Silo Mentality: Best Practices on How the Contact Center Stays Connected with Marketing & Sales and Supports Their Initiatives with Customers & Healthcare Providers
Ernest Gurwich, Pharm.D., M.S., Project Director BOEHRINGER INGELHEIM PHARMACEUTICALS, INC. |
| 12:30 | Luncheon |
|
CREATING VALUE FOR CUSTOMERS, PHYSICIANS & HEALTHCARE PROVIDERS THROUGH CONTACT CENTERS |
|
| 1:45 | Doing More with Less: Reducing Costs without Sacrificing Quality Customer Service Nicole Corder, Manager, The Lilly Answer Center ELI LILLY AND COMPANY |
| 2:30 | The Value of Customer Satisfaction Measurement for the Contact Center Lesley Fierro, M.S., PharmD, Senior Director Medical Information Services SANOFI-AVENTIS & Richard Shapiro, President – THE CENTER FOR CLIENT RETENTION |
| 3:15 | Quality Assurance Practices Within Your Contact Center Kristin Ortlieb, Vice President of Data & Quality Management & Kelly Andress, Manager Business Development ALLIANCE HEALTHCARE INFORMATION, INC. |
| 4:00 | Networking Break |
| 4:30 |
Business Continuity – An All Hazards Approach |
| 5:15 | Metrics That Matter: Going Beyond to Gather Larger & Wider Metrics for Sustainable Value Felicia Rinehimer, Director Consumer Information Center JOHNSON & JOHNSON CONSUMER PRODUCTS |
| 6:00 | End of Day One |
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