Institute for International Research

5 Reasons Why This is THE Must Attend Contact Center Event of the Year for Pharmaceuticals, Generics, OTC, & Biotech:

1. Break out of the silo mentality and learn best practices for improving the interface between marketing and the sales force
2. Do more with less without sacrificing quality customer service by incorporating Six Sigma processes that increase efficiency and effectiveness within the call center
3. Go beyond and gather larger and wider metrics that matter for sustainable value
4. Optimize your workforce & minimize turnover by practicing effective leadership, recruiting and retaining top talent and demonstrating a career path for your staff
5. Implement a business continuity plan, comply with Sarbanes-Oxley, & decrease risk during

More Interactivity & Shared Learning Makes this a Guaranteed Do Not Miss!

• ROUNDTABLE ACTIVITY:
  Learn how a traditional, passive contact center can actually be utilized in nontraditional ways to become a proactive value center for the organization enterprise-wide
• PANEL DISCUSSION:
  Insourcing vs. Outsourcing – What are the Pro's & Con's and Which is Right for Your Organization?
• TECHNOLOGY SHOWCASE:
  Spotlight on Mastering IVR's & Assessing, Implementing, and Managing VoIP
  

More Workshop Choices on Topics That Matter Most!

• Offshoring & Outsourcing: Implementation and Risk Reduction
• HIPAA – A Pharma Contact Center Opportunity Disguised as a Regulatory Burden
• FDA Inspections of Contact Centers: Preparing, Surviving, & Moving On
• Workforce Optimization, Effective Leadership, Career Pathing, & Retaining Top Talent to Minimize Turnover