Navigation Links
Consumer Health Call Centers Exploring & Modernizing Technologies to Expand Customer Connectivity
Date:12/6/2013

CHAPEL HILL, N.C., Dec. 6, 2013 /PRNewswire/ -- Call centers today are increasingly faced with various pressures, including meeting regulatory requirements and satisfying customer inquiries. In addition, leaders must effectively complete these tasks while also holding down costs. In order to meet the needs of customers who are increasingly mobile, increasingly connected and increasingly impatient with slow service, leaders must understand how to properly support a growing variety of customer interaction channels and tools.

Recent research by benchmarking firm, Best Practices, LLC found that up to 43% of respondents from consumer and OTC (Over the Counter) companies expect to add new technology to their call centers in the next two years. The need to support a growing variety of customer interaction channels and tools is driving call centers to modernize their technology and expand customer connectivity options.

The report, "Building a World-Class Call Center: Performance Metrics, Operations, Structures & Trends at Consumer/OTC Companies," provides industry metrics and insights for consumer health call center leaders to compare themselves to their industry peers. Organizations can use this research as a guide to help their call centers to maintain high performance levels in the complex and demanding marketplace that exists.

Key study topics include:          

  • Call Center Budget, Staffing, And Management Trends
  • Use Of Social Media
  • CRM, IVR And Back-Up Services
  • Role Of Third-Party Vendors
  • Complaint Resolution Practices
  • New/ Innovative Technologies & Trends

This benchmarking research drew participation from call center leaders from 9 OTC 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: http://www.best-in-class.com/rr1253.htm

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 http://www.best-in-class.com/.

ABOUT BEST PRACTICES, LLC
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.


'/>"/>
SOURCE Best Practices, LLC
Copyright©2012 PR Newswire.
All rights reserved

Related medicine technology :

1. USANA Probiotic Product Gets Seal Of Approval From ConsumerLab.com
2. Consumer Watchdog Calls On Kaiser CEO To Disclose Substance Abuse & Patient Safety Problems At Health System Following High Profile Denials By Kaiser Doc
3. Pharmaceutical Industry Turning to Emerging Market Research Tools to Better Understand Consumer Decision-Making
4. Average Consumer Can Now Store Entire Genome with New Product MyDNA Safe
5. Study Assesses New Tools, Technologies, and Approaches for Understanding and Communicating with Consumers
6. Consumer Marketing Research Innovation: Assessing New Tools for Understanding and Communicating with Consumers
7. Sunrise Pharmaceutical, Inc. Sued for Violation of New Jersey Consumer Fraud Act
8. Consumers Union Calls On Medical Device Makers to Provide Warranties for Hip & Knee Implants
9. Assurex Health Appoints Veteran P&G Consumer Products Executive Virginia Coleman Drosos President to Lead Personalized Medicine Growth
10. CVS/pharmacy Consumer Survey Finds Less than Half of Americans are More Likely to Get Vaccinated Following Last Seasons Flu Outbreak, But Many More Call getting a Flu Shot a "Social Responsibility"
11. EPGL Medical Invents Self Powered Contact Lenses for Medical and Consumer Applications
Post Your Comments:
*Name:
*Comment:
*Email:
(Date:10/10/2017)... 10, 2017   West Pharmaceutical Services, Inc. ... injectable drug administration, today shared the results of a ... improving the intradermal administration of polio vaccines. The study ... in May 2017 by Dr. Ondrej Mach , ... Health Organization (WHO), and recently published in the journal ...
(Date:10/5/2017)... , Oct. 5, 2017  In response to ... Oral and Maxillofacial Surgeons (AAOMS) released prescribing recommendations ... to be used as a first-line therapy to ... Recognizing the value ... White Paper "Opioid Prescribing: Acute and Postoperative Pain ...
(Date:10/4/2017)... WESTWOOD, Mass. , Oct. 4, 2017  According to the Centers ... by the end of October . PhysicianOne Urgent Care is helping communities ... Westchester, NY , by offering no-cost* flu shots through ... , as mandated by certain health insurance regulations. ... The best time to get a flu shot is by ...
Breaking Medicine Technology:
(Date:10/13/2017)... ... October 13, 2017 , ... “The Journey: From the Mountains to ... to save lost souls in the Philippines. “The Journey: From the Mountains to the ... teacher of the Bible. She has taught all ages and currently teaches a class ...
(Date:10/12/2017)... ... October 12, 2017 , ... First ... compliance program management, will showcase a range of technology and learning solutions at ... (NCAL) Convention and Expo to be held October 14–18, 2017 at the Mandalay ...
(Date:10/12/2017)... ... October 12, 2017 , ... Planet Fitness, one of the largest and fastest ... to open a flagship location in Covington, LA at 401 N. U.S. Highway 190, ... next to Office Depot in the Holiday Square shopping center. Its location allows it ...
(Date:10/12/2017)... ... ... IsoComforter, Inc. ( https://isocomforter.com ), one of the Nation’s premier ... of the shoulder pad. The shoulder pad provides optimal support and full contact ... using cold therapy. By utilizing ice and water that is circulated from an insulated ...
(Date:10/12/2017)... ... October 12, 2017 , ... Asante, ... post-acute health care, have expanded their existing home health joint venture through an ... has been operating a joint venture home health company with Asante, delivering clinically ...
Breaking Medicine News(10 mins):