VoiceVision

Interview with ICMI’s Brad Cleveland

Welcome everyone once again to the latest installment of our series of conversations with industry leaders! Today we are speaking with Brad Cleveland, known globally as one of today’s foremost experts in customer strategy and management.

DIA 2012 Preview

I’m on my way to the 2012 DIA Annual Meeting in Philadelphia next week. The DIA organization represents a great confluence of the pieces of the pharmaceutical value chain where VoiceVision is most appropriate.

Mobile is Mandatory

CRM managers must respond to the advent of mobile technology with an enthusiastic embrace.

Use A Knowledge Base To Reduce Costs

A knowledge base is software an organization can use to store knowledge acquired in the course of doing business. We’re talking about a database, only filled with knowledge and wisdom rather than just randomly accumulated data, so it’s a knowledge base.

We Don’t Want To Replace Your Phone System

VoiceVision is a methodical approach to evaluating the overall efficiency of your integrated telephony and contact center resources.
To conduct these evaluations, we have to ask a lot of questions about how staff members get things done with the tools they have.

Aligning the Contact Center with Corporate Goals

A 2012 survey by Knowlagent, unsurprisingly, shows that the top priority for call center managers is improving productivity. What’s the second priority? Alignment of contact center staff goals with corporate goals.

The Customer Is King, Even For Pharma

As I indicated in my post summarizing the CBI Conference on Biopharmaceutical Contact Centers, one of the takeaways from that event was that customer experience still matters, even in an industry that is subject to regulatory or legal constraints.

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