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Technology in the Medical Information Contact Center: Innovation and Best Practices

Track:
Medical Communications (Call Center)

Day & Time:
March 11, 8:30AM - 10:00AM

Room Number:
Ballroom Salon H

Type:
Session

Title:
Technology in the Medical Information Contact Center: Innovation and Best Practices

Chair(s):
David Bowers, PharmD
Director, Medical Communications
PPD, United States

Description:
In our highly regulated industry, adopting innovative technologies can be daunting. Managers may struggle with simple questions, such as, what new technology is available? What are other companies doing?

This session will explore the adoption of new technology among pharmaceutical contact centers. Results from a recent survey of technology practices within the industry will be reviewed. Case studies will be shared to provide real world examples of how innovative technologies have been successfully adopted within the contact center.

Learning Objective(s):
At the conclusion of this session, participants should be able to:
Recognize innovative technologies that are being adopted within medical information contact centers
Discuss current trends and technology solutions used within the industry
Define strategies used by other pharmaceutical companies to successfully implement new technologies

Presentation(s) & Speaker(s):
Technology Innovation and Best Practices
Suzana Giffin, PharmD
Executive Director, Medical Information
Amgen, United States

Technology Innovation and Best Practices
Maureen L. Baldwin, MSN, RN
Associate Director, Medical Customer Interface Medical Information
Pfizer Inc., United States

© 2014 DIA