Medical Information Contact Centers: Challenges and Best Practices.

Abstract

Today's medical information contact centers face a number of complex challenges. A recent survey of the DIA Medical Communications Special Interest Area Community (SIAC) members indicated that budgetary pressures, employee training, preparing for product launches, and ensuring business continuity are all concerns for the majority of contact centers. Additionally, more than one third of contact centers mentioned mergers and acquisitions. This article will review the results of the survey and discuss best practices for addressing the 3 most common topics noted in the survey: budget, training, and supporting product launches. The article is intended as a resource for contact center managers and to help encourage the sharing of best practices within the industry.