"CenterFirst started working with us when we needed help with improving our contact center operations. They stayed with us to help develop a new global approach for contact centers across all of Shire. CenterFirst consistently brought the right level of expertise in both strategy and operations that helped us advance in this increasingly critical area of our business."— Bob Harrell, Director of Integrated Marketing – Shire
May 2010
by Bill Mugavin
Quality monitoring is a fundamental component of most contact centers; however, there are nearly as many variations of quality monitoring programs as there are contact centers! To get started, let’s establish a common understanding of quality monitoring. Quality monitoring is a contact evaluation process… Read more
Pharmaceutical companies continue to grow across the globe by offering expanded portfolios to new markets and customers. Together with this global growth, companies become faced with the challenge of providing a consistent customer service experience throughout the world. For many of our clients, providing a consistent experience means… Read more
by Pete Guillot
Conducting an assessment is an effective way to prioritize resources, maintain compliance, and benchmark services. Many managers find it difficult to dedicate the time required to complete a thorough analysis and objectively assess their own operations. Some options for gaining objectivity in the assessment process include… Read more
Carmel, Indiana May 1, 2010–CenterFirst Consulting is proud to announce that Bill Mugavin has earned the Certified Professional in Learning and Performance™ (CPLP) credential from the American Society for Training & Development (ASTD) Certification Institute. Earning the CPLP™ credential means...Read more