Date: 12 November 2020, Thursday | Time: 11 am – 12 noon ET

With majority of the clinical trials moving to a virtual model of operation, a Cognitive Contact Center is critical to manage this shift for patient and sponsors. Such a modernized contact center requires to have superior capabilities to deliver in a remote and risk-free setting. This webinar aims at sharing knowledge on the observed industry challenges in quickly setting-up and scaling contact centers while accelerating the move to virtual trials and managing expectations with your sponsors.


Jim Mulholland, Instructor at Wake Technical Community College (NC) and Life Sciences consultant
Most recently, Jim was Chief Operating Officer and Life Sciences Partner at MSRCosmos LLC, an IT services and software company.  Jim previously served as Vice President of Digital and Business Technology Innovation at Syneos Health

Ram Yeleswarapu,
Advisor – Healthcare Technologies & Services
Ram co-founded Navitas Life Sciences and led the enterprise as the President & CEO for the last 15+ years.

Steve LoSardo, Vice President, Healthcare Solutions, Mobiquity
With more than 25 years of experience, Steve held leadership roles at IMSHealth, PricewaterhouseCoopers and Verispan, a joint venture between Quintiles Transnational and McKesson focused on healthcare informatics and the generation of Real World Evidence in support of clinical trials.

The webinar will share insights on

  • Best practices & strategies for scaling up Contact Center Management
  • How to plan for global operations supporting multi-locations and maximum languages in a dynamic environment
  • Leveraging the cognitive experiences in enhancing the customer experience and reducing the agent caseload
  • How to use Voice of the Customer (VoC) and omni-channels in key decisions?
  • How to find the balance between customer experience and operational costs?
  • How to approach automation in Contact Center Management?


Register to participate and gain valuable knowledge on managing your virtual clinical trials journey.


Book a Meeting

Schedule some 1 on 1 time with our experts

Book a Meeting

Schedule some 1 on 1 time with our experts

Event details

Nov 12, 2020 6:17 PM