With majority of the clinical trials moving to a virtual model of operation, a Cognitive Contact Center is critical to manage this shift for patients 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.
Watch the webinar for 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?
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