pharmaceutical contact centers

Organized by:

InnovatIve StrategIeS to overcome current challengeS In the changIng envIronment

PharmaceutIcal contact centerS

Cost

Globalization

S av e o v e r $ 3 0 0 w h e n yo u r e g i S t e r b y F r i day, a u g u S t 2 9 , 2 0 1 4 !

october 15 - 16, 2014 • Sheraton PhiladelPhia univerSity city hotel • PhiladelPhia, Pa

F e a t u r e d t h I n k I n g I n c l u d e S : donna Booth,

BS, Pharmd director, medical Information, north american Medical Affairs glaxoSmIthklIne

Joseph Konen Vice President, Medical Affairs; Head, Scientific exchange center of excellence SanoFI

elizabeth mann, Phd director, medical Information PharmacyclIcS, Inc

John J. marrone, mBa leader, uS3c Operations and Performance management merck & co.

richard Petruschke, Pharmd head na Consumer Relationship center novartIS conSumer health, Inc.

k e y t a k e a w a y S Best Practices to Develop a

Successful Global Contact center Program

Take Action on the “Voice of the Customer” to Provide Real Solutions

Explore Case Studies on different contact center Sourcing Strategies

Integrate Cross-Industry Contact Center Strategies for a Fresh Approach to Customer Service

Do More With Less — Cut Costs and Optimize the Customer Centric Approach

Leverage Social Media, Mobile, and Web Functions for Optimum Patient and Customer Engagement

TO REGISTER, PLEASE VISIT WWW.WORLDCOnGRESS.COM/COnTACTCEnTERS • PHOnE: 800-767-9499 • FAx: 781-939-2543 • EMAIL: [email protected]

Educational Underwriter:

Media Partners:

who Should attend:

Vice Presidents, Directors, and Senior Managers of:

Call Centers Customer services/relations/ support/strategy/communication

Customer Product/complaints Medical Information Medical Communication

Medical Affairs

Contact center technology solution providers, outsourced call center vendors, and consultants will also benefit from this conference.

W H Y Y O U S H O U L D S P O N S O R

POSITION your company as a leading

solutions and service provider

MEET your market

SHOWCASE new technology

innovations

INCREASE brand awareness

GENERATE leads and new

business

DEVELOP new and

current client relationships

Benefit from one-on-one meetings, corporate branding and relationship building by participating as an active corporate supporter and sponsor.

To inquire about sponsorship and executive networking opportunities, contact: Suzanne Carroll, Business Development Manager, World Congress

781-939-2648 | [email protected]

Dear Distinguished Colleague,

Contact center professionals face a number of challenges in the ever changing

environment including management of intensifying cost pressures in conjunction

with the maintenance and improvement of customer service, operation of

globalized services, and compliance with the changing regulatory environment.

Join us this October to share and discuss successful strategies for managing a

diverse set of responsibilities. Gain pragmatic takeaways from case studies on

sourcing strategies from both large and boutique pharmaceutical contact center

directors. Learn how to improve service through multi-channel customer

communication, and cutting edge technologies. Hear fresh perspectives from

other industries and incorporate new strategies into your business model.

Don’t miss this networking opportunity to impart knowledge and experiences

with other contact center professionals. I look forward to seeing you there!

Joseph Konen Vice President, Medical Affairs; Head, Scientific Exchange Center of Excellence Sanofi


Register 3 team members, and the 4th member attends for FREE! See Back Page for Details!



Cost

Globalization


team Discount!

TO REGISTER, PLEASE VISIT WWW.WORLDCOnGRESS.COM/COnTACTCEnTERS • PHOnE: 800-767-9499 • FAx: 781-939-2543 • EMAIL: [email protected] REGISTER, PLEASE VISIT WWW.WORLDCOnGRESS.COM/COnTACTCEnTERS • PHOnE: 800-767-9499 • FAx: 781-939-2543 • EMAIL: [email protected]

DAY ONE – WEDNESDAY OCTOBEr 15, 2014 • iN-CONfErENCE WOrkShOp8:00 am – 8:30 am Morning Coffee

8:30 am – 8:45 am Chairperson’s Welcome


8:45 am – 12:00 pm In conference workshop

investigate Strategies to Measure and Communicate the Value of the Contact Center to the CompanyBecause the contact center is not a direct driver of revenue, it is always challenging to effectively advocate for increased staffing and resources. Understand how to prove the value of an in-bound contact center through strategic organization:

• Break down the silos in the company — A contact center that serves commercial, R&D, and medical center increases the visibility of contact center value• Demonstrate the contact center as a driver of business• Leverage resources with expectations and goals of the company• Identify ways to communicate the value of your position to upper level management

Kathleen Meyer Ritz Global Medical Customer Centers, Governance and Operations Lead BRiStol-MyeRS SquiBB

There is a 15 minute coffee and networking break from 10:15 am – 10:30 am

12:00 pm – 1:15 pm Luncheon

DAY ONE – WEDNESDAY OCTOBEr 15, 2014 • MAiN SuMMiT1:15 pm – 2:00 pm take action on the “Voice of the Customer” to Provide Real Solutions

Many times contact center professionals are unable to answer questions immediately. Demonstrate customer dedication by compiling relevant information, and bring back meaningful answers. Strategies for success and discussion points will include:

• Compile information and examine trends to provide the customer with concise and relevant information• Go beyond answering the question — Understand the deficit and provide real solutions• Demonstrate customer dedication through follow-ups with new information

Donna Booth, BS, PharmD Director, Medical Information — US Pharma, North American Medical Affairs GlaxoSMithKline

2:00 pm – 2:45 pm Benchmark Sourcing Strategies for Different Portfolio needs

Hear about what your peers are doing, and learn unique strategies on managing contact centers that are outsourced, in-house, or a combination of both. Questions to be discussed will include:

• What are the benefits of using a vendor versus internal call center staff with regards to staffing flexibility, access to industry expertise, and cost savings• What are the benefits of using a US versus an Ex-US call center vendor • What are key success drivers for working with a vendor

Richard Petruschke, PharmD Head NA Consumer Relationship Center noVaRtiS ConSuMeR health, inC.

elizabeth Mann, PhD Director, Medical Information PhaRMaCyCliCS, inC.

2:45 pm 3:15 pm – Networking and Refreshment Break

Case study


DAY ONE – WEDNESDAY OCTOBEr 15, 2014 (CONTiNuED)3:15 pm – 4:00 pm integrate Cross-industry Contact Center Strategies for a fresh approach to Customer Service

Hear about how contact centers in other industries are engaging in innovative technologies and tactics to improve the customer experience. Consider how these strategies can be applied within the pharmaceutical industry.

• Integrate various channels of communication for an optimal customer service strategy• Learn about innovative technologies that can act as a supplement to the contact center• Gain insights on what other industries are doing to reach customers at every touch point

lorraine avery Senior Vice President, Director Contact Center Operations, aSSoCiateD BanK Board of Director, SoCaP inteRnational

4:00 pm – 4:45 pm Best Practices to Develop a Successful Global Contact Center Program

Companies that have recently undergone mergers or acquisitions face the challenge of centralizing and streamlining their information capture. When expanding contact center operations into different countries requires, decision makers must address the following issues:

• How can you maintain standardized practices while remaining compliant with ex-us regulations• Manage information capture across global contact centers• Language, cultural, and time zone barriers• Address near-sourcing vs. regionalizing contact centers

Thought Leader TBA

4:45 pm – 5:00 pm Chairperson’s Closing Remarks


5:00 pm – 6:00 pm Networking Cocktail Reception

DAY TWO – ThurSDAY OCTOBEr 16, 20147:30 am – 8:30 am Morning Coffee

8:30 am – 8:45 am Chairperson’s Welcome and Review of Day one


8:45 am – 9:30 am Do More With less — Cut Costs and optimize the Customer Centric approach

Every company is interested in driving down costs while maintaining a high quality of service. Learn how to manage expectations with budget cuts.

• Learn from specific cases on how to optimize cost efficiency• Maintain quality of service and customer expectations with budget cuts • Discover strategies to drive down cost and improve service

John J Marrone, MBa Leader, US3C Operations and Performance Management MeRCK & Co.


DAY TWO – ThurSDAY OCTOBEr 16, 2014 (CONTiNuED)9:30 am – 10:15 am leverage Social Media, Mobile, and Web functions for optimum Patient

and Customer engagementAZhelps — AstraZeneca’s Twitter service leverages social media to interact with Patients

• Understand how social media monitoring and response can benefit the overall customer service strategy• Gain insights on how social media can change the scope of customer service and the contact center• Learn how to handle adverse event reporting in the social media sphere

frank lock Director, Information Center aStRaZeneCa

10:15 am – 10:45 am Networking and Refreshment Break

10:45 am – 11:30 am improve Customer Service with iVR, Speech, and text analytics

to Create a More user friendly experienceContact center analytics technologies can dramatically improve the overall customer experience and loyalty. Gain insights how these technologies can cross channels to effectively reduce operational costs, improve processes, and speed time to market in order to align services with your customer preferences.

• Understand the value and impact of these systems for customer service and agent reporting/management• Improve quality management and coaching• Understand effective methods for cross-channel conversation analysis• Improve metrics such as first call resolution, adverse event reporting • Explore innovative ways for identifying areas for process improvement and reducing repeat calls

Richard Scarbath Senior Director, Pharmaceutical and Healthcare Clients GenenSyS

11:30 am – 12:15 pm Contact Center Metrics — explore innovative Strategies to Measure Customer Satisfaction

In the emerging contact center, customer satisfaction is one Key Performance Indicator which warrants our time and attention. Identifying effective and efficient methods for collecting customer satisfaction is only one part of the equation. This session will help identify methods by which we as an industry can leverage useful feedback allowing for implementation of improved customer interactions. We will focus on:

• Mechanisms for customer feedback• Which Customer feedback channels work best and how to act on this information• Addressing survey pitfalls and bias and possible solutions• Strategies for survey integration and key factors surrounding survey questions, frequency and depth• Analyzing the data for actionable results• Connect with marketing to enhance the company brand

Christopher Bess, Rn, BSn Senior Manager, UCBCares, Medical Information uCB

12:15 pm Close of Summit

c o n S I d e r a S P o n S o r S h I P P a c k a g e • Present to Key Players in Your Target Market • Take Advantage of 1-on-1 Sponsor/Attendee Meetings Facilitated On-Site

CAPTURE A TRUE ROI THROUGH SPOnSORSHIP OF THE FOLLOWInG:Agenda Thought Leadership • networking Cocktail Reception • Breakfast Symposia • Luncheon • Executive networking Breaks

To inquire about Sponsorship, Exhibit, Branding, and Executive networking Opportunities, Contact: Suzanne Caroll, Manager, Business Development, World Congress • Call 781-939-2648 or email [email protected]



RegistRation Fee: Register By

8/29/2014

Register By

9/12/2014

Register By

10/15/2014 PHARMA & BIOTECHConference $1495.00 $1795.00 $2095.00STANDARDConference $1795.00 $2095.00 $2395.00

Fee for conference includes welcome coffee, lunch, reception, refreshments, and web-based conference documentation available pre- and post-event, accessible through password-protected website. Checks in U.S. funds drawn from U.S. bank payable to: WC Research Inc. no personal checks accepted. Verification may be required for rate approvals. Please contact us should you have any special needs.

sPeCiaL teaM DisCoUnts: Your organization may send OnE executive FREE for every three delegates registered. All registrations must be made at the same time to qualify. To register your team, contact us at 800-767-9499.

PaRtiCiPant sUbstitUtion anD CanCeLLations: Your registration may be transferred to a member of your organization up to 24 hours in advance of the conference. Cancellations received in writing on or before 30 days prior to the start of the event will be refunded, less a $395 administrative charge. no refunds will be made after this date; however, the registration fee less the $395 administrative charge can be credited to another World Congress conference if you register within 6 months from the date of this conference. In case of conference cancellation, World Congress’ liability is limited to refund of the conference registration fee only. World Congress reserves the right to alter this program without prior notice.

satisFaCtion gUaRanteeD: World Congress stands behind the quality of its conferences. If you are not satisfied with the quality of the conference, a credit will be awarded towards a comparable World Congress conference of your choice.

WeBSiteWorldCongress.com/ contactcenters

RegisteR now! [email protected]

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benchmark sourcing strategies for different portfolio needs

Measure and improve customer satisfaction and loyalty

cut costs and optimize a customer centric approach

Manage a global contact center program — legal, regulatory, and communication barriers

leverage social media, mobile, and web functions for optimum patient and customer engagement

W h y y o u s h o u l d a t t e n d :

Cost

Globalization


pharmaceutical contact centers

Health & Medicine