Your metric will be available for viewing across all trials in 12 months or so…
Here is a typical conundrum facing clinical trial operations executives – you already know what you want to measure and you already have the data you need, but there are not enough hours in the day to...
View Article21st Century Challenges to Customer Service
Today's customer service is often shaped by the abilities and limitations of modern technology - a situation which guarantees that it will be characterized by change - both subtle and significant. The...
View ArticleAdopting the Village Store Approach to Service
...some problems evoke more human emotion than others. Such as the lady who bought a satellite dish on eBay and called when her 60-year old husband was up on the roof threatening to throw it (and...
View ArticleUsing Technology Appropriately in the Traditional Contact Center
A particular problem that has plagued human-computer interaction since the creation of ENIAC is that of information access. True, simple queries can provide users with countless facts and figures....
View Article2010 President’s Message
Throughout 2010, we will continue to be a driving force in our clients' business transformations, success and growth. Mastering four key elements will be a central focus of our work with clients in the...
View ArticleStart-Up Contact Center Considerations
Here are some immediate questions to think about as you consider your contact center start-up: What kind of technology will you use to provide a consistent, high quality of service to your customers?...
View ArticleTA Consultant Michael Cusack Published Article in Contract Pharma
Transformation Associates, Inc. (TA), a leading provider of consulting, training and technology solutions for the pharmaceutical and biotech industry, announced today that senior consultant Michael...
View Article2011 President’s Message
This year will be a benchmark for lean, smart consulting companies that offer a combination of process improvement and technological innovation. Today’s successful consultant is a true hybrid resource...
View ArticleTA Consultant Publishes Article in Applied Clinical Trials
TA consultant Michael Cusack published an article entitled “Best Practices for Clinical Trial Operations Using Workflow Management Solutions” in Applied Clinical Trials online magazine.
View ArticleNovo Nordisk’s Chargeback and Contracting Best Practices
I had the good fortune to moderate the panel discussion on Best Practices in Chargeback and Contracting at the recent CBI conference in Philadelphia on June 22, 2011. The lively and engaging discussion...
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