Jim Schweitzer to Present at DIA Annual Meeting in Boston, MA

Posted June 14, 2013 by Yong Lee / About VoiceVision, Cloud, Pharma, Regulation / 0 Comments Jim Schweitzer to Present at DIA Annual Meeting in Boston, MA

"Reducing Business Risk While Remaining Compliant with SaaS Solutions" will be the topic discussed by Jim Schweitzer, Director of Commercial Technology Services at Vision Point Systems, at the 2013 DIA Annual Meeting in Boston, Mass. Jim will presenting in a morning session on Tuesday, June 25th. The presentation will be part of a session on "Acheiving… Learn More

The Perils of Cross-Functional Agents

Posted September 17, 2012 by Jim Schweitzer / Customer Satisfaction, Contact Center Operations, Regulation / 0 Comments

Cross-functional agents - agents responsible for handling more than one class of business transaction in a contact center - are valuable in many situations. Many contact centers serve an incredible breadth of subject matter and customer types, and sometimes certain requests are too rare to warrant full-time staff. Cross-training agents allows higher utilization and more flexibility with staff forecasting. However, context switching creates inefficiency and the potential for poor customer service. Having all types of calls blindly route to the same pool of agents is inefficient, and irritating. It’s inefficient simply because it takes time for the agent to determine the reason for the call. It’s Irritating to the customer… Learn More

The V Word

Posted November 18, 2011 by Jim Schweitzer / Pharma, Regulation, Testing and Quality / 0 Comments The V Word

Validation - this word has been making many in pharma industry shudder at the thought for almost 15 years. In 1997, the FDA released 21 CFR part 11 - new regulatory code aimed at establishing the rules and expectations for using computer systems (speci´Čücally electronic records and electronic… Learn More

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