I would like to know the trend for any type of customer interaction centers within the pharma industry.

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Unfortunately, I'm not aware of any pharma-specific trends regarding contact centers. My suggestion is to contact Purdue University's Center for Customer Driven Quality at http://www.cfs.purdue.edu/conscirt/quality.html. If anyone has statistics specific to your industry, they will. You might also try pharma industry professional associations, professional associations often track industry-specific customer service trends like this.

This was first published in April 2002

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