The 2007 4th annual

Pharmaceutical
Contact Center
Event
The ONLY contact center event demonstrating how to create value through
innovative practices for the Pharmaceutical, Biotech, and Medical Device Companies
September 26 – 28, 2007 • Hamilton Park Hotel & Conference Center • Florham Park, NJ

Keynote Speaker Shared Industry Learning on

John Patterson, Customer 5 Examples of Best Practices:
Service Guru, Sr. Partner
with the CHIP BELL GROUP 1. Recruiting top talent
1.
and President of 2. Retention of your top performers
2.
PROGRESSIVE INSIGHT INC.
3. Training your agents to produce the best results
3.
4. Preparing for a new product launch
4.
Conference Chairman
5. Implementing new technologies
5.
Ernest Gurwich, PharmD, MS,
Project Director
BOEHRINGER INGELHEIM 3 Examples of Next Practices:
PHARMACEUTICALS, INC.
✓ Adapting in an increasingly restrictive environment
✓ Implementing innovative practices – how far can we push
Speaker Faculty: the envelope?
Alliance Healthcare Information, Inc ✓ Demonstrating value – what does this mean to your company?
Astellas Pharmaceuticals US Inc.
Boehringer Ingelheim Pharmaceuticals Inc.
CenterFirst Consulting LLC
CV Therapeutics, Inc.
Eli Lilly and Company
PLUS: All New Sessions for 2007!
EMD Serono • How to Be Innovative In a Restrictive Regulatory Environment
Genentech, Inc.
Hospira, Inc. • Why a Global View of Contact Centers May be Critical to the
Sanofi-Aventis Success of Your Product
Tap Pharmaceuticals • The Broader Realities of Managing the Consumer
Telerx
The Radclyffe Group • The Complexity of The Medical Device Contact Center

PTi international is accredited by the

Sponsor: Media Partner: Accreditation Council for Pharmacy
Education as a provider of continuing
pharmaceutical education.

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 Welcome to the
4th Annual Pharmaceutical Contact Center Event
Dear Industry Colleague,
Who Should
Innovation Attend?
In an increasingly restrictive regulatory environment, it is imperative for contact centers to come This conference is designed
up with innovative ways to achieve customer satisfaction while maintaining compliance. Today’s for contact center
pharmaceutical contact center must combat a host of issues in order to sufficiently demonstrate professionals from
their value. In speaking with 50 industry professionals, we have uncovered that customer pharmaceutical, biotech,
satisfaction, recruiting and training the best agents, and the latest technology advancements are and medical device
paramount to demonstrating value. Look no further than this very comprehensive event to gain
companies:
the insights and strategies you need for your contact center.
Vice Presidents, Directors,
Our Promise and Managers in the
following
The Institute for International Research presents the 4th Annual Pharmaceutical Contact Center departments/areas:
Event. This event promises to deliver the latest developments through a dynamic program run
• Call/Contact Center
by industry leaders. You will learn how to retain your top performers, utilize metrics to
Operations/Services
demonstrate customer satisfaction, and integrate the latest technologies to achieve cost saving
results for your contact center. We highlight the most pressing issues through thought provoking • Medical Communications
sessions, case studies and workshops. • Medical Information

ASK YOURSELF: How can your contact center best • Customer Support
• Customer Operations
demonstrate value to your company?
• Customer Relationship
Find the answer on September 26th, 2007. Register now for the ONLY Contact Center Event for Management
Pharmaceutical, Biotech, and Medical Device companies. Don’t miss your chance to network • Customer Service
with other contact center professionals and hear the best and next industry practices. We look
forward to seeing you at the event! • Customer Care
• Drug Safety & Information
Sincerely,
Will Also Be of Interest
To:
• Outsourced Customer Care
Jennie Friedlich Valerie Bowling and Contact Centers
Event Director, Pharmaceutical Division Divisional Manager, Pharmaceutical Division • Consulting Firms
Institute for International Research Institute for International Research
• Technology Firms

A Very Special Thanks to Our
Conference Advisory Board:
• Nicole Corder, RPh, MBA, Manager, THE LILLY
ANSWERS CENTER, ELI LILLY AND COMPANY
• Michael Ebhardt, Vice President, Business
Development, TELERX
• Ernest Gurwich, PharmD, MS, Project Director,
• Elizabeth A. Ahearn, President and CEO,
THE RADCLYFFE GROUP
• Tim Batchelder, MS, Medical Information
Systems Manager, EMD SERONO
• Maureen Cawley, PharmD, Medical
Communications Scientist, GENENTECH
• Nicole Corder, RPh, MBA, Manager, The Lilly
Answers Center, ELI LILLY AND COMPANY
• Pete Guillot, MBA, RAC, CIA, CPA, President,
CENTERFIRST CONSULTING LLC
• Ernest Gurwich, PharmD, MS, Project Director,
BOEHRINGER INGELHEIM PHARMACEUTICALS INC.
• Stephen L Harris, PharmD, Director,
Professional Services, Medical Affairs,
CV THERAPEUTICS, INC.
• Janet Johnston, RN, BSN, Assistant Director,
©2007 IIR Holdings, Ltd.

BOEHRINGER INGELHEIM PHARMACEUTICALS INC.
• Debra Skarda, MS, RN, Associate Director,
Global Medical Affairs, HOSPIRA, INC.
And to Our Speaking Faculty for
Their Expertise and Commitment:
• KEYNOTE: John Patterson, Customer Service
Guru, Sr. Partner with the CHIP BELL GROUP
and President of PROGRESSIVE INSIGHT INC.
• Barbara Elwell, Senior Vice President,
Healthcare Business Unit, TELERX
• Stacey M. Fung, PharmD, Senior Scientist,
Medical Communications, GENENTECH, INC
• Maureen Garrity, PharmD., Director, Medical
Information, ASTELLAS PHARMACEUTICALS
US, INC.
• Mary Anne Greenberg, President, COO,
Safety Surveillance, Pharmacovigilance,
TAP PHARMACEUTICAL PRODUCTS, INC.
• Kripa Patel, PharmD, MBA, Manager, Medical
Information Services, SANOFI-AVENTIS
• Debra Skarda, MS, RN, Associate Director,
Global Medical Affairs, HOSPIRA, INC.

2
Alliance Healthcare Information, Inc.

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 Pre-Conference Workshops: Wednesday, September 26th, 2007
Morning Workshop:
8:00 Morning Workshop Registration and Morning Coffee
8:30 Workshop Begins
B1 Recruiting and Training the Right Agent for the Job
Recruiting and training are challenges that every contact center
faces. It is difficult to find agents with the appropriate background.
This workshop will demonstrate how to find the right person for the
job and how to adequately train them once they are hired.
• How to recruit and develop: Where to find the best agents
• Training an agent to interact with various customers: Health
care professionals vs. consumers.
• Training the agent in regulatory guidelines
• Customer sensitivity training: How to handle angry callers
• Call center simulation tools as a means to determining
prospective candidate’s skill sets
Afternoon Workshop:
1:00 Afternoon Workshop Registration
1:30 Workshop Begins
B2 Becoming FDA “Inspection Ready”: How to Build and Maintain a Quality System for Your Contact Center
More than 475,000 adverse events were reported to the FDA in
2006, and that is estimated to be just 10% of the true total. To
fulfill its mission of protecting the public health, the FDA
continues to enforce ways to improve the private sector’s ability to
recognize, collect, and report adverse events and product quality
complaints. Your call center is most likely your organization’s most
important collection point for post-marketing adverse event and
product quality complaint reports, and, if so, the FDA expects you
to build and maintain a Quality System aligned to current GMPs.
This interactive workshop will give you an overview of current
regulation and call center best practices as well as an introduction
on how to build and maintain a Quality System within your own
call center
• What are the components of a Quality System
• How do I get started and how do I keep people aligned to the
procedures
Top 5 Conference
Learning Goals:
1. Increase your retention rate by learning how to
keep top performers
2.
2. Demonstrate value back to internal stakeholders
3. Illustrate customer satisfaction through metrics
©2007 IIR Holdings, Ltd.
and ROI measurements
4. Discover new technologies and the benefit these
developments could have on your contact center
5. Implement innovative practices while working in a
restrictive environment
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10:00 30 Minute Networking Break
12:00 Workshop Concludes/Lunch for Morning Workshop Attendees
Workshop Leader:
Elizabeth A. Ahearn, President and CEO, THE RADCLYFFE GROUP
Who Should Attend:
This workshop is recommended for contact center professionals
who deal with the hiring and training of agents.
• Call/Contact Center Operations/Services
• Medical Communications
• Customer Service
• Customer Relationship Management
3:00 30 Minute Networking and Refreshment Break
5:00 Workshop Concludes
• What are my areas of greatest exposure and how do I mitigate
my risks
• How do I use call center metrics to complement my Quality
System
Workshop Leader:
Pete Guillot, MBA, RAC, CIA, CPA, President, CENTERFIRST
CONSULTING LLC
Who Should Attend:
This workshop is designed for those contact center and medical
information professionals who deal with compliance issues.
• Call/Contact Center Operations/Services
• Medical Information
• Drug Safety & Information
• Pharmacovigilance
Interested in Sponsoring or
Exhibiting?
The 4th Annual Pharmaceutical Contact Center Event offers you
a unique opportunity to showcase your products and/or services
to a targeted group of key decision makers. Morning and
afternoon breaks are carefully designed to ensure maximum
networking opportunities, and all exhibits are strategically
positioned.
Maximize your 2007 marketing dollars by exhibiting at this
event or increase your exposure even further by sponsoring a
cocktail reception, luncheon, or breakfast. For information on
sponsorship opportunities, please contact Sarah Scarry at
212.661.3500 ext. 3013 or email sscarry@iirusa.com
3
 Main Conference Day One: Thursday, September 27th, 2007
8:00 Registration and Morning Coffee
8:45 Chair’s Welcoming Remarks
Ernest Gurwich, PharmD., MS, Project Director, BOEHRINGER
INGELHEIM PHARMACEUTICALS, INC.
INNOVATIVE STRATEGIES FOR YOUR
CONTACT CENTER
9:00 Customer Satisfaction: How Understanding Your Customers’
Needs Can Drive the Success of Your Contact Center
We know all too well that achieving excellence in customer
satisfaction and productivity are critical components for a first
class call center. We all want this, but what are best examples and
even next examples we can learn from? This session provides
practical advice and tips to implement at your contact center.
• Know your customer: The differences between serving
consumers and health care professionals.
• Learn how customer feedback has been obtained by medical
communications groups.
• How to identify improvements to services based on feedback.
Maureen Cawley, PharmD, Medical Communications Scientist,
GENENTECH
9:45 15 Minute Mid-Morning refreshment break
10:00 KEYNOTE PRESENTATION
Re-Energize the Customer Experience Through
Remarkable Service
Customers see your company through the attitudes and practices
of the employees they interact with. The impact of your employees’
interaction with customers is heightened in a contact center
environment. Great service providers know that creating a
remarkable service experience drives customer loyalty, bottom line
growth and a great work environment. The Elite execute
remarkable service through up-to-date customer intelligence, a
purposeful service strategy, customer-centric metrics that insure
focus, standards that promote consistency, service forensics able
to repair hiccups before they disappoint customers, and a people
plan that has effective leadership as its centerpiece. This
execution formula produces a rich customer experience that drives
customer loyalty and is imperative to enhancing business growth
and/or unit reputation. Nowhere has the need for creating a
remarkable service experience today become more important than
in regulated industries.
Based on John Patterson’s and co-author Dr. Chip Bell’s cutting-edge
research, rich consulting experience in the medical, utility, animal
health and financial services industries and their forthcoming book,
Customer Loyalty Guaranteed, this provocative, high energy session
reveals the tactics essential to creating customer loyalty through a
remarkable customer service experience. Leaders learn concrete
ways to release employee passion, encourage great service recovery
and reinvent problem processes.
John Patterson, Customer Service Guru, Sr. Partner with the CHIP
BELL GROUP and President of PROGRESSIVE INSIGHT INC.
11:30 Quality Management Integration Across Your
Organization
So you think you have a quality contact center? Is your quality
management system helping you meet your bottom-line goal of
building loyalty and driving revenue? This session looks at the
challenges around the ability to measure, capture and utilize
metrics faced by many companies with a shared desire to improve
core business processes.
• What are the policies, processes and procedures in your
4
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contact center?
• Design a quality management system that is right for your
organization.
• What is the cost of quality?
• Integration across the entire organization with buy in and
adherence.
Barbara Elwell, Senior Vice President, Healthcare Business Unit,
TELERX
12:15 Luncheon for Delegates and Speakers
1:30 Adverse Event Reporting: What You Need to Know to
Comply with Regulations
The contact center serves as the most important department in
collecting the reporting of adverse events. The majority of adverse
event reporting comes through contact centers. This session gives
an update on how to properly report adverse events and what is
needed to do so:
• Define process and procedures
• Training agents to adequately deal with adverse events
• Technologies for reporting adverse events: The switch to a
paperless system?
Janet Johnston, RN, BSN, Assistant Director, Safety Surveillance,
Pharmacovigilance, TAP PHARMACEUTICAL PRODUCTS, INC.
2:15 Why a Global View of Contact Centers May be Critical to
the Success of the Product
There is a significant lag between contact centers that take a
global view vs. those that take a US centric view. What does this
mean to our customers, patients, and our company’s bottom-line?
• Why are some pharmaceutical contact centers taking a global
approach?
• Are we providing the same information to customers globally?
• How do we assure consistent safety messages?
• What bench marking exists?
Debra Skarda, MS, RN, Associate Director, Global Medical Affairs,
HOSPIRA, INC.
3:00 30 Minute Afternoon Networking Break
3:30 INTERACTIVE DISCUSSION
Demonstrating Value Back to Your Business
It is extremely important for a pharmaceutical contact center to
have the ability to demonstrate value to company decision makers.
But, how do you demonstrate value effectively? And who are you
trying to influence in your company? This break out session
explores the issue of value and how to best communicate this
essential component of your contact center.
• What does value mean to your company?
• How do you measure productivity?
• Continuous effort to maximize value of head count
• How can you effectively demonstrate your ROI to your CFO?
The way this break out is going to work is we will facilitate several
round table discussion on different ideas. We will switch groups to
discuss different ideas so the attendees will be able to network
©2007 IIR Holdings, Ltd.
with everyone in the room.
Facilitated by:
Maureen Garrity, PharmD., Director, Medical Information, ASTELLAS
PHARMACEUTICALS US, INC.
Debra Skarda, MS, RN, Associate Director, Global Medical Affairs,
HOSPIRA, INC
 4:15 INTERACTIVE DISCUSSION: How to be Innovative in a
Very Restrictive Regulatory Environment
Every contact center strives to be innovative, but there are
regulatory barriers that can hold back creativity. Learn how to
devise fresh strategies for your contact center while still
maintaining compliance.
• Staying within compliance – How far can you push the envelope?
• Balancing information without marketing influence
• Can we be more innovative?
5:00
• How to reach out to a customer? What else can be done
beyond simply waiting for the customer to come to you?
• Increasing restrictive guidelines
• How it does inhibit creativity?
• What can potentially be done in the grey zone?
• How do audits effect innovation?
Facilitated by: Stephen L Harris, PharmD, Director, Professional
Services, Medical Affairs, CV THERAPEUTICS, INC.
Day One Concludes

Main Conference Day Two: Friday, September 28th, 2007

8:15 Morning Coffee
8:45 Chair’s Welcoming Remarks
Ernest Gurwich, PharmD., MS, Project Director
BOEHRINGER INGELHEIM PHARMACEUTICALS, INC.
IMPLEMENT STRATEGIC LESSONS FOR
YOUR CONTACT CENTER
9:00 Don’t Program Your People to Leave: How to Engage &
Keep Top Performers in your Organization
In working in an increasingly restrictive environment, it can be a
challenge to retain top performers. Keeping your staff engaged
and motivated is extremely important to the success of your
contact center. In this session, we address the following:
• How to keep your staff motivated
• Professional development for contact center staff
• Continuing education opportunities
Liz Ahearn, President, THE RADCLYFFE GROUP
9:45 Prepping for a Recall: How to Prepare Your Contact
Center for the Unexpected
Too often companies think they are prepared for a recall because
they have arrangements in place with their product fulfillment
house that retrieves and ships drugs at the time of a recall. There
is not adequate consideration to the handling of high volumes of
communications with consumers and healthcare professionals that
may be required. Frequently, precious time is spent in the initial
stage of the crisis in frantically designing some fairly mundane
predictable processes. Preparation can be effectively preset for
implementation when needed without knowing the specifics of the
crisis. The best time to prepare is now without the pressures of
the heat of the crisis; therefore, costly miscues can be virtually
eliminated. This session will review a step-by-step preparation
process that will result in a plan that can be put into action the
minute you know there is a problem.
• Learn how to be prepared for a high volume of inquiries related
to a recall
• A step-by-step plan to handle the increased adverse event
reports and product quality complaints increased by a recall
• How to make sure ALL communications coming from your
company are consistent
©2007 IIR Holdings, Ltd.
10:45 The Broader Realities of Managing the Consumer: Help
is on the Way!
This session is designed only for professionals in
pharma/biotech/med device call centers who share the unique
challenges of dealing with consumers. Led by a thought provoking
industry leader, he challenges us to share ideas and solutions on
the following, but not limited to:
• Addressing the challenges associated with callers needs
• Fielding calls from DTC advertising
• On/off label: Knowing what information is restricted
• Operating within regulatory guidelines
• Dealing with the savvy and educated consumer
• Working with the marketing department
Ernest Gurwich, PharmD, MS, Project Director, BOEHRINGER
INGELHEIM PHARMACEUTICALS INC.
11:30 Luncheon for Delegates and Speakers
12:45 Developing Innovative Technology to Support Your Internal
and External Customers with the Resources They Need
Today’s scientific and medical communications and information
functions must embrace new technologies to service their internal
and external customers more quickly and effectively with the
information they need. In this session we will examine the ways
that companies can innovate in this area while maintaining
compliance with regulatory and legal requirements.
• Efficient messaging thru secure Web Communications
• Building User Communities for Knowledge Management
• Connecting your field force to your data thru Business Intelligence
• Taking technology across cultural boundaries: global Project and
Risk Management
• Using E-learning to create training that works
• Business Systems Analysis and establishing ROI
Tim Batchelder, M.S. Medical Information Systems Manager,
EMD SERONO
1:30 Managing Your Outsourced Partnership: How You Can
Maximize the Value of Your Outsourced Partner
Working with an outsourced call center can prove challenging.
Effective and open lines of communication are necessary for a
functioning partnership. In this session, considerations for
ensuring a good working relationship and meeting customer needs
with an outsourced contact center will be discussed.

• Learn how to keep your plan from becoming out of date

Mary Anne Greenberg, President, COO, ALLIANCE HEALTHCARE
INFORMATION, INC.
10:30 15 Minute Mid-Morning Refreshment Break
• How to optimize your relationship with your vendor
• How do you pick the right outsourced partner?
• What are the benefits with outsourcing?
• What steps can be taken to maintain high quality customer
satisfaction?
Stacey M. Fung, PharmD, Senior Scientist, Medical
Communications, GENENTECH, INC

2:15 30 Minute Afternoon Networking Break

5
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2:45 Case Study and Q&A
Prepping for a New Launch: How Sanofi-Aventis
Managed their Contact Center for a New Product Launch
Preparing a contact center for a product or a device launch involves
multiple pre-launch activities involving the following: proactively
identifying needs; creating a plan for addressing issues and having
foresight to identify hurdles to overcome for the launch to be smooth
and successful. Launch activities include and are not limited to
creation of database; coordination with other groups such as
pharmacovigilance, customer service and quality control; the
creation of guidelines and a response database; adherence to SOP’s;
and coordinating with marketing and training. During this session,
we identify and discuss the process adopted by medical information
services to prepare the contact center for a device launch in 2005
and 2007. The session also provides information on the difference
in the launch readiness between the two device launches.
• Pre-Launch activities
• Development of standard letters
• Coordinating with marketing
• Contact Center Training
• Performance Measurement
• Issues and Solutions
Kripa Patel, PharmD, MBA, Manager, Medical Information
Services, SANOFI-AVENTIS
3:45 The Complexity of the Medical Device Contact Center:
How to Combat Challenges Unique to Medical Devices
The support of medical devices in the Contact Center can present
with a unique set of challenges. Agents must not only be trained
in the nuances of medical device operations and regulatory
requirements, but they also must be able to effectively
communicate troubleshooting techniques across a non-visual
medium. Pharmaceutical and biotech professionals are
encouraged to attend this session and learn from the practices of
the medical device contact center.
• Keeping up with the increasing number medical devices in the
contact center environment and how best to meet your
customer’s needs
• Effectively training your staff on how to provide directions for
use and troubleshooting for medical devices
• Learn about the latest regulatory requirements for supporting
medical devices in the contact center
• Overcoming the challenges that a medical device can add to
your forecast
• Removing the complexity of supporting a medical device in
conjunction with a pharmaceutical product
Nicole Corder, RPh, MBA, Manager, The Lilly Answers Center,
ELI LILLY AND COMPANY
4:30 Conference Concludes

PTi international is accredited by

the Accreditation Council for
Pharmacy Education as a provider
About the Conference Venue
of continuing pharmaceutical
education. Participants will receive a
maximum of 19.75 hours (1.9 CEUs) of
continuing education credit for full
participation in the (X) day training. ACPE
#326-999-07-183-L04. Initial release:
09/26/2007

This premiere New Jersey conference center is also well known as a prestigious site for
weddings, weekend getaways or the business traveler. The recently completed $4 million
renovation further enhances the Hamilton Park Hotel & Conference Center’s ambience and
cosmopolitan sophistication. Only an hour from New York City and 20 minutes from
Newark International Airport, the property is conveniently located for the business or
leisure traveler.

Conferences Create
Experiences
Think a Conference Can’t
Improve Your Provider Network?
Many Thanks for the Support of Our Sponsor
Telerx, a highly specialized healthcare provider of outsourced customer care and
Think again. contact center services, is ahead of the curve in developing integrated, efficient and
cost-effective customer-centric solutions for healthcare companies. Telerx’s
There is NO SUBSTITUTE for
customer care strategies boost customer value and enable healthcare companies to
©2007 IIR Holdings, Ltd.

face to face learning and
networking. Webinars, virtual
meetings, teleconferences and
emails provide some value, but
ONLY through human
interaction can you create real
life communities that foster
long lasting professional
relationships!
improve their profitability despite economic and industry change.
About Our Information Partner
Product Management Today is the only publication wholly focused on the marketing needs
of today's pharmaceutical product managers. PMT's editorial mission is to provide the
product management team with practical solutions to today's marketing challenges. Every
issue furnishes important information from industry experts that helps the product management team do
their jobs more effectively and enables them to react quickly to the ever-evolving health care marketplace.
The emphasis on practical, day-to-day solutions has made PMT a valuable tool to the product management
team.

6
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 Pharmaceutical Contact Center Event REGISTRATION FORM
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Your registration includes: HOTEL DISCOUNTS: All hotel bookings should be made through The Global
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inform us IN WRITING 10 days prior to the conference and a credit voucher for
RATES By 7/20/07 By 8/24/07 After 8/24/07 the full amount will be issued. If you prefer, a full refund, less a $395 non-
Conference Only $1895 $1995 $2095 refundable deposit will be issued. No refunds or credits will be given for
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Conference and $2195 $2295 $2395
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Substitutions of enrolled delegates may be made at any time. Please indicate
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Two Workshops be combined. If for any reason, IIR decides to cancel this event, we are not
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Send 3 individuals from the same company and each receives 15% off the
GROUP DISCOUNTS AVAILABLE - SEND YOUR WHOLE TEAM! registrants. Program content is subject to change without notice.

standard rate. All individuals must register at the same time. For further
information, contact Aloycia Bellillie at 212-661-3500, ext. 3702, or email
All speakers and topics listed are confirmed as of press time. When

abellillie@iirusa.com.
substitutions must be made due to speaker cancellations, IIR makes every
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Payment is due within 30 days of registering. If registering within 30 days of
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©2007 IIR Holdings, Ltd.
Press permission must be obtained prior to the event and is dependent upon
speakers' approval.
The press may not quote speakers or delegates unless they have obtained their
approval in writing.
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DATES AND VENUE DOCUMENTATION ORDER

September 26-28, 2007 If you are unable to attend the program, or would simply like to order additional
Hamilton Park Hotel & Conference Center sets of documentation for your colleagues, they are available for $395 per set,
175 Park Avenue including postage and shipping in the U.S. only, plus any applicable sales tax.
Florham Park, NJ 07932 The Documentation is a compilation of the speaker handouts including overheads,
power point presentations, articles and charts. Please fill out the order form on
the back of the brochure. The documentation is available for shipment two weeks

7
after the event takes place. CREDIT CARD PAYMENTS ONLY.

www.iirusa.com/contactcenters
REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email register@iirusa.com
 The 2007 4th annual

Pharmaceutical
Contact Center
Event
708 Third Avenue, 4th Floor
New York, NY 10017-4103

P1282

The 2007 4th annual

Pharmaceutical
Contact Center
Event
The ONLY contact center event demonstrating how to create value through
innovative practices for the Pharmaceutical, Biotech, and Medical Device Companies
September 26 – 28, 2007 • Hamilton Park Hotel & Convention Center • Florham Park, NJ

www.iirusa.com/contactcenters
REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email register@iirusa.com