Pharmaceutical medical information contact centers are often a key interface among a company, the medical community, and the general public. Results fiom three benchmarking surveys are reviewed. The surveys were designed to provide contact center leaders with unbiased and relevant information for use in assessing operations and setting strategic direction. The surveys were similar in f m s and conducted at three time points (2004,2005, and 2008). The surveys focused on the organizational structure and operations, sourcing options, technology, and globalization. These findings provide not only a snapshot of current contact centers, but also a view over time of the progression of changes to organizational and operational processes of medical infor-mation contact centers. The trends and challenges faced by pharmaceutical medical information contact centers included (a) increasing efficiency and productivity of the process to handle increased call volumes to meet customer expectations; (b) creating or maintaining a validated environment for business processes and systems to improve service, efficiency, and compliance; (c) utilizing outsourcing options, including offshore or international contact centers, to help maintain costs and obtain flexibility; and last (d) continuing to add and show value to the overall organization. This information is presented as a resource as contact centers develop and refine strategies for managing in today's challenging environment.

Biopharmaceutical contact centers are expanding core skill sets when it comes to addressing inquiries regarding combination products. An inside look at how biopharmaceutical companies are handling this increasingly common scenario is provided through a benchmark survey, which was conducted between December 2012 and January 2013. The purpose of this survey was to collect and share contact center best practices on the handling of combination products in the biopharmaceutical industry. Eleven biopharmaceutical companies participated in the survey, 10 of which were listed in "The Top 50 Pharmaceutical Companies," by Pharmaceutical Executive. The information gathered from the survey responses is reported anonymously and provides perspectives on the trends and best practices that will serve as a practical resource for those involved in establishing or expanding contact center services.