Iir Pharma Conference Brochure

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

Shared Industry Learning on

Keynote Speaker

5 Examples of Best Practices:

John Patterson, Customer Service Guru, Sr. Partner with the CHIP BELL GROUP and President of PROGRESSIVE INSIGHT INC.

1. Recruiting top talent 1. 2. Retention of your top performers 2. 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 PHARMACEUTICALS, INC.

3 Examples of Next Practices: ✓ Adapting in an increasingly restrictive environment ✓ Implementing innovative practices – how far can we push

Speaker Faculty:

the envelope?

Alliance Healthcare Information, Inc Astellas Pharmaceuticals US Inc. Boehringer Ingelheim Pharmaceuticals Inc. CenterFirst Consulting LLC CV Therapeutics, Inc. Eli Lilly and Company EMD Serono Genentech, Inc. Hospira, Inc. Sanofi-Aventis Tap Pharmaceuticals Telerx The Radclyffe Group Sponsor:

✓ Demonstrating value – what does this mean to your company?

PLUS: All New Sessions for 2007! • How to Be Innovative In a Restrictive Regulatory Environment • Why a Global View of Contact Centers May be Critical to the Success of Your Product • The Broader Realities of Managing the Consumer • The Complexity of The Medical Device Contact Center

Media Partner:

PTi international is accredited by the Accreditation Council for Pharmacy Education as a provider of continuing pharmaceutical education.

www.iirusa.com/contactcenters REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email [email protected]

Welcome to the

4th Annual Pharmaceutical Contact Center Event Dear Industry Colleague,

Who Should Attend?

Innovation In an increasingly restrictive regulatory environment, it is imperative for contact centers to come up with innovative ways to achieve customer satisfaction while maintaining compliance. Today’s pharmaceutical contact center must combat a host of issues in order to sufficiently demonstrate their value. In speaking with 50 industry professionals, we have uncovered that customer satisfaction, recruiting and training the best agents, and the latest technology advancements are paramount to demonstrating value. Look no further than this very comprehensive event to gain the insights and strategies you need for your contact center.

Our Promise The Institute for International Research presents the 4th Annual Pharmaceutical Contact Center Event. This event promises to deliver the latest developments through a dynamic program run by industry leaders. You will learn how to retain your top performers, utilize metrics to 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 sessions, case studies and workshops.

ASK YOURSELF: How can your contact center best demonstrate value to your company? Find the answer on September 26th, 2007. Register now for the ONLY Contact Center Event for Pharmaceutical, Biotech, and Medical Device companies. Don’t miss your chance to network with other contact center professionals and hear the best and next industry practices. We look forward to seeing you at the event!

This conference is designed for contact center professionals from pharmaceutical, biotech, and medical device companies: Vice Presidents, Directors, and Managers in the following departments/areas: • Call/Contact Center Operations/Services • Medical Communications • Medical Information • Customer Support • Customer Operations • Customer Relationship Management • Customer Service • Customer Care • Drug Safety & Information

Sincerely,

Will Also Be of Interest To: Jennie Friedlich Event Director, Pharmaceutical Division Institute for International Research

A Very Special Thanks to Our Conference Advisory Board:

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.

2

• 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 • 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, Alliance Healthcare Information, Inc.

• Consulting Firms • Technology Firms

• 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, 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.

www.iirusa.com/contactcenters REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email [email protected]

©2007 IIR Holdings, Ltd.

• 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, BOEHRINGER INGELHEIM PHARMACEUTICALS INC. • Debra Skarda, MS, RN, Associate Director, Global Medical Affairs, HOSPIRA, INC.

Valerie Bowling Divisional Manager, Pharmaceutical Division Institute for International Research

• Outsourced Customer Care and Contact Centers

Pre-Conference Workshops: Wednesday, September 26th, 2007 Morning Workshop: 8:00 8:30

B1

Morning Workshop Registration and Morning Coffee Workshop Begins

10:00 30 Minute Networking Break 12:00 Workshop Concludes/Lunch for Morning Workshop Attendees

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

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

Afternoon Workshop: 1:00 1:30

B2

Afternoon Workshop Registration Workshop Begins

30 Minute Networking and Refreshment Break Workshop Concludes

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

• 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

Top 5 Conference Learning Goals:

Interested in Sponsoring or Exhibiting?

1. Increase your retention rate by learning how to

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.

keep top performers

2. 2. Demonstrate value back to internal stakeholders 3. Illustrate customer satisfaction through metrics ©2007 IIR Holdings, Ltd.

3:00 5:00

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

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 [email protected]

www.iirusa.com/contactcenters REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email [email protected]

3

Main Conference Day One: Thursday, September 27th, 2007 8:00

Registration and Morning Coffee

8:45

Chair’s Welcoming Remarks

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.

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

Barbara Elwell, Senior Vice President, Healthcare Business Unit, TELERX 12:15 Luncheon for Delegates and Speakers 1:30

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.

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?

Maureen Cawley, PharmD, Medical Communications Scientist, GENENTECH 9:45

15 Minute Mid-Morning refreshment break

10:00

KEYNOTE PRESENTATION

Janet Johnston, RN, BSN, Assistant Director, Safety Surveillance, Pharmacovigilance, TAP PHARMACEUTICAL PRODUCTS, INC. 2:15

John Patterson, Customer Service Guru, Sr. Partner with the CHIP BELL GROUP and President of PROGRESSIVE INSIGHT INC.

4

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 with everyone in the room.

Organization

Facilitated by:

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

Maureen Garrity, PharmD., Director, Medical Information, ASTELLAS PHARMACEUTICALS US, INC. Debra Skarda, MS, RN, Associate Director, Global Medical Affairs, HOSPIRA, INC

www.iirusa.com/contactcenters REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email [email protected]

©2007 IIR Holdings, Ltd.

11:30 Quality Management Integration Across Your

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?

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.

Adverse Event Reporting: What You Need to Know to Comply with Regulations

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?

• 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. 5:00

Day One Concludes

Main Conference Day Two: Friday, September 28th, 2007 10:45 The Broader Realities of Managing the Consumer: Help

8:15

Morning Coffee

8:45

Chair’s Welcoming Remarks

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.

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

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

Liz Ahearn, President, THE RADCLYFFE GROUP

©2007 IIR Holdings, Ltd.

9:45

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

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

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. • 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?

Mary Anne Greenberg, President, COO, ALLIANCE HEALTHCARE INFORMATION, INC. 10:30 15 Minute Mid-Morning Refreshment Break

Stacey M. Fung, PharmD, Senior Scientist, Medical Communications, GENENTECH, INC 2:15

30 Minute Afternoon Networking Break

www.iirusa.com/contactcenters REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email [email protected]

5

2:45

Case Study and Q&A Prepping for a New Launch: How Sanofi-Aventis Managed their Contact Center for a New Product Launch

3:45

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

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

PTi international is accredited by the Accreditation Council for Pharmacy Education as a provider 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

The Complexity of the Medical Device Contact Center: How to Combat Challenges Unique to Medical Devices

Nicole Corder, RPh, MBA, Manager, The Lilly Answers Center, ELI LILLY AND COMPANY 4:30

Conference Concludes

About the Conference Venue

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? Think again.

6

Telerx, a highly specialized healthcare provider of outsourced customer care and contact center services, is ahead of the curve in developing integrated, efficient and cost-effective customer-centric solutions for healthcare companies. Telerx’s customer care strategies boost customer value and enable healthcare companies to 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.

www.iirusa.com/contactcenters REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email [email protected]

©2007 IIR Holdings, Ltd.

There is NO SUBSTITUTE for 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!

Many Thanks for the Support of Our Sponsor

Pharmaceutical Contact Center Event REGISTRATION FORM Five Easy Ways to Register Please complete and return this entire registration form to Customer Service CALL: FAX:

(888) 670-8200 U.S. or (941) 9517885 Intl. (941) 365-2507

MAIL:

Registration form to: IIR NY PO Box 3685 Boston, MA 02241-3685

Yes! Please register me for the following: ❑ Conference Only (P1282C) ❑ Conference Plus One Workshop (P1282 B1 or B2) ❑ Conference Plus Two Workshops (P1282 B1 & B2)

E-MAIL: [email protected] WEB: www.iirusa.com/contactcenters

EXHIBITION/SPONSORSHIPS: Please send me more information on how to: ❑ Exhibit

1. Name Title Dept. 3. Name Title Dept. 5. Name Title Dept. Approving Manager Company Address Mail Stop City State Zip Telephone ( ) Fax ( ) E-Mail: ❑ Payment Enclosed ❑ I will register now and pay later** Please charge my credit card: ❑ Visa ❑ MasterCard ❑ American Express ❑ Diners Club ❑ Discover Card Number Signature Exp. Date

❑ Sponsor

ATTENTION MAILROOM: If undeliverable to addressee, please forward this important announcement to your Medical Information or Contact Center Director INCORRECT MAILING INFORMATION If you are receiving multiple mailings, have updated information or would like to be removed from our database, please contact us at (212) 661-3876 or fax this page to (419) 781-6036. Please keep in mind that amendments can take up to 6 weeks. ❑ Yes, keep me informed about future events via fax Fax: Signature: ❑ Yes, keep me informed about future events via email E-mail: Signature

**Payment must be received within 30 days of registration. P1282 Your registration includes: • Featured conference presentations, case studies and panel discussions • Inclusive Tutorial on Incorporate Coding into Your Reimbursement Strategy • Documentation including speaker presentations and handouts • Luncheons and refreshment breaks Your investment for attending the Strategic Planning for Medical Device Reimbursement conference is as follows: RATES

By 7/20/07

By 8/24/07

After 8/24/07

Conference Only

$1895

$1995

$2095

Conference and One Workshop

$2195

$2295

$2395

Conference and Two Workshops

$2395

$2495

$2595

©2007 IIR Holdings, Ltd.

GROUP DISCOUNTS AVAILABLE - SEND YOUR WHOLE TEAM! Send 3 individuals from the same company and each receives 15% off the standard rate. All individuals must register at the same time. For further information, contact Aloycia Bellillie at 212-661-3500, ext. 3702, or email [email protected].

HOTEL DISCOUNTS: All hotel bookings should be made through The Global Executive's Internet booking site. Please visit www.globalexec.com/iir to make your reservation. If you do not have web access, or need additional assistance, please call The Global Executive at 800-516-4265 or 203-431-8950 or send them an email at [email protected]. The hotel will not accept individual calls for room reservations at the IIR negotiated rate. CANCELLATIONS: Should you be unable to attend for any reason, please inform us IN WRITING 10 days prior to the conference and a credit voucher for the full amount will be issued. If you prefer, a full refund, less a $395 nonrefundable deposit will be issued. No refunds or credits will be given for cancellations received on or after 10 days prior to the conference. Substitutions of enrolled delegates may be made at any time. Please indicate upon registration whether you are eligible for a discount. No two discounts can be combined. If for any reason, IIR decides to cancel this event, we are not responsible for covering airfare, hotel or other costs incurred by event registrants. Program content is subject to change without notice. All speakers and topics listed are confirmed as of press time. When substitutions must be made due to speaker cancellations, IIR makes every effort to find a replacement of equal caliber to present the scheduled topic.

PAYMENTS Payment is due within 30 days of registering. If registering within 30 days of event, payment is due immediately. You may pay by check, VISA, MasterCard, Diner’s Club, American Express or Discover. Please make all checks payable to the "Institute for International Research, Inc." and write the name of the delegate(s) and our reference number P1282 on the face of the check. If payment has not been received prior to registration the morning of the conference a credit card hold will be required.

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.

DATES AND VENUE September 26-28, 2007 Hamilton Park Hotel & Conference Center 175 Park Avenue Florham Park, NJ 07932

DOCUMENTATION ORDER If you are unable to attend the program, or would simply like to order additional sets of documentation for your colleagues, they are available for $395 per set, including postage and shipping in the U.S. only, plus any applicable sales tax. 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 after the event takes place. CREDIT CARD PAYMENTS ONLY.

Any disabled individual desiring an auxiliary aid for this event should notify IIR at least 3 weeks prior to the event in writing or by faxing to (212) 661-6045.

www.iirusa.com/contactcenters REGISTER NOW! Call 888.670.8200 • Fax 941.365.2507 • Email [email protected]

7

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 [email protected]