In a Declaratory Ruling Friday, the Federal Communications Commission (“FCC”) confirmed that COVID-19 related calls and text messages from public health officials serve an “emergency purpose” and as such are excluded from the prior express consent requirements of the Telephone Consumer Protection Act (“TCPA”). The declaratory ruling cites the immediate need for [...]
2020 Contact Center Technology Forum and Supplier Expo “The Year of the Agent” Speaker Submission Deadline: Friday, April 17, 2020 When: Thursday, June 4, 2020 Location: Cisco Systems, New York City The PACE New York Metro Chapter is pleased to announce our Call for Speakers for our 2020 Contact Center [...]
In an effort to help members during this COVID-19 crisis, we have identified some of our members, who have available capacity in their contact centers or via their work-at-home agent process. If you are a contact center company and would like to be included on the list please email Stuart [...]
PACE ACX'20 is moving! And it's going to be easy for you. The new dates are August 23rd – 25th, 2020 at the same location...the magnificent Omni Amelia Island Resort. Florida.
Governor Cuomo declared a state of emergency for the entirety of the State of New York in response to the ongoing threat from coronavirus. Learn More:
In this webinar, explore going beyond technology & data to reach human wisdom. Join PACE and Etech’s Chief Customer Officer Jim Iyoob, as he lays out the architecture needed for human intelligence to meet artificial intelligence to improve your customer experience.
New research from our PACE ACX conference keynote speaker, Karin Hurt, reveals practical ways to get your team bringing you better ideas.
In this modern age of chatbots and instant customer service support practices, is a contact center even necessary? Well, yes, because people still like to speak to someone. All these other options are great, and add value, but there inevitably comes a time as a customer when picking up the [...]
By Megan Hottman, Operations Manager and Brand Evangelist, Quality Contact Solutions This call center requirements checklist provides 10 essentials for evaluating potential call center partners. We know how time-consuming and how tedious the process can be to find the best call center for your business, so we’ve made it simple for [...]
Watch panel experts expand their discussion on customer experience beyond the technology! From hot topics such as the importance of human connection to the agent experience, you will hear real, unscripted discussions and valuable take-aways on the state of the customer experience journey today.
The reality is, contact center performance rests solely on the shoulders of the frontline contact center supervisor, yet they should not accept any blame for failure. In this session, you’ll learn why.