ePerformax Contact Centers & BPO: Member Spotlight | July 2020

ePerformax Contact Centers & BPO was one of the first contact center pioneers in the Philippines in 2002. Today, we operate three contact centers, including work-from-home solutions, in the country with over 6,500 customer service professionals. We are focused on providing the highest levels of customer service and BPO [...]

By |2020-06-29T20:42:00+00:00June 29th, 2020|Member Spotlight, News You Can Use|Comments Off on ePerformax Contact Centers & BPO: Member Spotlight | July 2020

FCC Issues Request for Comment

The FCC requests comment as to whether a caller may presume consent under the Telephone Consumer Protection Act (“TCPA”) where they have a reasonable basis to do so and until such time as the called party claims they did not provide consent.

By |2020-06-11T14:14:50+00:00June 11th, 2020|News You Can Use, Regulatory|Comments Off on FCC Issues Request for Comment

8 Key Metrics Telemarketing Companies Need to Evaluate Performance

For telemarketing companies and the world of reporting, we must supply the team with all the information they need to evaluate the program from top to bottom.

By |2020-06-11T13:57:53+00:00June 11th, 2020|News You Can Use|Comments Off on 8 Key Metrics Telemarketing Companies Need to Evaluate Performance

Unleash Your Customer Service Team’s Best Ideas: PACE I.D.E.A. Inspiration Summit

In this time of extraordinary uncertainty and change, your contact center team has learned to quickly adapt to do the best they can, with what they have, from where they are.

By |2020-06-17T04:04:19+00:00June 10th, 2020|Educational Webinars, News You Can Use|Comments Off on Unleash Your Customer Service Team’s Best Ideas: PACE I.D.E.A. Inspiration Summit

Six of the Most Important Aspects of the Proposed CPRA You Should Know

Building off the California Consumer Privacy Act of 2018 (“CCPA”), the California Privacy Rights Act of 2020 (“CPRA”) is a proposed ballot initiative aimed to amend and broaden the CCPA. If passed by California voters in November 2020, the CPRA would enhance consumer privacy rights, impose additional restrictions on the use of personal information by businesses, and create a new California state agency dedicated to privacy enforcement.

By |2020-05-27T16:15:16+00:00May 27th, 2020|News You Can Use|Comments Off on Six of the Most Important Aspects of the Proposed CPRA You Should Know

An Important Message, from PACE BOD Chair, Lori Fentem

Greetings PACE Members! You have all been on my mind constantly as we, the inhabitants of the planet Earth, face one of the most unpredictable and unforgiving challenges of our lifetime. I think you will all agree that everything has changed in 2020

By |2020-06-25T20:00:10+00:00May 19th, 2020|News You Can Use|Comments Off on An Important Message, from PACE BOD Chair, Lori Fentem

New FCC Provisions Increase Liability Risk for TCPA Violations

In an Order issued Friday, the Federal Communications Commission implemented enhanced liability provisions for Telephone Consumer Protection Act (“TCPA”) violations Congress passed as part of the TRACED Act. Specifically, under the new provisions

By |2020-05-11T06:47:51+00:00May 11th, 2020|News You Can Use|Comments Off on New FCC Provisions Increase Liability Risk for TCPA Violations

Eleventh Circuit Finds Contractual TCPA Consent Can’t Be Revoked

The Eleventh Circuit has joined the Second Circuit in finding that the Telephone Consumer Protection Act (“TCPA”) does not authorize unilateral revocation of consent to receive automated calls when such consent is given in a bargained-for contractual provision.

By |2020-05-11T06:48:01+00:00May 11th, 2020|News You Can Use|Comments Off on Eleventh Circuit Finds Contractual TCPA Consent Can’t Be Revoked

Webinar Series: Real Truths for AI in the Contact Center

PACE Association, in partnership with Fidelum Partners, is delivering a webinar series on the truth about AI in contact centers. This series of webinars include an Executive Summary session and three industry verticals: Healthcare, Insurance, and Retail.

By |2020-04-28T18:12:55+00:00April 20th, 2020|Educational Webinars, News You Can Use|Comments Off on Webinar Series: Real Truths for AI in the Contact Center

Federal Appeals Court Holds Up Dish Network Robocall Violations

A three-judge panel in the Seventh Circuit largely affirmed an Illinois federal court’s judgment finding Dish Network liable for forcing retailers to make 66 million unlawful telemarking calls to consumers. While the Seventh Circuit affirmed liability.

By |2020-04-30T04:14:32+00:00April 14th, 2020|News You Can Use|Comments Off on Federal Appeals Court Holds Up Dish Network Robocall Violations

Second Circuit Causes Additional Confusion About ATDS Definition

After recent opinions from the Seventh Circuit (Gadelhak) and Eleventh Circuit (Glasser), a narrow interpretation of automatic telephone dialing system (ATDS) seemed to be gaining traction. Both held that a system is not an ATDS unless it can [...]

By |2020-04-30T04:19:56+00:00April 13th, 2020|News You Can Use|Comments Off on Second Circuit Causes Additional Confusion About ATDS Definition

Zoom Class Actions Illustrate Pitfalls of Failing to Accurately Disclose Data Practices

The recent scrutiny and class action litigation accompanying Zoom’s rapid transformation to the cultural mainstream stands as a powerful reminder of the importance of proactively understanding and disclosing how a business collects, uses, and shares its customers’ personal information.

By |2020-04-29T04:46:16+00:00April 10th, 2020|News You Can Use|Comments Off on Zoom Class Actions Illustrate Pitfalls of Failing to Accurately Disclose Data Practices

Quick work-from-home transition for your contact center

With the urgent need for social distancing to keep employees healthy and stop the spread of COVID-19, many contact centers are faced with new questions: How do you transition your contact center to work-from-home mode? How do you do it quickly and ensure business continuity?

By |2020-04-29T04:39:51+00:00March 31st, 2020|News You Can Use|Comments Off on Quick work-from-home transition for your contact center

FCC Clarifies “Emergency Purpose” TCPA Exception Includes COVID-19 Messages

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 [...]

By |2020-04-30T04:33:05+00:00March 26th, 2020|Compliance, News You Can Use|Comments Off on FCC Clarifies “Emergency Purpose” TCPA Exception Includes COVID-19 Messages

New York Metro Tech Forum – Call For Speakers

2020 Contact Center Technology Forum and Supplier Expo “The Year of the Agent” Speaker Submission: OPEN When: TBD Location: Cisco Systems, New York City The PACE New York Metro Chapter is pleased to announce our Call for Speakers for our 2020 [...]

By |2020-05-01T18:29:16+00:00March 24th, 2020|Chapter Events, News You Can Use|Comments Off on New York Metro Tech Forum – Call For Speakers

Coronavirus and Your Call Center by Bruce Belfiore

COVID-19, more commonly referred to as the Coronavirus, is spreading rapidly as I write this in February, 2020. As a result, there are contact center managers worldwide who are wondering what to expect and how best to prepare.

By |2020-04-30T04:26:51+00:00March 24th, 2020|News You Can Use|Comments Off on Coronavirus and Your Call Center by Bruce Belfiore

Contact Center Available Capacity for COVID-19 Crisis

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 [...]

By |2020-04-30T04:27:55+00:00March 23rd, 2020|News You Can Use|Comments Off on Contact Center Available Capacity for COVID-19 Crisis