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.
Hello PACE Members, I hope you and your family, along with everyone at your organization, is safe and healthy. We want you to know that during this time of uncertainty and rapid change, that we are here thinking about your business and want to add value to the industry and YOUR future.
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
In response to the Federal Communications Commission’s Further Notice of Proposed Rulemaking related to STIR/SHAKEN implementation, PACE filed comments reiterating its call for systems and processes to protect legal callers from improper call blocking.
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
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.
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.
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.
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 [...]
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.
Now that “social distancing” has become the new normal, companies both large and small have sent their employees home. Companies operating in the financial services and healthcare spaces with in-house call center facilities [...]
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?
To PACE members PACE stands with you throughout this crisis Practice “Social Distance Learning” for your people! 71.4% of managers say Training is among their biggest challenges - - and good training is among the biggest satisfiers for employees.
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 [...]
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 [...]
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.
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 [...]
Many of our clients are asking, what is everyone else doing to prepare? Here is some feedback on what they could be doing to get ready. Make all reps and support staff that can work from home, start working from home as soon as possible to minimize the spread.
Indianapolis, IN—3/13/20—Today, the Professional Association of Customer Engagement (PACE) announces the advancement of another of its strategic objectives to increase its reach and impact on the contact center industry with its acquisition of the International Customer Service Association (ICSA).
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.