Who Doesn’t Love a Good Remix?

Dear PACE Members, When Elvis’ “A Little Less Conversation” was released in 1968 (for the film Live A Little, Love a Little), it was a minor hit in the US. The song was remixed for a Nike ad in 2002 and subsequently spent four weeks at the top of the [...]

By |2020-08-06T16:28:09+00:00August 6th, 2020|News You Can Use, PACE Pulse|Comments Off on Who Doesn’t Love a Good Remix?

PACE Pulse June 2020

The PACE Pulse is designed to keep you up-to-date on PACE members and events and issues that impact the contact center industry! A Letter from Lori Fentem Member Spotlight New/Renewed Members Advocacy and Articles Compliance & Regulatory Online, Regional, National Events Greetings PACE Members! You have all been on my mind [...]

By |2020-08-05T17:47:43+00:00August 5th, 2020|News You Can Use, PACE Pulse|Comments Off on PACE Pulse June 2020

No, Inbound Call Center Services Providers Are Not the Same

By Kelli Barabasz Working with inbound call center services in the call center industry for over 25 years I get a lot of questions. One of the most common is, “Aren’t all call centers the same, I mean a call center is a call center, right?” Well, there is a [...]

By |2020-08-05T15:22:35+00:00August 5th, 2020|News You Can Use|Comments Off on No, Inbound Call Center Services Providers Are Not the Same

Industry Report Download: CX TRENDS FOR FINANCE AND INSURANCE

In today’s experience economy, it is essential that financial institutions look not only to the experiences that direct competitors are providing, but to what the expectation is for consumer experiences across all industries. Unfortunately, most financial and insurance companies are severely held back by decades of disjointed tech infrastructure, [...]

By |2020-07-20T17:12:06+00:00July 20th, 2020|News You Can Use|Comments Off on Industry Report Download: CX TRENDS FOR FINANCE AND INSURANCE

Supreme Court Invalidates Government-Backed Debt Collection Exception, Upholds Rest of TCPA

In 2015, Congress exempted calls made to collect debts owed to or guaranteed by the United States from the TCPA’s autodialer restrictions. Today, in Barr v. American Association of Political Consultants, the Supreme Court of the United States held that the exemption unconstitutionally favors debt collection speech over political and [...]

By |2020-07-09T14:44:09+00:00July 9th, 2020|News You Can Use|Comments Off on Supreme Court Invalidates Government-Backed Debt Collection Exception, Upholds Rest of TCPA

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

BBC Technology Solutions: Member Spotlight | May, 2020

In recent months, BBC Technology Solutions has helped companies transition thousands of employees to their homes by providing refurbished laptops and desktops, ensuring that businesses can continue to meet the needs of their clients remotely. We provided a local contact center with multiple locations across the United States with [...]

By |2020-07-28T14:57:51+00:00April 29th, 2020|Member Spotlight, News You Can Use|Comments Off on BBC Technology Solutions: Member Spotlight | May, 2020

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
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