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 [...]
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 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 [...]
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, [...]
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 [...]
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 [...]
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.
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.
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.
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.
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.
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 [...]
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 [...]