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.
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 [...]