News You Can Use

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 consent requirements of the Telephone Consumer Protection Act (“TCPA”). The declaratory ruling cites the immediate need for [...]

By | 2020-03-26T05:42:03+00:00 March 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 Deadline:  Friday, April 17, 2020 When: Thursday, June 4, 2020 Location: Cisco Systems, New York City The PACE New York Metro Chapter is pleased to announce our Call for Speakers for our 2020 Contact Center [...]

By | 2020-03-24T04:27:22+00:00 March 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

By Bruce Belfiore | February 29, 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. I am not a public health [...]

By | 2020-03-24T01:16:33+00:00 March 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 and would like to be included on the list please email Stuart [...]

By | 2020-03-23T17:17:08+00:00 March 23rd, 2020|News You Can Use|Comments Off on Contact Center Available Capacity for COVID-19 Crisis

Call Center Planning Now for the Next Three to Six Months, by CallShaper

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. If [...]

By | 2020-03-23T20:00:38+00:00 March 23rd, 2020|News You Can Use|Comments Off on Call Center Planning Now for the Next Three to Six Months, by CallShaper

PACE Acquires ICSA: Adding Greater Industry Value

CONTACT CENTER INDUSTRY PROFESSIONAL NETWORKING GROWS AS PACE CONTINUES TO ADD GREAT STRATEGIC VALUE Rapid pace, customer contact channel expansion, and need for new customer perspectives in the contact center industry spawns new acquisition for non-profit trade association Indianapolis, IN—3/13/20—Today, the Professional Association of Customer Engagement (PACE) announces the advancement [...]

By | 2020-03-17T00:56:53+00:00 March 16th, 2020|ICSA, News You Can Use|Comments Off on PACE Acquires ICSA: Adding Greater Industry Value

How to Help Your Contact Center Employees Bring You Better Ideas

New research from our PACE ACX conference keynote speaker, Karin Hurt, reveals practical ways to get your team bringing you better ideas.

By | 2020-02-20T17:49:55+00:00 February 20th, 2020|News You Can Use|Comments Off on How to Help Your Contact Center Employees Bring You Better Ideas

How To Offer Multilingual Contact Center Solutions

In this modern age of chatbots and instant customer service support practices, is a contact center even necessary? Well, yes, because people still like to speak to someone. All these other options are great, and add value, but there inevitably comes a time as a customer when picking up the [...]

By | 2020-03-23T17:19:36+00:00 February 20th, 2020|News You Can Use|Comments Off on How To Offer Multilingual Contact Center Solutions

Use This Call Center Requirements Checklist To Find The Right Partner

By Megan Hottman, Operations Manager and Brand Evangelist, Quality Contact Solutions This call center requirements checklist provides 10 essentials for evaluating potential call center partners. We know how time-consuming and how tedious the process can be to find the best call center for your business, so we’ve made it simple for [...]

By | 2020-03-27T05:37:34+00:00 February 20th, 2020|News You Can Use|Comments Off on Use This Call Center Requirements Checklist To Find The Right Partner

Christa Heibel joins PACE as Interim Executive Director

1/6/2020 It’s a new year, and the start of a new decade – there is no better time than now to share the new direction that the Professional Association for Customer Engagement (PACE) is headed! PACE is excited to announce the addition of Christa Heibel to the PACE Team, [...]

By | 2020-03-26T21:06:47+00:00 February 7th, 2020|News You Can Use, Press Releases|Comments Off on Christa Heibel joins PACE as Interim Executive Director