Quick work-from-home transition for your contact center

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?

By |2020-04-29T04:39:51+00:00March 31st, 2020|News You Can Use|Comments Off on Quick work-from-home transition for your contact center

iconectiv: Member Spotlight | April, 2020

At iconectiv, we are dedicated to helping you navigate the ever-changing communication landscape. New technologies have revolutionized the way brands and consumers connect and engage with one another. This has given rise to unforeseen challenges, such as a rise in illegal robocalling and caller-ID spoofing. As a result, confidence in [...]

By |2020-07-28T14:58:05+00:00March 31st, 2020|Member Spotlight, News You Can Use|Comments Off on iconectiv: Member Spotlight | April, 2020

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 [...]

By |2020-04-30T04:33:05+00:00March 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: 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 [...]

By |2020-05-01T18:29:16+00:00March 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

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.

By |2020-04-30T04:26:51+00:00March 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 [...]

By |2020-04-30T04:27:55+00:00March 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.

By |2020-04-30T04:24:29+00:00March 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

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).

By |2020-04-30T04:17:35+00:00March 16th, 2020|ICSA, News You Can Use|Comments Off on PACE Acquires ICSA: Adding Greater Industry Value

CSG: Member Spotlight | March, 2020

CSG provides organizations with the platforms and processes needed to deliver an “amazon like” experience to their customers. Delivering personalized, relevant, and timely communications in a customer’s channel of choice has never been easier. Journey analytics and orchestration, conversational artificial intelligence, combined with next-generation content editing tools, and an [...]

By |2020-07-28T14:58:15+00:00March 1st, 2020|Member Spotlight, News You Can Use|Comments Off on CSG: Member Spotlight | March, 2020

How to Help Your Contact Center Employees Bring You Better Ideas

Your supervisors and agents know how to improve the customer experience, streamline the training, and make your tools 100% easier to use. And yet, this is a scene I see in almost every center I work with. I do a focus group.

By |2020-04-30T04:29:33+00:00February 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 [...]

By |2020-04-30T04:31:19+00:00February 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

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 you.

By |2020-04-30T04:32:06+00:00February 20th, 2020|News You Can Use|Comments Off on Use This Call Center Requirements Checklist To Find The Right Partner

Fonative Supplies Ontario Systems with Trusted Entity Calling Powered by Numeracle

Lowell, MA — February 11th, 2020 — Fonative, the Compliant CommunicationsTM company, today announced the live customer deployment of its Trusted Entity Calling solution by a Fonative customer, Ontario Systems

By |2020-07-28T14:47:37+00:00February 11th, 2020|News You Can Use, Press Releases|Comments Off on Fonative Supplies Ontario Systems with Trusted Entity Calling Powered by Numeracle

Christa Heibel joins PACE as Interim Executive Director

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, in an Interim Executive Director role, effective immediately.

By |2020-04-29T04:49:14+00:00February 7th, 2020|News You Can Use, Press Releases|Comments Off on Christa Heibel joins PACE as Interim Executive Director

Contact Center 411: Member Spotlight | February, 2020

Contact Center 411 is an innovative CX consulting firm focused on helping call centers, help desks and BPOs optimize their customer-focused operations across many industries including Travel & Hospitality, Business services, Healthcare and Public Sector ACE Member: Since 2018 Representative: Brian Golden Title: Partner

By |2020-07-28T14:58:30+00:00January 27th, 2020|Member Spotlight, News You Can Use|Comments Off on Contact Center 411: Member Spotlight | February, 2020

LiveVox: Member Spotlight | January, 2020

LiveVox is the only one-stop-shop for true omnichannel engagement that unifies modern channels, CRM, and WFO functionality into a single cloud customer engagement platform. Facilitating over 14B interactions annually, LiveVox makes omnichannel easy by unifying all conversations and interactions in one place. Founded in 2000, LiveVox is headquartered in [...]

By |2020-07-28T14:58:57+00:00January 19th, 2020|Member Spotlight, News You Can Use|Comments Off on LiveVox: Member Spotlight | January, 2020

Noble Systems: Member Spotlight | December, 2019

There’s a distinct goal for every customer contact — whether it’s solving a problem, providing information, making a sale or something else altogether. Arming your contact center with the best, most advanced tools puts you in the right position to achieve those goals. That’s why Noble Solutions came to [...]

By |2020-07-28T14:59:09+00:00December 19th, 2019|Member Spotlight, News You Can Use|Comments Off on Noble Systems: Member Spotlight | December, 2019
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