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?
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 [...]
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 [...]
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.
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).
PACE ACX'20 is moving! And it's going to be easy for you. The new dates are August 23rd – 25th, 2020 at the same location...the magnificent Omni Amelia Island Resort. Florida.
Today, it is very common for organizations of all sizes to leverage telemarketing lead generation companies to help with lead generation efforts. Rather than internal sales teams facilitating the entire sales cycle from prospecting to close [...]
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 [...]
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.
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 [...]
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.
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
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.
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
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 [...]
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 [...]