<="" div=""> src="https://www.facebook.com/tr?id=477872792623573&ev=PageView &noscript=1"/>

News You Can Use

Stop Guessing And Start Acting With Artificial Intelligence
It seems that more and more everyday processes and jobs are starting to include a measure of automation, where there’s less for flesh-and-blood humans to do a specific task to be completed. That’s most certainly become apparent when it comes to call centers. With that in mind, you should know there’s much to be gained when you harness the power of AI and people rather than let it become a source of anxiety.

Read More


The Anatomy Of Security Phishing
With this brief, we will be discussing six of the most common phishing attacks.

Read More


Caught In The Cross-Fire: Contact Rates Continue To Decline
Recent initiatives spearheaded by the FCC, intended to combat robo-calls, are accidentally blocking legitimate calls from companies innocently trying to reach their customers.

Read More


Important Forecasting Considerations For Inbound Contact Solutions
It’s said that the heart and soul of most companies is their Inbound Contact Solutions operation (also known as an inbound call center). This vital department with an organization has an opportunity to get key customer insights and the call center interactions often make or break the customer relationship.

Read More

The IPaaS Revolution: Call Centers And Next-Gen Integration Tools
There's a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS.

Read More

Robocall and the Contact Center Industry
Sometimes, it is difficult to tell the difference between a reliable telemarketer and someone who uses the phone to lure callers or promote hateful messages. In this age when almost everyone has a mobile phone, robocallers can follow consumers wherever they go. They can attack them in just one click.

Read More
 
Why Purchasing Refurbished IT Hardware Can Be Good for Business
Today's refurbished IT hardware, when understood correctly, is none of those things. In fact, most has been inspected for full functionality, cleaned and repaired if needed and upgraded to current specifications and software needs. Assuming that refurbished hardware has been used regularly for a few years is also incorrect. Many of these items have been used on short-term lease projects, in asset recovery or are returns from customers who decided not to keep the products.

Read More
 
Continuous Process Improvement: A Part of a Call Center's DNA
No matter what industry your call center is in continuous process improvement, a method of continually redesigning business protocols for increased efficiency is a vital cornerstone of business excellence. CPI can turn a struggling company into a major competitor in whatever industry your business is in. By systematically reviewing current company procedures and introducing incremental changes, you can provide the foundation for a breakthrough.

Read More

Don't Ignore Reality: Employee Engagement Begins in Agent's Pockets
Depending on the pundits you read, we have a crisis in employee engagement in the American labor force.  Gallup reports that only 1/3 of all workers in the American economy report feeling "engaged" at work.  Within the call center industry, surveys like McKinsey's show that it's actually much worse. 

Read More
 
3 Ways Call Center Quality Improves With Artificial Intelligence
The communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry advancements that make it easier to collect insights captured by those calls or text-based chats, but Artificial intelligence (AI) is one that has proven incredibly valuable for the call center sector. AI is an especially powerful tool regarding improving and maintaining quality levels in your customer interactions.
 
Read More
 
Whose Job Is It Anyway?
Who is responsible for the customer experience (CX) in an organization? While your average contact center agent has a responsibility to ensure customer satisfaction, agents alone cannot control the entire brand experience of a company. The brand experience includes elements such as product quality, marketing and sales, technology, and retail shopping experience.

Read More

The Best of Both Worlds Is Required, But It Is PEOPLE Who Add More Value
“Integrating HI + AI into daily contact center business operations has the potential to reshape the workplace and provide beyond belief opportunities for growth.”

Read More
 
Worthwhile Work = Success At Telemarketing Agencies
I can't tell you how many times per week I get a telemarketing call and before the call is completed I find myself shaking my head. I shake my head because so many telemarketing agencies engage in practices that harm our industry. There is a stigma that is associated with the telemarketing industry and that stigma exists primarily because of a small number of companies that have no regard for poisoning the well for the rest.

Read More
 
Chatbots Are Useful, Not Powerful!
Today's world is strangely divided when it comes to views and belief systems involving artificial intelligence. This is not a new thing, as new ideas have always been regarded with skepticism and distrust until they take hold in society. Even the first automobiles were thought of as little more than toys that would never gain a foothold in society.

Read More

The 7 Habits Of Highly Effective Call Center Management
The 7 Habits of Highly Effective People by Stephen R. Covey is nothing short of iconic and is a staple on bookshelves of leaders everywhere. There are lessons to be learned by anyone that chooses to pick up the book. I was recently thinking about this book and wondered how I would change the lessons if I was making the list specifically geared towards managers that work in call center services.

Read More

The Right Call Center Location: A Guide For Evaluating Cities And Countries
There's a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here's what you need to know.

Read More

Worried About Employee Engagement?  
Are You Getting It Wrong From The Start?  Start Talking “People” Instead Of “Seats”

Read More

Search previous articles
 

 

PACE encourages the submission of articles that are directly related to the contact center industry and the members and customers we serve. If you or your organization is interested in submitting an article, please click on the button below.  We look forward to reviewing your submissions and providing our members, customers and those impacted by our industry with content to help them navigate the ever-changing contact center landscape. 

Submt an Article
 


Upcoming Events

View All