The PACE Pulse is designed to keep you up-to-date on PACE members and events and issues that impact the contact center industry!

P artnerships . A dvocacy. C ompliance. E vents.
A Letter from Our Board Chair
Lori Fentem

Greetings PACE members and future members! 

It was so amazing to get to spend time with many of you at ACX’19 in San Antonio. I left our convention feeling so energized about the endless possibilities uncovered in the great conversations and new connections from PACE. 

Just prior to convention, we had a tremendously productive Board of Directors meeting. One of the new projects we discussed are the new PACE Advisory Councils. These councils will represent cohorts of peers that are united by their professional roles and will serve as a forum where best practices can be shared, and problems solved among leaders in similar roles, across a variety of companies and industries. 

We have many great opportunities to gather together again in the near future. We have a Regional event in Akron, OH on Thursday, May 16 and our Washington Summit September 22 – 24. And, please mark your calendars for ACX’20 which will be at the Omni Amelia Island Plantation Resort in Amelia Island, Florida, April 5-7, 2020.

If you attended ACX’19 and you have not yet joined PACE, please let us know how we can help you join.  Thank you for the honor of letting me serve you as the Chair of PACE. Our membership truly inspires me, and I look forward to seeing everyone at the next PACE event.

To read Lori’s letter in its entirety, click here.
Congratulations to Call Center Coach, our April Member Spotlight. Call Center Coach accelerates supervisor training with the world’s only virtual blended learning academy for emerging and existing contact center supervisors. They offer the  Supervisor Success Path  to help contact center professionals develop leadership skills with a blended learning system of a Community of Practice (CoP), boot camps, industry insight webinars, micro-learning, elearning, and certification. 

Jim Rembach was our partner at ACX'19 this past week in providing video services - capturing all of the education, engagement and excitement of the event! Jim became a member this year!
Welcome New Members
Thank You Renewed Members
Take Advantage of the PACE Job Board!
Don't forget that PACE members have the ability to post on our exclusive job board! We are committed to helping our members recruit top quality candidates to join their organization.

For more information on how you can submit a job vacancy within your team, click  here .
At PACE, we are proud of the benefits and services we provide our members. But, don't take our word for it!

Listen to what Brandon Sailors and John Stanovcak, from CSG, have to say. Thank you CSG for being a #ProudPACEMember.

Are you a #ProudPACEMember? Contact us today!
PACE encourages members to submit articles that are directly related to the contact center industry and the members and customers we serve. We are dedicated to providing our members, customers and those impacted by our industry with content to help them navigate the ever-changing contact center landscape. 

To submit an article for the PACE Pulse, contact Chris Haerich .

Click here for guidelines on submitting an article to News You Can Use!
PACE CEO Testifies on Robocalls

On Thursday, March 21, Stuart Discount was invited by Lisa Boscola, State Senator - 18th District in Pennsylvania and Chair, PA Senate Democratic Policy Committee, to provide testimony in a hearing on addressing robocalls in the state.

To read Stuart’s testimony in its entirety, click here  
To see news coverage of his testimony, click here

How to Calculate Call Center Outsourcing Cost: Outbound
By Angela Garfinkel, President, Quality Contact Solutions

Call centers price their services in a myriad of ways, but the two primary cost structures are “per hour” and “per minute”. Outbound call programs are typically priced per hour. Inbound call handling programs are priced hourly if the team of call center agents are dedicated to the client, or per minute if the call center agents are shared with other clients. In this article , Angela shares how to calculate call center outsourcing cost for outbound calls.

B2B Telemarketing Lead Gen Scripts In Technical Industries
By A.J. Windle, Director of Operations, Quality Contact Solutions
B2B telemarketing lead generation and appointment setting is challenging. Add to that a target demographic that is highly technical and you will soon find out why writing the best call guide is critical to qualifying sales leads. At QCS, we are experts in creating a dynamic call guide that not only engage your technical demographic but will also generating high quality sales leads that will provide your organization with a positive ROI.

Read the article in its entirety.

Telemarketing Appointment Setting Testing, Testing, 1…2…3
By Ryan Apodac, Operations Manager/Trainer, Quality Contact Solutions

Modernization is a clear trend in the contact center world. But, as we all know, adding new technology starts with a thorough search, careful selection and effective implementation of the chosen technology. Having served many clients over the years who were starting from the same place, we’ve put together some of the basic decisions and considerations you will face as you embark on this journey.

Read the article in its entirety.

The 3 C’s Of Outsource Vs. In-House Call Center Options
By Nathan Teahon, Vice President, Quality Contact Solutions

Making the determination on whether you should use or continue to use an in-house call center versus an outsource call center is no small decision.There are three primary factors that should be considered as you evaluate call center options, and whether a teleservices program would be best suited for an internal department or outsourced.

Read the article in its entirety.
  • VisualCue with their product, CueFit
  • Neustar for their service, TRUSTID Authenticator

SRO Accreditation:
  • HomeServeUSA
  • TSD Global
  • The Results Company
  • Global Callcenter Solutions

CECP Leadership:
  • Ronnie Mize, Chief Security Officer, Etech Global Services

Best of Show:
  • Noble Systems
  • Lessonly

Outstanding Corporate Citizen:
  • Anthony Marlowe and his company, Mass Markets

Member of the Year:
  • Etech Global Services

Chairwoman Awards:
  • Mark Boehmer - Evolent Health
  • Reid Houser – Sitel
  • John Stanovcak – CSG

  • Jim Iyoob, Chief Customer Officer, Etech Global Services
Jim Iyoob, eTech Global Services, received the prestigious PACE Fulcrum Award at the ACX'19 Awards Luncheon on April 2.
April Do Not Call Holidays

Please be advised of the following April 2019 Do Not Call holidays:
·      Friday April 19th (Good Friday)- Louisiana 
·      Monday April 22nd (Confederate Memorial Day)- Alabama
·      Monday April 29th (Confederate Memorial Day)- Mississippi 
Outbound telemarketing calls to consumers in these states should be suppressed on the applicable days unless an exemption applies. 
Finally, prerecorded message calls may only be made into Nebraska from 1pm to 9pm on Friday April 26th (Arbor Day) unless an exemption applies.
This e-alert is provided for informational purposes only and should not be construed as legal advice. Please log into the Regulatory Guide for more information. Please consult an attorney for legal advice.
April Compliance Officers Forum
Below, is the date and time for the PACE April 2019 Compliance Officers Forum call!

April call:
Wednesday, April 17
2:30 PM ET/1:30 PM CT

For more information, contact Chris Haerich.
Attorneys General Launch New Consumer-Focused Website

State attorneys general are stepping into the consumer complaint and education arena boldly with their new national website. The National Association of Attorneys General (NAAG) and its Center for Consumer Protection recently launched a comprehensive consumer-focused website. The site is designed to be a national hub of consumer protection information and resources for consumers from state and territory attorneys general.

To read the article in its entirety, click here .

Washington Senate Approves Sweeping Data Privacy Bill

The Washington State Senate passed  SB 5376 , the Washington Privacy Act (WPA), by a 46-1 vote. The bill now moves to the State’s House of Representatives for consideration. The bill is poised to be perhaps the strictest data privacy law in the United States, mimicking the European Union’s General Data Privacy Regulation (GDPR) in many ways.

To read the article in its entirety, click here .

Attorneys General Nationwide Endorse TRACED Act Targeting Robocalls

Fifty-four state and territory attorneys general have endorsed federal legislation known as the Telephone Robocall Abuse Criminal Enforcement and Deterrence (“TRACED”) Act . Originally introduced last year, and reintroduced this year by Senators John Thune (D-SD) and Ed Markey (D-Mass), the Act includes a number of provisions, including requiring voice service providers to adopt call authentication technology and expanding the FCC’s authority to levy civil penalties of up to $10,000 per call on callers that intentionally violate telemarketing restrictions.

To read the article in its entirety, click here .

Eyeing Consumer Data Privacy, FTC Seeks Comment on Safeguards and Privacy Rules

The Federal Trade Commission (FTC) has announced that it is seeking comment on proposed changes to rules promulgated under the Gramm-Leach-Bliley Act (GLB). GLB requires companies that offer consumer financial products or services, like loans, to explain their information sharing practices to their customers and to safeguard sensitive data. The FTC’s request for comments specifically affects two rules under the GLB: the  Safeguards Rule  and the  Privacy Rule . Comments are due June 3, 2019.

To read the article in its entirety, click here .
ACX'19 was a huge success! Thank you to all who sponsored, presented and attended the event! We hope our sessions and presentations were informative, our networking events beneficial and our activities engaging and fun.

If you attended, we welcome your feedback! We look forward to seeing you at future events.
Support PACE's Call Centers CARE
CCC is where PACE members come together to make a difference in their local communities and around the world.
At ACX’19, PACE partnered with Mkanda Kitchen Project, an organization empowering women by helping improve their basic, everyday needs, so they can stand on their own. 

To find out more about Mkanda Kitchen Project, please visit here .
There is still time to make a donation to be part of the support system for these women! You can make your donation by clicking here .
April Monthly Compliance Webinar
“Call Center Operations – What’s important to the general counsel and compliance departments”

Thursday, April 18
12 p.m. CST/ 1 p.m. EST

Speakers will provide operational guidance on meeting sales goals while also meeting the expectations of legal and compliance departments. The webinar will address how to create policies and procedures, audit, record retention and stay current.  

Available to MEMBERS ONLY!

Register here .
May Monthly Compliance Webinar
"Shaken & Stir Implementation for Call Centers"

Thursday, May 16
12 PM CT/1 PM ET

Guest speaker and Chief IP & Regulatory Counsel for Noble Systems Corp, Karl Koster, will provide an update on the implementation of Shaken & Stir and what it means for call center operations.  Receive practical insight into meeting technological challenges and preparing for the new calling ecosystem.  

Available to MEMBERS ONLY!

Register here.
PACE Regional Summit Ohio
Thursday, May 16, 2019
10 AM - 4 PM

The University of Akron
The Taylor Institute for Direct Marketing
225 S. Main Street
Akron, OH 44325

Cost for members : $49
Cost for non-members : $69
Join us for the D.C. Summit!
Mark your calendars now for the 2019 PACE Washington Summit!

September 22-24, 2019
801 Wharf Street, SW
Washington, D.C. 20024
Join us on Amelia Island!
We had such a successful ACX'19, but we're already planning for a bigger and better ACX'20. Make plans to join us!

April 5 - 8, 2020
Amelia Island, Florida
 5250 E US 36 |#1102B
Avon, IN 46123
1(317) 816-9336
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