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Indianapolis, IN 46240
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Welcome to the PACE Pulse – our informational newsletter designed to keep you up-to-date on all things PACE and on the latest news from the contact center industry!

The PACE Annual Convention & Expo (ACX’18) is in 11 days !
Don't Miss These Updates!
A Letter from Our CEO
Stuart Discount

As we begin April and get closer to our Annual Convention, ACX’18, I wanted to review what has happened over the past month and what you can look forward to in the coming months.

I, unfortunately have to begin with mention of the passing of Tim Searcy. As CEO of the ATA, Tim was our leader and spokesman for many years. Our advocacy efforts started with Tim at the helm, and during the Do Not Call fight, he was the face of the industry. It was Tim’s guidance that started the PACE SRO, Impact Fund and PACE-PAC, among other important initiatives. More about Tim.

On April 15, we will gather at the ACX’18. Tim will be with us in spirit and we will celebrate his life and involvement in PACE/ATA. In September, at our annual Washington Summit, a more formal recognition for Tim will take place. 

In other news, PACE’s Appeal of the FCC’s 2015 TCPA Order has been delivered. The decision was mostly favorable to PACE members. However, what the FCC does in response and how our members should respond in the short term are unknown for now. At ACX’18, the issues will be discussed, and we welcome the input of our members.

The Communications Protection Coalition (CPC), led by PACE, focused on finding solutions regarding the call blocking and labeling issue will have their 3 rd meeting April 4 in Washington DC.

We are only 10 days away from the start of ACX’18, PACE’s premier event of the year. We have a terrific line-up of speakers, breakout sessions with topics that will help your business and great events. Since we will be at the Chateau Elan Winery and Resort, there will be a wine tour event that will benefit the PACE-PAC on Monday evening prior to our Premier Reception (Casino Night). For more activities, click here.

It’s not too late to register for ACX’18. As a special gift to you, you can receive a $500 discount by visiting www.paceassociation.org and entering promo code ACX500.

If you are receiving the PACE Pulse, but you are not a member, I urge you to support us by becoming a member! Stand with those companies who support the only non-profit trade association that you can rely on to provide the advocacy, compliance, education and networking vital to the contact center industry. You can find all of the benefits of membership by clicking here.

I look forward to seeing everyone on April 15 in Atlanta! 

To read Stuart's letter in its entirety, click here.
Partnerships and Network
At PACE, we pride ourselves in the partnerships we build and the benefits our members and customers gain from them.

BenchmarkPortal April Webinar
Each month, PACE is proud to partner with BMP to provide webinar relevant to the latest in industry news and trends. This month's webinar, Developing Leadership Skills: Your Own and Those You Mentor, will be held at 10 a.m. (PST) on April 25.

In a recent survey of PACE members, Leadership Development had the 2nd highest score for topics of interest. It is clear that in recent years everyone talks about leadership, but most organizations still need to do it better. This Webinar will go beyond the platitudes and focus on data-derived issues that will provide you insights on what - - and how - - you can do better. Click here to register.

Our member in the spotlight. Our April Member Spotlight goes to LiveVox, Inc. A PACE member since 2013, LiveVox i s a leading provider of enterprise cloud contact center solutions, managing more than 9 billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, they empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Their leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. They have more than 450 employees and are headquartered in San Francisco with offices in Atlanta, Bangalore, and Colombia. To find out more information, please contact Dusty Whitesell at dwhitesell@livevox.com .

PossibleNOW Announces GDPR Consent Quick Start Program To Help Companies Achieve Consent Compliance Before Deadline
PossibleNOW, the leading provider of enterprise consent and preference management solutions, announced the launch of a program to enable companies to quickly deploy consent capture capabilities, providing the ability to comply with GDPR consent collection by the May 25 deadline. 
The program allows companies to implement an out-of-the-box solution while providing a roadmap to an enterprise consent and preference management platform. Read the entire announcement.
Advocacy and Articles
PACE Win Brings Sensibility to the TCPA

PACE won a decisive victory on March 16, 2018 for sensible regulation of the teleservices industry.

In a unanimous decision, the U.S. Court of Appeals for the D.C. Circuit vacated the Federal Communications Commission's arbitrary and capricious definition of an automated telephone dialing system and creation of a one-call safe harbor for calls to reassigned numbers under the Telephone Consumer Protection Act. To read the announcement in its entirety, click here .

Communication Protection Coalition Meeting
The Communication Protection Coalition (“CPC”) task force, sponsored by PACE, will hold its second meeting on April 4, 2018 at 601 New Jersey Ave., N.W. 5th Floor in Washington, D.C. Sign-in starts at 8 a.m. and ends at 8:30 a..m. and will include breakfast. Pre-registration is required in order to gain entry to the facility, so make sure to register in advance. Main topics of discussion will focus on mechanisms for checking on the status associated with a number of mitigation mechanisms. An agenda for the meeting is coming soon and will be posted on PACE’s web site. The meeting should conclude at approximately 4 p.m..  Register Today

PACE General Counsel Speaks at FCC-FTC Joint Policy Forum
On Friday, March 30, Michele Shuster, PACE General Counsel, spoke at a policy forum jointly hosted by the Federal Communications Commission and Federal Trade Commission entitled “Fighting the Scourge of Illegal Robocalls.”  Click here to read the entire article.  

PACE-PAC to be Held Monday Evening at Convention
 Join us Monday night for a great evening of networking, fine wine and engagement at our PACE-PAC event!

The PACE-PAC was formed to help raise awareness about the contact center industry and lend support to the political candidates who impact it. The PACE-PAC is critical for PACE to have a bigger presence on Capitol Hill and in State Houses across the nation. Prior to our Premier Reception (Casino Night), we will host guided winery tours at the Chateau’s Cellar Door to exclusively benefit the PACE-PAC.

For a $100 donation to the PACE-PAC, convention attendees will receive a behind-the-scenes look at the luxurious Chateau Elan's winery. This is a chance to see the inner workings of the region's first winery of its kind since Prohibition.

PACE's Susan Burt will be distributing tickets at the registration desk! Don't miss the chance to enjoy an elegant winery tour while supporting those who support us. There will be 2 tours - one starting at 6:30 PM and another starting at 7 PM. Each tour is limited to 50 people each.

Don’t delay! Reserve your spot NOW!  

**Individuals may contribute up to a maximum contribution of $5,000 per calendar year. Corporate contributions are prohibited and are not tax deductible.
Compliance and Regulatory
Appeals Court Rules on Corporate Officers’ Personal Liability for TCPA Violation 

With the eye-popping settlements and judgments that TCPA cases can produce, corporate officers often ask about their personal exposure to these types of TCPA claims. Is their house, assets, future on the line if their company violates the TCPA? Numerous trial courts have essentially ruled that, yes, corporate officers that participate in the sending of the company’s messages can be held personally liable along with the company.  Read Full Article

FCC Considers Reassigned Numbers Database
As currently interpreted, the Telephone Consumer Protection Act (TCPA) imposes strict liability - subject to an illusory one call “safe harbor” - for autodialed calls and texts sent to reassigned phone numbers. This interpretation, coupled with the lack of an authoritative reassigned number database, makes it impossible for businesses to send autodialed communications without opening the door to significant risk. Read Full Article

April DNC Holidays
Please be advised of the following April Do Not Call holidays:

Confederate Memorial Day is celebrated in Alabama on  Monday April 23, 2018 and in Mississippi on Monday April 30, 2018.  

Outbound telemarketing calls to consumers in these states should be suppressed on the applicable holiday unless an exemption applies. 

Pre-recorded message calls may only be made into Nebraska from 1pm to 9pm on Friday April 27, 2018 (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.
Events and Education
PACE Regional Event
Join us Thursday, May 10, from 11 am to 2 pm, for a special "Lunch and Learn" filled with education, networking and a behind-the-scenes look at Capital One's Tulsa location!

John Cook, Capital One's Site Director/Market Area President, will host the three-hour event which will cover the following:

  • Leading by example
  • Launch of a successful contact center
  • Community activism
  • Performance excellence
  • Setting the example
  • How Capital One got started in Tulsa

Date: Thursday, May 10
Time: 11 AM – 2 PM CT
Cost: $20 for PACE  Members; $25 for  Non-Members
Place: Capital One; 14002 E. 21st Street; Tulsa, OK

Under the direction of the late Tim Searcy, PACE's (formerly ATA) previous CEO, our philanthropic initiative, Call Centers CARE, was born. The Call Centers CARE initiative is where PACE members come together to make a difference in their communities, where they live and work. Our members have responded positively to this spirit. Whether through time, talent or treasure, members have given generously of themselves.

We have collected food for the hungry; toys, books, and school supplies for less fortunate children; built homes for the poor; mentored the disadvantaged; and continue to find additional impactful ways we can benefit those in need.

Join us from 2:45 to 3:45 p.m. on Tuesday, April 17 to hear from various PACE members on how they are impacting the world around them to improve human welfare.

Special Session Added to PACE Conference (ACX'18)

The Aftermath of the TCPA Appeal Victory

On March 16, 2018 the  ACA International v. Federal Communications Commission  opinion vacated the FCC’s 2015 TCPA Omnibus Declaratory Ruling regarding the definition of an Automatic Telephone Dialing System (ATDS), liability for calls to reassigned cell phone numbers and provided clarification on “reasonable” methods for revoking consent to be called on a cell phone.

To address this issue, we have added a special session to our convention. Learn from  PACE General Counsel, Michele Shuster, Partner with Mac Murray & Shuster, LLP , who drafted the Petitions to the FCC, as well as  Appellate Counsel, Jeff Johnson with Jones Day , the law firm that took the lead on the Appeal, including the oral argument to the DC Circuit Court of Appeals. 

This frank discussion will address what's next for PACE members and how the ruling will impact the industry. The session will take place Monday, April 16 at 3:45 p.m. and will review the Opinion and provide practical suggestions for future TCPA compliance.

If you haven't  registered  for the PACE Convention & Expo (ACX'18), this first-of-its-kind and highly-anticipated session is just one of the many reasons to do so today!
PACE Celebrates 35 Years in Radical Style
This year marks PACE's 35 years of service to members and the contact center industry and what better way to celebrate our anniversary than with our friends, colleagues and partners at our 2018 PACE Convention & Expo (ACX'18)? We will be honoring our milestone by incorporating 80's music into some of our events! If you have a favorite or nostalgic 80’s song that makes you want to tease your hair, get out the AquaNet and rock out, send it to Chris Haerich to get it added!
 8445 Keystone Crossing, Suite 106
Indianapolis, IN 46240
1(317) 816-9336
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