5250 E US 36  |#1102B
Avon, IN 46123


The PACE Pulse is designed to keep you up-to-date on PACE events and issues and on the latest news from and about the contact center industry!
P artnerships . A dvocacy. C ompliance. E vents.
A Letter from Our CEO
Stuart Discount

Most of the United States has experienced very cold weather, however PACE has gotten off to a HOT start in 2019. In 2018, more than 60 new companies joined PACE and we have retained the highest percentage of members in recent memory. Just last month, 10 new members joined! PACE continues to grow because we deliver value to the business development, operations and compliance teams of our member companies. 

We have a couple of live events coming up that are highly beneficial to both members and non-members alike. The first is our PACE Regional Contact Center Summit in Atlanta on February 28. The second is our annual PACE Convention & Expo (ACX'19) March 31 - April 3 in San Antonio. I encourage you to read my entire letter to truly understand what each one is all about.

Please reach out to me directly at stuart.discount@paceassociation.org or 317-522-2799 to hear more about PACE! I hope to see you in Atlanta and San Antonio.

To read Stuart's letter in its entirety, click here .
Our member in the spotlight. February's Member Spotlight goes to a company that specializes in providing high quality, certified pre-owned business class computer equipment and IT Lifecycle Solutions. 
BBC helps companies maximize their IT hardware investment while minimizing the IT hardware costs. BBC clients save, an average of 50%, on their annual IT budget. In addition, BBC supports the creation of a sustainable technology lifecycle that benefits all.

Services include: company imaging, Microsoft ® licensing, computer refurbishment, asset liquidation, data eradication, buyback programs, and instant, on-site replacement programs. 

For information on BBC Technology Solutions, click here.
BBC Honored for Entrepreneur Vision & Leadership
Michael Sutter, CEO of BBC Technology Solutions was one of the honorees of the Entrepreneurs’ Organization of Cincinnati's John F. Barrett Entrepreneur Vision Awards for 2018.

To read the press release in its entirety, click here .
Welcome New Members
Thank You Renewed Members
Are You Taking Advantage?
We want to make sure our members are taking full advantage of all that PACE has to offer. No matter the level of your membership, there is a wide array of benefits for you and your organization. For information on the value of your PACE membership, click here.
Past Chairman of PACE/ATA, Tom Rocca and longtime PACE member and volunteer, Wade Hauser have joined the ACX’19 team. Tom will be the Chair of the Golf Tournament and will help coordinate with our sponsors and exhibitors at ACX’19, March 31- April 3, in San Antonio. Wade will be working with the PACE team to promote ACX’19 and drive attendance to what will be a fantastic contact center convention.
To submit an article for the PACE Pulse, contact Chris Haerich .

Click here for guidelines on submitting an article to News You Can Use!
Telemarketing Appointment Setting Best Practices: Part 1
By Angela Garfinkel, President, Quality Contact Solutions

Telemarketing appointment setting  is a cost-effective way to use less expensive people resources to set appointments for your salespeople. The best telemarketing appointment setting initiatives have these things in common:
  • A targeted contact list with phone numbers
  • A friendly, open phone voice
  • A nutshell message
  • A reason for the prospect to schedule the appointment with you.
  • A timely calendar invite sent via email with a very brief summary of what will be discussed in the appointment
  • Productive outbound dialing (about 35 dials per hour, 262 dials per day from a B2B telemarketing appointment setting program)

If any of these core components are not optimized, then your telemarketing appointment setting program will not produce the highest Return on Investment (ROI) possible.

To read the article in its entirety, click here .

How To Determine Inbound Service Level Goals
By Shannelle Krebbs, Operations Manager,  Quality Contact Solutions

Determining inbound service level goals is one of the most important factors for anyone responsible for the inbound call center function. Determining the right inbound service level goal is not straight forward. 

Identifying if the 80/20 rule is appropriate is not black and white. To balance efficiency vs providing a higher service level for your inbound calls, there are some key factors to consider before determining your inbound service level goals.

To read the article in its entirety, click here .

Telemarketing Appointment Setting Best Practices: Part 2
2nd in a 3-part series

There is no doubt that having a powerful nutshell message delivered with a friendly, open phone voice helps ensure that your telemarketing appointment setting program is successful. 

There is a fine line between selling an appointment and diving too deep into selling the product or service that you’re setting the appointment to discuss. A successful telemarketing appointment setting program provides just enough information to peak the prospect’s interest, without putting the telemarketing agent in a position where they have so much information that they are tempted to go too deep in the appointment setting call.

To read the article in its entirety, click here .

Will Video Conferencing Make You Regret Referring To Your Contact Center As ‘Multi-Channel’?
By Mike Dershowitz, CEO, Rethink Staffing

As much as the contact center world is deploying AI and bots to optimize its operations with existing humans, there has been a parallel, a growing body of practice that's known as "Video Customer Service" that is quietly changing our industry.

Video customer service could be coming to your contact center. Video customer service gives us a fascinating window, not only into the future, but also into a world where "phone etiquette" is insufficient, and a place where bots will not be able to go for decades, if ever.

To read the article in its entirety, click here .
February Do Not Call Holidays

Please be advised that  Monday February 18, 2019 is a Do Not Call holiday (Washington/Lincoln Day) in Alabama, Mississippi, and Utah.  

Outbound telemarketing calls to consumers in these states should be suppressed on Washington/Lincoln Day unless an exemption applies.    

Additionally, pre-recorded message calls may only be made into Nebraska from 1 p.m. to 9 p.m. on Washington/Lincoln 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.
February Compliance Officers Forum
Our February 2019 Compliance Officers Forum call will take place on the following:

February call:
Wednesday, February 20
2:30 PM ET/1:30 PM CT

For more information, contact Chris Haerich.
Crunch Seeks Supreme Court Resolution of ATDS Definition

Following the D.C. Circuit’s decision in ACA Int’l v. FCC, courts have been struggling for a consistent interpretation of the capacity and functionality required to turn a device into an automatic telephone dialing system (“ATDS”). Although most courts have tried to follow a narrower reading of the statutory language given the ACA Int’l Court’s chastisement of the FCC for straying too far, as previously reported , the Ninth Circuit in  Marks v. Crunch San Diego, LLC  took the opposite approach. The Marks Court opined that Congress’s intent with the TCPA was to regulate all devices that make automatic calls, including devices that can automatically call numbers from a list regardless of whether those numbers were generated by a random or sequential number generator. This position stands in direct contrast to other decisions, particularly, the Third Circuit’s decision in  Dominguez v. Yahoo .

To read the article in its entirety, click here.

Marco Rubio Introduces Federal Data Privacy Legislation

U.S. Senator Marco Rubio (R-Fla.) recently introduced the  American Data Dissemination Act (“ADD”), which targets businesses that collect personal data through the internet. Considering the lack of federal regulation in this area, a federal bill has been anticipated for some time. The ADD is largely seen as a response to  California’s Consumer Privacy Act  (“CCPA”), a GDPR-style law that places strict regulations on a company’s collection and sharing of consumer data.

To read the article in its entirety, click here .

A Dozen States Join Forces to File First Multistate Data Breach Lawsuit

Twelve state attorneys general recently joined forces to file the first-ever, multi-state data breach lawsuit. In 2015, Medical Informatics Engineering and its subsidiary, NoMoreClipboard (collectively “MIE”), announced that its systems had been hacked and the information of about 3.9 million patients had been compromised. The stolen information included not only individual names, addresses, and Social Security numbers, but also health information such as patient diagnoses, lab results, and medical conditions.

To read the article in its entirety, click here .
PACE - InnerView Part 3 of 4-Part Webinar Series

“Brand Triggers” – Mobilizing Your Team When Marketing Priorities Shift

Thursday, February 7
1 PM ET/12 PM CT

This session covers marketing “triggers” – from product launches to full re-branding – that will require your agents to adapt and how to mobilize them to represent the brand successfully.

Non-Members, register here.
PACE Members, register here.
Monthly Compliance Webinar
“Privacy Regulation Update”
Thursday, February 21

This webinar provides updates on the regulatory environment as well as practical operational tips on topics including Privacy - California Consumer Privacy Act, the EU General Data Protection Regulation and the application of state and federal unfair, deceptive or abusive acts and practices regulations, class actions and the Telephone Consumer Protection Act. 

Available to MEMBERS ONLY!

Register here .
PACE - BMP Webinar Series
How To Run a Successful Quality Assurance Team: From Start to Finish.
Tuesday, February 19
1 – 2 PM ET/12 – 1 PM CST

Some things have not changed since the airlines started QA in the call center of old...and some things have changed dramatically. This Webinar will provide insights, draw connections and explore solutions regarding this all-important function in thought-provoking ways. Come prepared to be challenged and to contribute to the QA conversation.

Register here .
PACE Regional Contact Center Summit Atlanta
Thursday, February 28, 2019
10:00 AM - 4:00 PM
Atlanta, GA

For more information, click here .
PACE's largest event, ACX'19, is less than TWO MONTHS away! Be a part of the action! We're bringing together leaders in the contact center industry from around the globe! Network with industry professionals. Engage with industry leaders. Share best practices with colleagues and leave with tools to improve your business and your customers' experience. Register today!
Presenting Sponsor
Become an ACX'19 Sponsor
An ACX'19 sponsorship allows you to stand out and promote your business to a large group of contact center professionals. We anticipate this year to be our largest yet! Each sponsorship holds unique values and benefits. The more vested you are, the more successful your sponsorship becomes.

For a list of sponsorship opportunities and benefits, click here .
Jeanne Bliss
President, CustomerBliss

Bliss pioneered the role of the Chief Customer Officer, holding the first CCO role for more than 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to the customer experience. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought-after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association.
Chris Malone
Founder and Managing Partner, Fidelum Partners

With more than 25 years of sales, marketing, consulting and organizational leadership experience, Malone has a track record of driving growth and profitability. He held senior marketing positions at leading organizations such as Choice Hotels, ARAMARK, Coca-Cola, the National Basketball Association, and Procter & Gamble and has consulted to a broad range of Fortune 500 companies.

Malone is co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies , published by the Jossey-Bass division of Wiley Publishing. He is also a frequent guest and contributor to CNBC, FOX Business, Bloomberg TV, Wall Street Journal Live, Forbes and Businessweek. 
Stay Where The Action Is!
PACE has secured special rates from the Hyatt Hill Country Resort and Spa for our ACX'19 attendees.

Make sure you book your room today so that you can stay where all of the activities are being held. The PACE room block expires on March 7 and we will not be able to guarantee room availability after that date.  
What Would You Do with $700?
You can decide after you take advantage of the Early-Bird discount!

If you register for ACX'19 before February 23, you can save up to $700!

(Regular cost: $1,385)

(Regular cost: $1,895)
Become a #ProudPACEMember
Why Attend ACX'19?
There are many reasons why you should be a PACE member and why you should attend our events. But, don't take our word for it! Jim Iyoob (left), Chief Customer Officer of Etech Global Services, shares why he is a Proud PACE Member and why you should attend ACX'19.
 5250 E US 36 |#1102B
Avon, IN 46123
1(317) 816-9336
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