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Welcome to 2019's first issue of the PACE Pulse. The 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

Happy New year to all PACE member companies, their employees and to everyone in the United States and International contact center industry. 

For many of our PACE Pulse readers, the contact center industry has been a career that brings financial security, career advancement opportunities, and professional development. How great is it to work in an industry that is centered on both the employees and consumers?

I often talk about the benefits of PACE and how they extend beyond our member companies. I continuously highlight the difference between PACE as a trade association and other for-profit and non-profit organizations that mainly exist for networking and marketing reasons. 

Every company that has an in-house contact center or outsources their needs should be a PACE member. Every BPO company that communicates with U.S. consumers should support the industry by becoming a PACE member. Those who are not yet members can greatly benefit from joining an association that prides itself on being a large voice that helps shape necessary discussions and issues that directly affect contact center operations. The small investment to become a PACE member not only supports an entire industry but brings value to your company. 

We are looking forward to having another great year for PACE and our members. If you are a member, become more involved. If you are a lapsed or non-member, take advantage of all of our benefits !

Join us in Atlanta on February 28 for our first Regional Summit of 2019, and ACX’19 , our Annual Convention & Expo, March 31-April 3, 2019 in San Antonio. If you are not a PACE member and want to learn more about our benefits, please reach out to me anytime!

Here's to a prosperous 2019 for each of you!

To read Stuart's letter in its entirety, click here.
Partnerships and Network
At PACE, we pride ourselves in building and growing partnerships to better benefit our members and the customers they serve. Check out the highlights and news from our member partners.

Want to experience a true partnership? Contact us to see how you can be a #ProudPACEMember!
Our member in the spotlight. January's member spotlight goes to a company that is dedicated to developing  inbound, outbound, text and email programs with a focus on increasing sales.
Quality Contact Solutions (QCS) is one of the largest outsourced B2B telemarketing vendors in the PACE membership. QCS ensures that every client program achieves the established goals on a daily, weekly and monthly basis. The QCS team is made up of telemarketing compliance experts, including two Customer Engagement Compliance Professionals (CECP) and an SRO auditor.  QCS is also a PCI level 1 since 2013.

QCS' specialty is sales: Telesales, Inside sales, Existing customer cross-sell, Lead generation, Sales lead qualification and Appointment setting.

For more information on QCS, click here.
BenchmarkPortal/PACE College of Call Center Excellence Certification Program

Are you taking advantage of our certification program? Our partnership with BenchmarkPortal allows mid-level managers and any of your staff members in need of certification to receive them. It's all part of the PACE membership!

The offerings include:

  • Contact Center Manager
  • 3-day in-person course
  • Quality Assurance Management
  • self-paced on-demand course
  • Coaching for Performance
  • self-paced on-demand course
  • Workforce Management
  • self-paced on-demand course
  • Supervisor
  • self-paced on-demand course
  • Agent
  • self-paced on-demand course

The following PACE members are qualified to take one or more BMP courses for free:

Silver Members : One (1) free course for the duration of your Silver membership
Gold Members: Three (3) free courses for the duration of your Gold membership
Platinum Members: Five (5) free courses for the duration of your Platinum membership
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.
Advocacy and Articles
Abiding by our pillars of education and advocacy, PACE brings you the latest news and articles impacting the contact center realm.
To submit an article for the PACE Pulse, contact Chris Haerich .

Click here for guidelines on submitting an article to News You Can Use!
Stop Guessing And Start Acting With Artificial Intelligence
Submitted by eTech Global Services

It seems, more and more, that 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.

To read the article in its entirety, click here.

Do You Have Centers In Just One Country? Today, You’re Losing Growth; Tomorrow, You Could Be Losing Business.
Submitted by Mike Dershowitz, CEO

When globalization hit the call center industry in the mid-90’s, it was no surprise that cost was the biggest motivator. Economic arguments are very powerful in business. Only such a powerful argument could motivate previously global-unaware corporate executives and managers to consider having their customer calls answered half a world away, with all that entailed.
Fast forward 25 years, and with the third decade of this millennium upon us in little more than a year, the tables may be turning. And only a mix of global and domestic work strategy is right for many executives and managers.
What does this mean? If you’re a call center provider, and you have delivery centers in just one country today, your customer may want to give you business that’s not in the US, but doesn’t ask you because they know you only have domestic centers. Worse yet, behind the scenes, without telling you, they could be considering going somewhere else in the future and not even giving you a chance to respond.

To read the article in its entirety, click here .

Avoiding The Pitfalls Of Cloud Contact Center Implementation
Submitted by Bill Pieper, Epic Connections

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company.

But with so many variables and configurations involved, identifying your contact center needs can be a tricky process. Many clients, vendors, and even consultants get caught in traps during the design and implementation phases. Click here to discover what cloud contact center implementation pitfalls to avoid and the best practices executives need to craft solutions that meet your company’s needs.

To read the article in its entirety, click here .
Compliance and Regulatory
We care about keeping our members and their customers compliant. PACE represents those who abide by industry rules and regulations and we are here to keep you abreast of the latest in the compliance and regulatory realms.
January Do Not Call Holidays

Please be advised of the upcoming January Do Not Call holidays:

  • Monday January 21, 2019 (Martin Luther King, Jr. Day)- AL, LA, MS, RI and UT

Outbound telemarketing calls to consumers in these states should be suppressed unless an exemption applies.
Finally, prerecorded message calls may only be made into Nebraska from 1 p.m. to 9 p.m. on  Monday January 21, 2019 (Martin Luther King, Jr. 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.
January Compliance Officers Forum
Below is the information for our first Compliance Officers Forum call of 2019!

January call:
Wednesday, January 16
2:30 PM ET/1:30 PM CT
If you have any questions, please don’t hesitate to contact Chris Haerich at  chris.haerich@paceassociation.org
Outbound Call Centers: From Robocalls to Gamification

PACE Member Noble Systems' Chris Hodges discusses the value of outbound calling technology and gamification in the call center.

"A significant business benefit of outbound solutions is compliance; tier-1 offerings are compliance-ready for “Do-Not-Contact” laws and legislative regulations like TCPA and the Federal Trade Commission’s (FTC) Telemarketing Sales Rule (TSR). Violating these regulations can result in heavy fines."

To read the article in its entirety, click here .
Events and Education
One of PACE's pillars in our mission is to provide our members with networking and educational opportunities on a local, regional and national scale. Below are upcoming events supported or managed by PACE.
Become an ACX'19 Sponsor
Customer engagement professionals nationwide will convene in San Antonio to hear dynamic keynote speakers, engage in professional development, network with colleagues and conduct business. The number of attendees grows every year, and we anticipate this year to be the largest yet.

An ACX'19 sponsorship allows you to demonstrate your commitment to the Contact Center industry. 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. Rooms are available on a first-come, first-served basis.
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)
PACE Regional Contact Center Summit Atlanta
Thursday, February 28, 2019
10:00 AM - 4:00 PM
Atlanta, GA

For more information, 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 will address how to mobilize your brand representatives when the marketing strategy changes. The session will cover 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.
 5250 E US 36 |#1102B
Avon, IN 46123
1(317) 816-9336
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