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Your PACE Pulse

The PACE Pulse is an 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 Washington Summit is less than THREE Months Away!
P artnerships . A dvocacy. C ompliance. E vents.
A Letter from Our Board Chair
Lori Fentem

Hello PACE Members,

I hope that everyone had a wonderful Independence Day and that you are finding time to enjoy the summer. Summer is often a time when everything slows down a bit and people tend to take vacations and step away from the rapid pace of our on-the-go lifestyles. 

I can assure you that has not happened in my company, Synergy Solutions, as we have been busier than ever working through some exciting changes. And the same is true for PACE with our staff and BOD members being fully engaged and busier than ever. As the only non-profit trade association dedicated to the contact center industry, we never step away from this mission, even in the summer.  

We have a LOT of events coming up and we hope to see you at them. The Washington Summit is shaping up to be the largest, must-attend event for our industry. It will be held September 23 - 25 at the amazing Intercontinental at the Wharf in DC. The hotel block expires on August 29 and we are told there will be no rooms available after the cut-off. Book your room today!

We are proud to offer additional networking and educational events this year (and don't forget about our ACX'19 Convention in San Antonio next March). Visit the PACE website or read my letter in its entirety to see all that is coming up!

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.
Our member in the spotlight. July's member spotlight features a very involved PACE member - DailyPay.
S tarted in 2015 by Founder/CEO Jason Lee, DailyPay is committed to reducing employee turnover by helping organizations improve the lives of their employees.

DailyPay helps companies struggling with recruiting, retaining and engaging employees. They are reinventing human capital management based on one simple premise: when your employees find financial security at your company, they stay longer.

For more information, visit the DailyPay website .
College of Call Center Excellence Certification Program
We are proud to continue our partnership with BMP to roll out our co-branded PACE-BenchmarkPortal contact center professional certification program.

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 (available August 31)
  • 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: Two (2) free courses for the duration of your Gold membership
Platinum Members: Three (3) free courses for the duration of your Platinum membership
Welcome New Members!
We are proud to welcome the following companies to our PACE family for the 2nd Quarter!

FMS, Inc.
Transcom Worldwide
Broadcast Music, Inc.
The Taylor Reach Group, Inc.
itelBPO Smart Solutions
Infinity, Inc.
DailyPay, Inc.
Nathan Leathers
Enhanced Resource Centers (ERC)
Wake Technical Community College
Rethink Staffing
City of Virginia Beach
Empereon- Constar
Innovative Vision
Five Star Call Centers
Thank You Renewed Members!
It is because of our members that we are able to do what we do. Thank you to the following for renewing their membership during the 2nd Quarter!

Gryphon Networks
Telecontacto-Telecontact, Inc. 
John Scott
United States Pharmacopeial Convention 
Straight Forward
Visiting Nurse Service of NY
GM Voices
Andrew Cove
Noble Systems Corporation
Eric Allen
Bernard, LLC
Vivint, Inc.
HomeServe USA Corp
8x8, Inc.
Collegiate Admission & Retention Solution
Military Benefit Association
PharmaCentra, LLC
Contact Center Compliance
Verint Systems
Advocacy and Articles
PACE brings you the latest news and articles on the contact center realm.
August PACE Communication Protection Coalition Meeting
Time: 8 a.m. - 5 p.m.
Date: Friday, August 3, 2018
Location: Kelley Drye & Warren, LLP 
Washington Harbour, Suite 400
3050 K Street, NW
Washington, DC 20007
Due to limited space, registration is   required for this event. We cannot accommodate unregistered attendees.

There is no charge to attend this event. However, we ask that you consider making a $150 donation to the Coalition to further our initiative in advocating that every legal call that a company places to its customers gets to the customer uninterrupted, without false labels. 
  • Only one person per company may register.
  • A video conference link will be available.
  • Breakfast & lunch included.

More Bad News for Proponents of the BCFP: It May be Unconstitutional
A judge in the Southern District of New York recently ruled that the structure of the Bureau of Consumer Financial Protection (BCFP, formerly CFPB) is unconstitutional. In 2017, the BCFP filed a lawsuit against RD Legal Funding, a company accused of scamming former NFL players and 9/11 first responders out of millions of dollars. Read more about about the effects of the ruling here .

A California district court recently found that a business has a constitutional right to a jury trial when the state seeks to impose civil penalties for violations of California’s Business and Professions Code (Unfair Competition Law (“UCL”)) and Financial Code. Prior to the district court’s decision, it was well-known in California that there was no right to a jury trial for violations of the UCL. Read more .
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.
July DNC Holiday

Please be advised of the upcoming state Do Not Call holiday for July:
  • Tuesday July 24, 2018 (Pioneer Day)- UT 

Outbound telemarketing calls to consumers in these states should be suppressed on the applicable days 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.


South Carolina and Louisiana Update Telemarketing Laws
South Carolina recently adopted a new law entitled the “South Carolina Telephone Privacy Protection Act.” 

The Act provides: (1) definitions for “telephone solicitation” and telephone solicitor,” among other terms; (2) permissible hours for telephone solicitations; (3) disclosures required during telephone solicitations; (4) caller ID rules; (5) requirements for telephone solicitations made without a live solicitor; (6) do-not-call guidance (referencing federal authority); (7) a private right of action for aggrieved persons; and (8) enforcement authority to the Attorney General. The Act is presently effective. 
Additionally, Louisiana adopted two new bills that modify existing laws. Modifications go into effect on August 1, 2018.  

Read more.

Court Reminder: Consent Limited to Subject of the Transaction
The Telephone Consumer Protection Act (TCPA) requires “prior express consent” for non-marketing calls and texts made using an automatic telephone dialing system (ATDS) or prerecorded message. The TCPA further specifies that for transactional text messages and calls using an ATDS or prerecorded message, “persons who knowingly release their phone numbers have in effect given their invitation or permission to be called at the number which they have given, absent instructions to the contrary.”

Read more .
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.
PACE Regional Event
NY PACE Summer Social At MetLife Stadium

Don’t Miss The Best Summer Social Ever! 

When:   Wednesday, July 18, 1:30 to 5:30 pm

Networking, Education AND a Stadium Tour.

Register today!

PACE Compliance Webinar
Join PACE and MacMurray and Shuster for our FREE monthly PACE Compliance & Regulatory Webinar Series.
Time: 1 - 2 p.m. (EST)
Date: Thursday, July 19, 2018

Are You Compliant? 
GDPR: What You Don’t Know Could Cost You

The new European GDPR (General Data Protection Regulation) went into effect May 25th. Attend this session and learn about the significant and costly penalties that could be levied for failure to comply. While GDPR is intended to apply only to companies doing business in the EU, its effects are being felt by call centers and other companies processing data on behalf of data controllers. 

Register today!

BenchmarkPortal - PACE July Webinar
PACE is proud to our partnership with BMP to provide monthly webinars relevant to the latest in industry news and trends. July's webinar, Metrics that Matter: Selecting and Leveraging Them Wisely for Your Center , will be presented by BMP CEO Bruce Belfiore wherein he will discuss relationships among key performance indicators that can help you improve performance in measurable ways.

Time: 10 a.m.
Date: July 25, 2018

Register today!


PACE 2018 Washington Summit

Our Annual Summit is just a few months away and we want to make sure you have a place to stay! PACE is unable to hold any rooms after August 29. Reserve your hotel room today.

For more information on our speakers, presentations and networking opportunities at #PACESummitDC18 or to register, click here.
PACE Regional Events
Join us in Cleveland or Princeton for an amazing day of education and networking at the PACE Regional Contact Center Summit focusing on Understanding Compliance and Improving Operations in your contact center.

Princeton Summit

Date:  November 14, 2018
Time:  10 AM – 5 PM CT
Cost:  $99 for PACE Members;
$119 for Non-Members
Location:    Hyatt Regency Princeton
102 Carnegie Center Drive
Princeton, NJ  08540

For more information on our Princeton speakers, sponsorship opportunities or to register, click here.

Cleveland Summit

Date:  October 30, 2018
Time:  10 AM – 5 PM CT
Cost:  $69 for PACE Members
$89 for Non-Members
Location:  Quicken Loans Offices
The Higbee Building
100 Public Square; Suite 400
Cleveland, OH 44113

For more information, click here .
Annual PACE Convention and Expo
Coming to the  Hyatt Hill Country Resort & Spa  in San Antonio, Texas.

March 31 - April 3
 5250 E US 36 |#1102B
Avon, IN 46123
1(317) 816-9336
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