8445 Keystone Crossing, Suite 106
Indianapolis, IN 46240
Your PACE Pulse

The PACE Pulse is 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 Summit is FOUR Months Away!
Don't Miss These Updates!
A Letter from Our CEO
Stuart Discount

Hello PACE Members,

I have not had the opportunity to write to all of you since ACX’18. The momentum, from what was one of our most successful conventions, continues in every aspect of the association. Membership continues to grow, attrition is down (how do we accomplish that in our member contact centers?), new events are being planned and our advocacy efforts continue at a fast PACE –pun intended. 

As you know, PACE is a member organization and I am a firm believer that the more you engage, the more you will get out of your membership. Engagement from our members is the real power of PACE. We need your help to identify prospects for membership. If the majority of our members can refer one company - whether it is a buyer, supplier, or contact center - we will continue to grow and gain the muscle we need to truly maintain and grow our status as the top non-profit trade association that the contact center industry looks at to provide education and representation related to our core pillars: Partnerships, Advocacy, Compliance and Education.

We are excited to offer a variety of events, trainings and benefits to you. Please read my letter in its entirety to see how you can engage more and benefit more from our upcoming offerings.

I hope to see you at one or all of our events. Please reach out to me if you have questions. As someone who was a business owner and PACE member for many years, I know that PACE contributed to my success and I am eager to do the same for you.

Partnerships and Network
At PACE, we pride ourselves in the partnerships we build and the benefits our members and customers gain from them. Check out the highlights and news from our member partners.
Our member in the spotlight. June's member spotlight features a long time PACE Member, Contact Center Compliance.
CEO Ron Allen was a member of PACE when it was still known as the American Teleservices Association (ATA). He opened his first call center in 1990 and after the TCPA passed in 1991, he set out to create something that would fully protect his businesses.
Ron created  Contact Center Compliance , which has become the industry’s trusted “go to” vendor for effective DNC and TCPA compliance solutions.
In addition to their best-in-class risk management software, CCC has been recognized for its thought leadership initiatives  within the contact center industry. CCC hosts their signature, 1-day TCPA Compliance Summits throughout the year in major contact center markets. 
PACE will sponsor the Welcome Reception at the TCPA Compliance Summit in Chicago July 9, 2018.
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 curricula for this program has been developed by BMP’s renown College of Call Center Excellence, which features the industry’s top instructors. 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 (available June 30)
  • Supervisor self-paced on-demand course (available August 31)
  • Agent self-paced on-demand course

Advocacy and Articles
PACE brings you the latest news and articles on the contact center realm.
FCC Seeks Comment On Interpretation Of The TCPA In Wake Of D.C. Circuit Opinion
Following the D.C. Circuit's decision in ACA Int'l v. FCC, the FCC is  soliciting comments on several TCPA issues . PACE seeks to be the voice of its members and asks for your input! Member perspectives are vital to PACE efforts to educate the FCC on important issues. Please send your thoughts to Josh Stevens at Mac Murray & Shuster, LLP. Comments are due to the FCC on  June 13 , so please share your thoughts by  June 9 .

To help you get started, the Government Affairs Committee put together a short  tutorial  that will walk you step-by-step through the commenting process.

You can also find a comment template  here .

FTC Rounds Out Its Roster
The U.S. Senate unanimously confirmed three Republicans and two democrats to the Federal Trade Commission (FTC) on April 26. The recent departure of Commissioner Terrell McSweeny had left the FTC in an anemic state, with Acting Chairwoman Maureen Ohlhausen as the agency’s only active member. Now, the FTC will be operating at full capacity for the first time since 2017. Read more .

Ohio Cybersecurity Bill Gains Momentum
A new Ohio law promotes industry-wide, cybersecurity protections for consumers. Senate Bill (SB) 220, the Data Protection Act, encourages businesses to voluntarily adopt cybersecurity controls and best practices to protect consumer data.
The DPA provides businesses ten suggested cybersecurity frameworks based on industry-recognized programs. Read more .

New Director Confirmed to FTC Consumer Protection Unit
Andrew M. Smith was recently appointed as Director of the Federal Trade Commission’s (FTC) Consumer Protection Unit. Smith was confirmed by a vote split along party lines, with the FTC’s three Republican commissioners voting in favor and the agency’s two Democratic commissioners voting in opposition.
Smith will be leaving his position as a Partner at Covington & Burling to join the FTC. Read more .

NJ Attorney General Creates “State-Level CFPB”
New Jersey Attorney General Gurbir S. Grewal has  announced  that Gov. Phil Murphy will nominate Paul R. Rodriguez to serve as Director of the NJ Division of Consumer Affairs. The AG indicated that this will fulfill the governor’s promise to create a “state-level” Consumer Financial Protection Bureau (CFPB). New Jersey now joins Pennsylvania in creating such a division. 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.
June DNC Holiday

Please be advised that  Monday June 4, 2018  (Jefferson Davis' Birthday) is a Do Not Call holiday in Alabama. Callers should suppress outbound telemarketing calls to Alabama consumers unless an exemption applies. 
This e-alert is provided for informational purposes only and should not be construed as legal advice. Please consult an attorney for legal advice. Please log into the  Regulatory Guide  for more information.

BREAKING: FCC Issues Record $120M Fine Against Neighbor Spoofer
The Federal Communications Commission (FCC) made good on its proposed  $120 million fine  against Adrian Abramovich, an infamous caller who made more than 96 million robocalls to sell timeshares and other vacation packages. Read more .
Events and Education
One of PACE's pillars in our mission is to provide our members with networking and education opportunities on a local, regional and national scale. Below are upcoming events supported or managed by PACE.
PACE Regional Event
Join us on Tuesday, June 26 from 10 AM to 5 PM, for an amazing day of education and networking at the PACE Regional Contact Center Summit in Princeton, New Jersey. The Summit will focus on Understanding Compliance and Improving Operations in your contact center.

Keynote Speaker
The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence

Additional Speakers for the Summit Include:

Date:  Tuesday, June 26
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

BenchmarkPortal - PACE June Webinar
PACE is proud to partner with BMP to provide a monthly webinar relevant to the latest in industry news and trends. June's webinar, Gamification: How Fun Can Also Be Profitable , will be presented by BMP CEO Bruce Belfiore wherein he will describe the concepts and best practices that are animating today's gamification scene in the contact center sector.

Join us for the June webinar to hear tips on how to evaluate if gamification can help your center, and how you can maximize results.

Register today! Tuesday, June 12, 11 AM (Pacific Standard Time)
Previous BMP-PACE Webinars
Compliance Summit Welcome Reception
Join PACE as we help Contact Center Compliance kick off their Chicago Compliance Summit!

Time: 6 p.m.
Date: July 9, 2018
Location: Park Hyatt, Chicago

Register today!
 8445 Keystone Crossing, Suite 106
Indianapolis, IN 46240
1(317) 816-9336
Stay Connected