8445 Keystone Crossing, Suite 106
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!




Early-Bird Pricing for PACE ACX’18 ends in 3 days !
Don't Miss These Updates!
A Letter from Our CEO
Stuart Discount

It’s hard to believe it’s March already!!! Slowly, but surely, we are migrating from winter into spring.

The purpose of our monthly newsletter, the PACE Pulse, is to provide all members updates and information on prominent issues, events, educational opportunities as well as to recognize our sponsors and members. When you lay it all out, there is no other trade association that offers what PACE does. Each issue of the Pulse will contain updates on the four pillars that PACE is built upon:
 
Partnerships
Advocacy
Compliance
Education

We have a lot going on and we want to keep you abreast of all that PACE has to offer. From our new members, which can be found at www.paceassociation.org, to our ACX’18 PACE Annual Convention and Expo, we are proud to be the voice and the advocate for our members and partners.

Speaking of our Convention, we would like to thank our Premier Sponsor DailyPay. We also thank all of our other sponsors and exhibitors.  

We do have deadlines that are quickly approaching! And, don't forget, if you are a Platinum or Gold member of PACE, you do have a complimentary registration to the Convention available to you, so don't forget to take advantage.
 
We want to hear from you. The PACE staff is dedicated to providing value for each and every member. We can’t wait to see you at the Chateau!

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.

Our Premier Sponsor. A huge thank you goes out to DailyPay, the Premier Sponsor of our 2018 PACE convention. Check them out!

Our member in the spotlight. Our March Member highlight goes to EPIC Connections. Founded in 2003, they have 'seen and done it all'. Unlike other consulting firms that charge to develop just a plan, EPIC takes each project all the way to the finish line.

Our partner in networking. We are excited to be a part of Contact Center Compliance's (CCC) Arizona Summit, kicking it off with our EXCLUSIVE networking reception! Join PACE for Cocktails, Conversation, Compliance and Connections in the Center Stage Bar at 6 p.m., Monday, March 12 at the Hyatt Regency Scottsdale Resort & Spa at Gainey Ranch.

Talk with industry professionals who are at the forefront of the contact center/customer engagement regulatory and compliance landscape. PACE is excited to partner with our long-time member to kick-off their Compliance Summit that starts the next day.
Advocacy and Articles
PACE Files Reply Comments In the Matter of Advanced Methods to Target and Eliminate Unlawful Robocalls 

 As part of its ongoing efforts to inform the FCC about risks associated with call blocking and best practices to mitigate those risks, PACE filed Reply Comments urging the adoption of a per-call blocking indicator system for terminating carriers who block calls. Currently, callers learn of their calls being blocked through circumstantial indicators such as reduced call answer rates and higher numbers of busy signals. Often these indicators lag behind the blocking and callers are unable to effectively respond until several days have passed.

Under PACE’s proposal, terminating carriers who block calls would be required to provide a real-time indicator such as a signaling cause code or intercept message, which would allow callers to respond faster to the blocking and ensure their communications reach the intended recipients. This position is not new to PACE, having been put forward by the association in its original Comments to the FCC’s Further Notice of Proposed Rulemaking, but PACE felt it was worth reiterating in response to Comments filed by others opposing such real-time notifications. PACE will continue advocating for its members on this important topic.

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
Compliance and Regulatory
Text Messaging Class Action Decertified Due to Questions of TCPA Consent

As we have previously reported, individualized questions of consent in TCPA litigation regularly prevent class certification. One recent decision went a step further and found that substantial questions of consent can constitute grounds to decertify a class.  Full article .

Ad Agency Pays $2 Million for False Advertising
Advertiser Marketing Architects, Inc. (MAI) has agreed to pay $2 million to the Federal Trade Commission (FTC) to settle claims that MAI created and disseminated deceptive radio ads for products marketed by its client, Direct Alternatives.  Full article .

TCPA Damages Are “Uninsurable,” Says Appellate Court 
The latest chapter in Dish Network’s TCPA saga played out this week in a decision released by the Tenth Circuit Court of Appeals, which concluded that Dish was not entitled to insurance coverage for TCPA claims. In ACE American Insurance Company v. Dish Network, LLC, a three-judge panel upheld a trial court’s decision that Colorado law prevented Dish from receiving insurance coverage for its TCPA violations.   Full article .
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March DNC Holidays
Please be advised of the following March Do Not Call holiday:

Friday March 30, 2018 (Good Friday)- LA
Outbound telemarketing calls to consumers should be suppressed 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. 
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PACE Regulatory Guide
Since 2003, our guides have clearly and accurately explained the ever-changing telemarketing laws and legislation in one, easy-access online source. Spend more time on customer service, and less time worrying about compliance. Learn More
Events and Education
PACE 2018 Convention & Expo (ACX'18)

We're counting down the days until the 2018 PACE Convention at the Chateau Elan Resort April 15 -18. There's only 3 days left for early bird pricing. Save by registering today!

Don't miss the opportunity to hear our fantastic lineup of industry-leading speakers and network with fellow members and non-members alike. Register today! Be there or be square!

Don't forget to book your room! Please make sure that you secure your hotel reservation at the Chateau Elan Resort before our room block expires on March 13. We will not be able to guarantee a room or the PACE rate after that date.  Reserve your room now to take advantage of this great discount!

***roundtrip transportation from Atlanta’s airport is included in your room rate***

Thank you to ALL of our sponsors who have helped make this year's Convention possible:

Premier Sponsor
DailyPay

Diamond Sponsor
iconectiv

Platinum Sponsors
LiveVox
PossibleNow
Noble Systems
CompliancePoint

Gold Sponsor
Neustar

Silver Sponsors
Allied Global
Voysus
CustomerCount
Infutor
Contact Center Compliance

Event Sponsors
Golden Gate BPO Solutions
Incept
Gryphon Networks
PayActiv
OnBrand24
BBC Technology Solutions
MOONOIA
GM Voices
Comcast
DialAmerica
Mac Murray & Shuster
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BenchmarkPortal (BMP) Upcoming Webinars

Join us for our March BMP Webinar, "Optimized Contact Center Learning: Tips on Making Training Your Competitive Strength" at 10 a.m. PST/ Noon CST / 1 p.m. EST on Wednesday, March 28.

This Webinar will show you how to evaluate and improve your training through a 3-part process:

-          Stepping back to give your training strategic context
-          Drilling down to assess the nuts and bolts of best practices training programs
-          Hearing about how top centers put the pieces together to make it all work

Time, attention and investment in employee education and training has the highest and fastest return. Bruce Belfiore, CEO of BMP, will draw on his experiences to illustrate a roadmap from where you are, to where you want to be - - and the benefits you can expect by achieving your training objectives.

Register today!
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PACE Webinar Provided By General Counsel


DATE: Thursday, March 22, 2018
TIME: 2 - 3 p.m. EST

Have you noticed your call answer rates plummeting? How about a sudden surge in busy signals? These are two telltale signs that carriers or mobile phone applications may be blocking or labeling your calls. These missed calls can result in major inconvenience to your customers and significant cost to your business.
 
In this webinar, M&S Partner, Michele Shuster and Senior Associate, Josh Stevens will bring you up to date with the latest regulatory developments on call blocking and labeling that may be hindering your ability to reach customers, and provide a plan of action to help alleviate the erroneous blocking and labeling that may be putting your business at risk.

Register today!
 8445 Keystone Crossing, Suite 106
Indianapolis, IN 46240
info@paceassociation.org
1(317) 816-9336
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