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 FIVE Months Away!
Don't Miss These Updates!
A Letter from Our Chair
Lori Fentem

I am so excited to write to you after recently returning from the 2018 PACE Annual Convention & Expo (ACX’18) at the Chateau Elan in Braselton, GA.   The theme of this year’s convention was “Exceeding the Expectations of the Connected Customer”.  The feedback we have received from Convention has been overwhelmingly positive and there are so many highlights to share with you.

First, our attendance was 14% higher this year than last. Our Expo Hall was sold out this year and included several new exhibitors. We have already received numerous commitments for next year and several exhibitors said it was the best show for leads that they have ever attended.

We were fortunate to hear from so many great presenters and our keynote speakers were truly inspiring and motivating.

Perhaps the most inspiring was our Call Centers CARE session where we heard from Connect Direct, Teleperformance, and 100+ Women Who Care. These three amazing stories were woven together in the spirit of Call Centers CARE which was dedicated to Tim Searcy, the former CEO and Chairman of PACE who recently passed away.   In Tim’s memory, PACE partnered with the Indianapolis Lung Cancer Research Foundation "Free to Breathe” Run/Walk. I am proud to say that donations from ACX’18 totaled $3,350!

I want to thank all of the sponsors and exhibitors, volunteers, the staff, the convention committee and all of the attendees who made this year’s convention, ACX’18 an enormous success.  I look forward to seeing everyone at our regional events around the country, the Washington Summit in September and ACX’19 in San Antonio.

To read Lori'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. Check out the highlights and news from our member partners.


Our member in the spotlight. Our May Member Spotlight goes to PayActiv , a Silicon Valley company that helps businesses offer socially responsible financial wellness to their employees. PayActiv's mission is to empower financially stressed, lower income workers with the knowledge and tools to achieve financial resilience. Today, PayActiv’s invention of timely access to earned wages, without incurring any debt, is deployed nationwide by numerous American businesses, including Walmart

MacMurray & Shuster Selected To NAMWOLF

Congratulations to PACE member MacMurray & Shuster LLP! They are a boutique law firm focusing on consumer protection regulatory compliance and defense, and they have been accepted to the National Association of Minority and Women Owned Law Firms (NAMWOLF). For more on the honor, click here .

EPIC Connections Celebrates 15 Years Of Success As A Mainstay In Contact Center Consulting

EPIC Connections' mission is to “design and deploy the contact center for the future.” EPIC has helped more than 300 clients leverage digital transformation initiatives to deliver superior customer experiences. Since 2010, EPIC’s cloud technology engagements have grown significantly and they attribute it to the company’s eight-year PACE membership and its Gold certification status with NICE inContact. EPIC is on track to implement more than 100 cloud contact center platforms this year alone. Read more .
Advocacy and Articles
A Message from Robert Kobek, PACE Government Affairs Committee Chair

You can’t always advocate for yourselves. But, that’s why PACE exists and why you should register for the our Washington Summit, September 23 – 25 at the InterContinental at the Wharf, in Washington, DC. 

It is the best place, the only place really, to find out about the wave of Federal and State legislation and regulations that have been proposed or are already in existence. The space where the volunteer members of your Government Affairs committee and its four councils are paying attention and advocating for our members on a daily basis. 

It is important to get your information first hand. Why?  Because first-hand knowledge helps keep your business up-to-speed and in compliance.  Not all associations are as in-the-know and educational as PACE. And we are honored to work on behalf of our members.

To read about an encounter Bob had with a member of another association, click here.


Communication Protection Coalition Meeting
Michele Shuster, PACE General Counsel, spoke at a policy forum jointly hosted by the Federal Communications Commission and Federal Trade Commission on March 30. In her speech, “Fighting the Scourge of Illegal Robocalls,” Atty. Shuster reminded forum participants about the need to preserve a ubiquitous telephone network and ensure that calls placed reach their destination. As illegal robocalls continue to proliferate, carriers and mobile application developers have sought to reduce illegal calls reaching consumers through aggressive call blocking; however, they have not developed best practices to prevent erroneous blocking or systems to quickly correct blocking errors. Read more .

PACE PAC Raises Funds for Our Communities
During the 2018 PACE Convention and Expo (ACX’18) attendees were given several opportunities to contribute to the PACE-PAC. Golfers were able to purchase the PACE Mulligan PACkage to use during tournament play. Prior to our Premier Reception (Casino Night), sponsored by DailyPay, attendees who donated $100 to the PACE-PAC were treated to guided winery tours at the Chateau’s Cellar Door.
Donors were escorted behind the scenes of the luxurious resort’s winery to see the inner workings of the region's first winery of its kind since Prohibition. If you weren’t able to attend Convention or participate in any of the Convention PAC opportunities, we have a special offer available. You can receive a copy of our keynote Jesse Itzler’s new book,  Living with the Monks  (to be released in May), by making a $50 donation to the PACE-PAC. This offer is only available for the first 50 PAC donors.  Click here to donate .   
Compliance and Regulatory

Florida recently passed two bills, Senate Bills 740 and 568 respectively, which amend Florida’s telemarketing laws. The amendments take place July 1, 2018. To learn about the changes, click here.

TCPA Monitor - Is a Predictive Dialer an ATDS?
Now that the D.C. Circuit, in  ACA Int’l v. FCC , set aside the portion of the FCC’s 2015 TCPA Order pertaining to the definition of an automatic telephone dialing system (ATDS), callers want an answer to a seemingly simple question: Is a predictive dialer an ATDS? The issue is more complex than it seems but for the first time in almost 15 years, there is reason to believe that a predictive dialer is not necessarily an ATDS. The ACA opinion, its underlying rationale and the first relevant post-ACA opinion provide strong support for this argument. Read full article .

The FTC recently issued its annual summary of consumer complaints from the past year, joining with attorneys general from states across the country whose reports have already been released. Taken together, these reports provide a reliable prediction of where regulators will be focusing their attention in the coming months. Read full report .


May DNC Holidays
Please be advised of the following May Do Not Call holidays:

Friday May 4  (Rhode Island Independence Day*)- RI 
Monday May 28  (Memorial Day) - AL, LA**, MS, RI, UT 
* Rhode Island Independence Day is listed as a state holiday under the applicable state statute; however, it is not listed as a state holiday on the Secretary of State's website.

** Louisiana's Governor has not yet declared Memorial Day a state holiday; however, we anticipate it will be declared a holiday in the coming weeks.
Outbound telemarketing calls to consumers in these states should be suppressed on the applicable days unless an exemption applies. 

Additionally, prerecorded message calls may only be made into Nebraska from 1pm to 9pm on Monday May 28, 2018 (Memorial 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.

GDPR Is Coming. Get Your Organization Ready.
May 25 is almost here, the day regulators will begin enforcing the new EU General Data Protection Regulation (“GDPR”). Bringing substantially heightened requirements compared to the Data Protection Framework currently in place, this new set of rules is designed to give EU citizens more control of their personal data, and includes enhanced obligations related to consent, data breach notification, privacy by design, and the appointment of data protection officers. Read entire article.
Events and Education
PACE Regional Event
Join us Thursday, May 10, from 11 am to 2 pm, for a special "Lunch and Learn" filled with education, networking and a behind-the-scenes look at Capital One's Tulsa location!

John Cook, Capital One's Site Director/Market Area President, will host the three-hour event which will cover the following:

  • Leading by example
  • Launch of a successful contact center
  • Community activism
  • Performance excellence
  • Setting the example
  • How Capital One got started in Tulsa

Date: Thursday, May 10
Time: 11 AM – 2 PM CT
Cost: $20 for PACE  Members; $25 for  Non-Members
Place: Capital One; 14002 E. 21st Street; Tulsa, OK

Mac Murray & Shuster - PACE Webinar
We are excited to partner with PACE Member Mac Murray & Shuster to provide this special webinar, Staying Compliant in the Social Media Marketplace, on Wednesday, May 9 at 2 p.m. EST. Geared toward non-lawyers, this webinar will provide an overview of legal issues in social media marketing, with an emphasis on the FTC’s recent actions and guidance. Participants will learn “dos and don’ts” for social media marketing campaigns and leave with an understanding of the risks they face and practical, implementable techniques to reduce those risks. To register, click here.

CCW - PACE Webinar

If you deliver an engagement experience your competitors don't, you stand to retain your customers – and attract theirs. The complimentary webinar, "5 CX Best Practices Your Competitors Are Ignoring," will reveal 5 CX initiatives that few companies are utilizing and succeeding. The webinar will be held Thursday, May 17 at 1 p.m. EST.

These 5 “game changers” include:

  • Next-generation approach to customer journeys
  • The best way to reduce effort – and close deals
  • Rethinking artificial intelligence
  • A new strategy for agent engagement
  • Building organic customer advocacy

Be a game changer!  Register  today!

BenchmarkPortal May Webinar
PACE is proud to partner with BMP to provide a monthly webinar relevant to the latest in industry news and trends. May's webinar, Customer Experience Journey Mapping: Be a Pleasure to Do Business With , is based on the presentation BMP CEO Bruce Belfiore made at PACE’s ACX Convention last month.

If you were unable to attend, Bruce addresses the essentials of best practice CS journey mapping, from corporate strategy to practical aspects of process implementation. The webinar will discuss ways to assemble a CX “dream team”, which includes incorporating the voice of the customer and will provide tools to get your customers to love doing business with you again and again.

Wednesday, May 23,  1 PM ET/12 PM CT
Register for the May webinar today!
 8445 Keystone Crossing, Suite 106
Indianapolis, IN 46240
1(317) 816-9336
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