5250 E US 36  |#1102B
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The PACE Pulse is an informational newsletter designed to keep you up-to-date on all things PACE and on the latest news from and about the contact center industry!

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

I hope that everyone has had a wonderful summer filled with adventure or relaxation or both. But now fall is upon us, the weather is turning a bit cooler, kids are back in school, it’s football season again (Go Bears) and it’s also time to get serious about your customer engagement strategies. 

What better place to do that than at the 2018 PACE Washington Summit? The Summit takes place September 23-25 at a new location for PACE, the Intercontinental Washington D.C – The Wharf.  There is still time to register. Remember, if your company is a Platinum Member (or you want to upgrade to Platinum before Summit), you receive two complimentary registrations to the Washington Summit as part of your membership.     

There are so many points to make about the lineup at the Summit that they can't fit into one email. So, click here to read my list of everything you have to look forward to.

But one addition to this year's Summit that is worth mentioning multiple times is that this year, we are truly honored and excited to bring a special addition to the Summit. We will be presenting the first annual Searcy Advocacy Award. This award was created in memory of industry legend and dear friend, Tim Searcy, who was a trailblazer for advocacy efforts that shaped our association and industry forever. Please join us, along with Tim’s family, for a tribute to his legacy and the inaugural presentation of this award on Monday, September 24.   

On behalf of the PACE Board of Directors, Management Team, Chapter Presidents and Chapter Boards, I thank you for your membership and support of PACE and I look forward to seeing everyone in Washington D.C.!
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. August 's member spotlight features Aureon Contact Center.

Aureon Contact Center™ is an Iowa-based Contact Center company that specializes in creating and managing first class customer experiences. They have been providing help desk, technical support and customer service to a wide variety of industries for more than 20 years. With their omnichannel solution, Aureon offers inbound and outbound phone, e-mail, SMS and chat solutions as well as social media moderation at a number of service levels and models.  
Aureon recognizes each partner has unique needs, requirements and expectations. They provide personalized support for each client and focus on being responsive to changing needs and expectations. Aureon believes in providing The Right People, The Right Technology and the Right Locations. For more information, click here.
PACE's NEW Resource and Supplier Directory 

The  directory is a resource that is open to the public and will allow PACE members to promote their businesses to those looking for all types of contact center services. Each PACE member is entitled to a listing as part of the increased value we are offering to all of our corporate members.

Benefits of the PACE On-Line Resource and Supplier Directory:

  • Single, comprehensive resource for members and non-members seeking a variety of contact center services
  • Members’ ability to craft unique messaging to attract and retain potential customers
  • Listings and rankings are based on PACE membership level
  • Internal and external resource development tool, allows members to see who other PACE members are and refer business to them. 
College of Call Center Excellence Certification Program
Our partnership with BenchmarkPortal continues to grow and we are now offering our co-branded 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
  • 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
BenchmarkPortal’s Call Center Campus (CCC) is fast approaching, and because of our partnership with BMP, PACE members can attend with special discounts. CCC was named a “Must Attend Event” for contact center professionals. For more information on the event, 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 .
The Benefits of Supplier Diversity in the Call Center Industry
Consumers are scrutinizing companies’ core values like never before, thanks in part to social media and the internet. A brand’s commitment to diversity and inclusion demonstrates guiding principles that resonate especially with millennials—currently the largest and most influential consumer base, and the most diverse generation in U.S. Read the blog in its entirety .

Chatbots Are Useful, Not Powerful!

Today's world is strangely divided when it comes to views and belief systems involving artificial intelligence. This is not a new thing, as new ideas have always been regarded with skepticism and distrust until they take hold in society. Even the first automobiles were thought of as little more than toys that would never gain a foothold in society.

Read the article in its entirety .

Worried About Employee Engagement?
The industry is talking quite a bit about employee engagement and how to motivate people. Managers lament high attrition, absenteeism, and low engagement. We try and “gamify” work, create “recognitions” systems, and ultimately try and “support” and “hear” our people. But what, if we, as managers and leaders, are sowing the seeds of poor engagement right from the start? In the way we talk about our businesses and in the way we write our contracts with our clients?

Read more from Mike Dershowitz, CEO of Rethink Staffing.
PACE Communication Protection Coalition Update
The Communication Protection Coalition (CPC) task force, sponsored by PACE, will hold its 4 th meeting in Washington, D.C., on Wednesday, September 26 from 8 AM to 12 PM (EST) at the InterContinental Washington, DC. – the Wharf. Stay tuned for additional details.

Registration is required. Non-members, register here. Members, register here. Please 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.
M&S Welcomes Back Associate Attorney Anthony Cacciatore

Associate Attorney Anthony Cacciatore returns to the MacMurray & Shuster team from Kuwait, where he served for one year as the Deputy Command Judge Advocate for the U.S. Army’s Garrison Command. As the lead prosecutor advising an 800-person organization spanning four countries, Anthony represented the U.S. government in federal employee matters, criminal proceedings, and administrative concerns holding the organization up to its own standards of performance and integrity.
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.
Illinois and Connecticut Amend Telemarketing Laws

Illinois recently repealed its Restricted Call Registry Act (i.e. Do Not Call law). Illinois did not have its own Do Not Call list but had a more restrictive Inquiry EBR exemption. Illinois' other telemarketing laws (governing disclosures, calling times, prerecorded messages, call recording, etc.) remain intact.

Connecticut also amended its telemarketing laws by adopting criminal penalties (class A misdemeanor) for persons that intentionally block caller ID information while sending an unsolicited recorded telephone message.

For more information, please log into the Regulatory Guide and see the updates to the DNC Definitions, DNC Exemptions, DNC Fines, DNC Information, DNC Safe Harbor Rules and Caller ID topics (and corresponding statutes).

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. 
September COF Meeting Cancelled!

Due to the 2018 PACE Washington Summit being held September 23 – 25, there will be  NO  edition of the Compliance Officers Forum call for September 18. 
The call schedule will resume in October!
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.
There are many things to experience at the 2018 PACE Washington Summit. Be sure to register today, so you won't miss out on some of highlights:

Runners' Network
Start the morning off with a run around the beautiful monuments of our Nation’s Capital. This ever popular event will be led by PACE Board Member and Running Ambassador Michael Thompson!  Meet in the hotel lobby.

Sunday, September 23 - 7:00 AM
Monday, September 24 - 6:30 AM
Tuesday, September 25 - 6:30 AM

The Searcy Award for Advocacy
We are proud to be honoring our friend and colleague, the late Tim Searcy, at this year's Summit with the first annual presentation of the Searcy Award for Advocacy. This prestigious award recognizes a PACE member, corporation or business for its efforts in advocating for the association and the contact center industry at-large.

Monday, September 24 - 12:30 PM

And Much More!
Thank you to our sponsors who continue to support our four pillars: P artnerships. A dvocacy. C ompliance. E vents.

Our Diamond Sponsor, Neustar, is a leading global information services provider driving the connected world forward with responsible identity resolution. Neustar’s unique, accurate and real-time identity system empowers critical decisions across our clients’ enterprise needs. 
Thank You to the Following!



Customer Count
CSG International
GM Voices
Gryphon Networks
Mass Markets
Mac Murray & Shuster, LLP
Noble Systems
Allied Global
First Orion
HomeServe USA
Contact Center Compliance
National Editor
Cook Political Report

Associate General Counsel

Principal Consultant and Project Manager

Executive Director
Call For Action, Inc

Roth Jackson

President & CEO
Monument Strategies, LLC

Senior Director of Product Marketing

Chief IP Counsel
Noble Systems

Attorney General
District of Columbia

Vice President, Law & Policy

Assistant Vice President External Affairs/Regulatory
AT&T Communications, Inc.
Head of the Division of Marketing Practices
The FTC’s Bureau of Consumer Protection

General Counsel

Deputy Chief
FCC's Consumer and Governmental Affairs Bureau

Director of Privacy Services

Mac Murray & Shuster LLP

Founder & CEO

Head of Global Compliance and Privacy Officer

Shockey Consulting LLC


Kelley Drye & Warren LLP
Join us Monday, September 24, 7-9 pm at the InterContinental Hotel as we experience a live performance from the  Capitol Steps !

At our annual PACE-PAC event, you’ll enjoy cocktails, appetizers, and valuable networking. When you register for the 2018 Summit, add “PACE-PAC Event” to your registration for only $150*.

All proceeds from this exclusive event benefit the PACE-PAC, to support the industry’s best interests through advocacy and promotion of self-regulation.
At PACE Advocacy Day:
  • Network with your advocates from across the country.
  • Learn with experienced advocates during an interactive session with “Lobbying in a Box” on what to expect, our unified message for Capitol Hill, and materials to help state your case.
  • Go on congressional visits led by Capitol Hill Council Team Captains, who will make sure you get around the Hill with ease.

The Constitution guarantees the right to petition government, and PACE Advocacy Day gives you the map and materials to make your voice heard!
BenchmarkPortal - PACE August Webinar
PACE is proud to our partnership with BMP to provide monthly webinars relevant to the latest in industry news and trends.

Quality Assurance: Old Issues and New Approaches
September 19, 2018
10 AM (PST); 1 PM (EST)

Some things have not changed since the airlines started QA in the call center of old...and some things have changed dramatically. This Webinar will provide insights, draw connections and explore solutions regarding this all-important function in thought-provoking ways.

To register for this free webinar, click here .

PACE Compliance Webinar
Join PACE and MacMurray and Shuster for our FREE monthly PACE Compliance & Regulatory Webinar Series.

We will resume our monthly webinar in October. Mark your calendars!
Employment Issues for Contact Centers
1 PM ET/12 PM CT
Thursday, October 18

PACE - InnerView Four-Part Webinar Series

Putting Brands First: Aligning Brand Strategy with Contact Center Operations to win over Customers and Employees

Wednesday, October 24, 2018
12 – 1 PM CT/1 -2 PM ET

Every customer interaction is a reflection of a company’s brand. Do agents know what sets the brand they represent apart? Are they confident in telling the story? This four-part webinar series will explore ways to ensure contact centers are acting as marketing ambassadors and delivering the desired customer experience.

Non-Members, register here.
PACE Members, register here.
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.
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 .

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.
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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