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, plus provide you with the latest news from the contact center industry!




Early-Bird Pricing for PACE ACX’18 ends in 32 days !
Don't Miss These Updates!
A Letter from Our Partner - BenchmarkPortal
CEO Bruce Belfiore

UPDATED LINKS!!

Get the most out of PACE’s partnership with BenchmarkPortal

At BenchmarkPortal, we are proud to partner with PACE to provide its members with trainings and certifications that benefit them in and out of the workplace. 

When two industry leaders join forces, this is how you profit: 

Monthly, PACE-only Webinars. I will continue to host these monthly webinars on hot topics of interest to contact center professionals. Tune in on February 28 to hear an insightful episode on benchmarking – how to use it to identify weaknesses and discern fixes that will make you measurably more competitive in both cost structure and quality.

College of Call Center Excellence courses. Our partnership allows PACE members to receive certification for the following:
a.       Managers
b.      Quality Assurance
c.       Coaching for Performance
d.      Workforce Management
e.       Agent Soft Skills

PACE Annual Convention & Expo (ACX’18). We are excited to be presenting leading-edge content at the annual convention – providing participants with actionable tools they can immediately implement in their workplace and beyond.  

Value. Content. Training. Insight. Engagement. At BenchmarkPortal, these are core elements and we’re pleased to provide all of these to PACE and its members. Don’t miss out! Participate and benefit. 

Register for the February 28 webinar today! We are excited to bring PACE members additional benefits today, tomorrow and beyond!
Partnerships and Network
At PACE, our members are our partners in success and this month we feature member S & P Data.

S&P Data is a top-tier outsourcing partner providing custom engagement and technology solutions that streamline and enhance your care and revenue processes. They use AI-based filtering to identify contacts with revenue opportunities, and deliver exceptional experiences.

S&P Data specializes in developing custom omnichannel solutions for key stages of your customer lifecycle, including care, acquisition, loyalty and retention, and verification/processing. Their voice programs leverage their 20+ years’ experience in the contact center space to drive efficient results, and the digital programs capitalize on your marketing efforts by driving website yield with chat and bot implementations.
 
Their programs are run out of seven custom-built locations in the U.S. and Canada. Thank you S&P Data for partnering with PACE!
Advocacy and Articles

In  testimony  delivered last week before the Washington House Labor & Workplace Standards Committee, Michael Schendel, president of the Communications Workers of America (CWA) local 37083, issued a strong endorsement of the new Washington Call Center Jobs Act (HB 2844).
Compliance and Regulatory
Federal Court Dismisses TCPA Claim over Crafty Consent Revocations

Kohl’s Department Stores, like many a mobile marketer, uses a “How to Opt-Out” message to instruct consumers on how to stop receiving future text messages. The message includes instructions to text any of these commands: STOP, CANCEL, QUIT, UNSUBSCRIBE, OR END. 

But instead of using these one-word commands, one woman replied with a variety of messages:
  • “I’ve changed my mind and don’t want to receive these anymore.”
  • "Please don't send any further messages."
  • "I don't want these messages anymore. This is your last warning!"

The individual cited violations of the Telephone Consumer Protect Act. Learn how the federal district court for the District of New Jersey ruled .
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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 32 days left for early bird pricing. Save by registering today!

We are celebrating 35 years serving our members and we're ready to throw a radical, tubular event. Are you geeked up?

Don't miss out on this opportunity to hear from industry leaders, share best practices and network with fellow members and non-members alike. Register today! Be there or be square!

Don't forget to book your room! PACE has secured an amazing room rate at the Chateau Elan Resort for our Convention attendees.  Reserve your room now to take advantage of this great discount!

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

Sponsorships
Want to be a sponsor? Opportunities are still available! Contact  Stuart Discount for additional information via email or at 317-522-2799
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Benchmarking At Its Best for Contact Centers – Attaining Excellence Through Metrics Webinar

February 28 - 1 p.m. ET/2 p.m. CT

Almost everyone benchmarks, but not everyone leverages benchmarking to achieve best practices excellence. Bruce Belfiore, CEO of BenchmarkPortal, will focus on five ways to use benchmarking to lower costs, improve customer experience, and bring recognition to your center by out-performing your competition. This PACE Webinar includes stories of challenge and success that will help attendees set and attain measurable goals for their centers. 

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