An Association Worth Writing About
This past week, I had the privilege of spending 3 full days at the Chateau Elan at the PACE Annual Expo and Convention. PACE is a leading trade association that is exclusively dedicated to the advancement of the contact center industry, comprising of both independent operators and captives.May 1, 2018
Founder and CEO of DailyPay.
This past week, I had the privilege of spending 3 full days at the Chateau Elan at the PACE Annual Expo and Convention. PACE is a leading trade association that is exclusively dedicated to the advancement of the contact center industry, comprising of both independent operators and captives.
My job at DailyPay allows me to work with several different industry verticals and to visit their conferences. But after this weekend, I can say hands down that the women and men of PACE are among the best people I have ever met.
While DailyPay was there as the premier sponsor, it didn't feel like work at all. Quite the opposite, it felt more like a family dinner, where the family welcomed me - a first time guest - to the table with open arms.
The contact center industry is one that has weathered numerous storms. First, it was the assault on outbound telemarketing, as a result of a few bad actors. Next, it was the introduction of offshore/nearshore staffing models. And today, it's the threat of bot and/or artificial intelligence driven technology that some say may replace the call center industry entirely. But through every challenge, this industry has continued to thrive by taking the same strategy -- adapting and innovating. Having spent invaluable time with the leaders of many of the top contact centers in the country at PACE, I can attest to their entrepreneurial and unrelenting spirit. I wish my entire company could have heard how John (all names changed) - the CEO of a 1000 person call center - just won a huge contract from a major telecom company and is using a clever recruiting strategy to keep his costs low. Or how Bill - a 33 year veteran in the industry - is using software to identify voice patterns in customer service calls to determine whether his agents are having a good day or a bad day. The people of PACE are innovators. In a world of compressing margins and increasing labor costs, they have found ways to innovate, stay ahead, and importantly stay focused on their customers.
But my favorite story from this weekend has nothing to do with business per se, but captures who PACE truly is. One of my team members who is on the conference advance team arrived at the conference only to realize that we had lost our suitcase containing various conference supplies, such as props, markers, poster board, etc. Two PACE Board members found out and volunteered to drive my team member to a local Walmart in the pouring rain at 8 in the morning so she could purchase replacement supplies. These two PACE members waited patiently in the car and she shopped, and then drove her back to the conference.
Unreal. But this just captures who PACE is, and for that matter, who the contact center industry is.
DailyPay is thrilled to partner with PACE and the contact center industry. Having spent a weekend hearing first hand about the challenges and opportunities in the industry, I couldn't have picked a better group of companies and operators to work with. Thanks again PACE for allowing us to join your association, and for allowing us the privilege of sharing our vision for agent retention with your members.