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The PACE Pulse

 
P artnerships . A dvocacy. C ompliance. E vents.
A Letter from Our CEO
Stuart Discount
 
Where has the summer gone? In six weeks, PACE will be hosting more than 200 contact center executives, compliance officers and attorneys at our annual Washington Summit. This event has become the premier compliance and advocacy event of the contact center industry. This year will be no different. Those attending will hear from experts on topics such as call blocking and labeling, TCPA reform and privacy issues that affect contact centers now and in the future. Many of these issues are not specific to outbound efforts. Privacy and how you deal with customer data affects operations of any contact center.  
 
At PACE, we hold true to our four pillars: Partnerships, Advocacy, Compliance and Education/Events. From our CECP training to our SRO anniversary, to our Washington Summit, our regional events and our 2019 Convention & Expo (ACX'19) in San Antonio...we work hard to provide the best for our members and the customers they serve.
 
To hear about the certifications we offer, the events we are hosting and the anniversaries we are celebrating, read my letter in its entirety. I hope to see each of you in Washington in September!
 
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 Infinity.
 
Infinity is a company that focuses on industry leadership, expansion strategies, channel relationships and new company capabilities.
 
With their strategic, data-driven, consultative approach to building out high-performance client programs, Infinity’s approach to client relationships is one that is built on a collaborative partnership that provides clients with best practices and above-average industry standards, and also on integrity, transparency and openly sharing their years of insights and experiences with clients. This approach has defined Infinity as best in class and garnered them the title of being the “Innovation Center” for program pilots and launches. Check them out !

 
College of Call Center Excellence Certification Program
We are proud to continue our partnership with BMP to roll out our co-branded PACE-BenchmarkPortal 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 (available August 31)
  • 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
 
Worried about employee engagement?  
Mike Dershowitz at Rethink Staffing
 
Are you getting it wrong from the start? Start talking “people” instead of “seats”. We’re currently interviewing for a new sales executive here at Rethink Staffing. At first, I thought I wanted someone directly from the BPO industry, who worked for a competitor, figuring that experience and contacts would be a great place to start as we try and grow Rethink Staffing.
 
Fundamentally, the quality and results we get from our operations are not from the “seats” that we have, but from the actual people that do the work in those seats— the “ humans of BPO .” I worry that this “seats” language is setting us up to fail.   
 
To read Mike's blog in its entirety, 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.
PACE Communication Protection Coalition Update
 
The third meeting of the PACE sponsored, Communications Protection Coalition (“CPC”) was held August 3, 2018 in Washington D.C. at the offices of Kelley Drye & Warren This meeting was attended by various stakeholders involved with mitigating the effects of unwanted and illegal calls. 
 
The meeting began with a brief discussion of various carrier’s perspectives on the deployment of Shaken and Stir, and how their efforts will commence in 2019 for introducing this technology. The meeting presented some initial experiences by Numerical of call originators registering their numbers with the major carriers, so as to allow the carrier’s analytics providers to more accurately determine how to process their calls from a blocking/labeling perspective. This was followed by a discussion of a “trusted call originator” program which is intended to facilitate accurate default treatment of registered numbers for call originators. This topic of the details of the “trusted call originator” will be further discussed at the next meeting of the CPC, which will follow PACE’s Washington Summit, on September 26, 2018.
 
Written by:
Karl H. Koster
Chief IP & Regulatory Counsel, Noble Systems Corporation
Chair, PACE Communication Protection Coalition
 
California Enacts Sweeping Data Privacy Law
 
California recently passed a privacy law requiring businesses to provide greater transparency into their data practices and giving consumers more control over their personal information. The  California Consumer Privacy Act of 2018  (CCPA) raced its way through the state legislature without opposition to avoid a November ballot initiative, which was widely viewed as more onerous than the CCPA. Read the overview of the CCPA, which takes effect on January 1, 2020.
 
Payday Lender Settles Misleading Loan Disclosure Allegations
The Bureau of Consumer Financial Protection (BCFP) has settled with Triton Management Group, Inc. (Triton), a small dollar lender operating under the names “Always Money” and “Quik Pawn Shop.” Triton offers high-cost, short-term loans including payday, auto title pledge, and installment loans primarily to consumers for personal, family, or household purposes. Read about the settlement in its entirety .
 
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.
 
August DNC Holiday
 
Please be advised that  Monday August 13, 2018  is a Do Not Call holiday (Victory Day) in Rhode Island.  
 
Outbound telemarketing calls to consumers in Rhode Island should be suppressed on this 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.
 
Ringless Voicemail Messages are Governed by the TCPA
 
Over the past several years, callers have increasingly used a technology known as “ringless voicemail” or “direct-to-voicemail drops” to contact consumers. The technology allows companies to deposit recorded messages directly into a consumer’s voicemail (on the carrier’s server) without causing the consumer’s phone to ring. The consumer receives only an indicator that a voicemail is ready to be retrieved. Several companies provide ringless voicemail services and market them as a cheap and efficient way to supplement businesses’ outreach efforts. Read more .
 
TCPA Claim Survives Plaintiff’s Death
 
Less than three weeks ago, the Sixth Circuit became the first circuit court to consider whether a TCPA claim survives the plaintiff’s death. In Parchman v. SLM Corp., the district court held that TCPA claims are penal in nature; therefore, they do not survive a plaintiff’s death. The Sixth Circuit reversed that decision. Read more .
 
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.
 
PACE Compliance Webinar
Join PACE and MacMurray and Shuster for our FREE monthly PACE Compliance & Regulatory Webinar Series.
  
Legislative Trends and How They Affect Your Business
Thursday, August 23
1 PM ET/12 PM CT
 
We have seen an extraordinary number of state and federal bills introduced affecting contact centers. Are you ready? The PACE Government Affairs Chair Bob Kobek and General Counsel, Michele Shuster, will provide a legislative update on bills that have been introduced and passed in 2018 alone. They will also explore the affect that this legislation has on contact centers and companies that use contact centers.
 
 
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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.
 
Workforce Management: The Essentials and More
Wednesday, August 22
1 PM ET/12 PM CT
 
Excellent Workforce Management is a key component of successful contact centers - - but there are so many moving parts! BMP CEO Bruce Belfiore will share fresh insights to help you master this important function in ways that can lower costs, raise morale and improve customer satisfaction.
 
To register for this free webinar, click here .
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PACE 2018 Washington Summit
 
Our Annual Summit is just less than TWO months away and we want to make sure you have a place to stay! PACE is unable to hold any rooms after August 29Reserve your hotel room today.
 
For more information on our speakers, presentations and networking opportunities at #PACESummitDC18 or to register, click here.
 
CECP 2-Day Live Training 2018 Washington Summit
 
Take advantage of the Live Training Course and Exam at this year’s PACE Washington Summit, September 22 – 23. The 2-Day, instructor-led training course, in combination with other provided study resources, will provide you with a superior combination for passing the CECP Certification Exam (being held on Monday, September 24 at the Summit). 
 
Those who register for the CECP training, receive free registration to the Summit!
 
Register for the CECP Live Training Course and Exam at the Summit today!
 
PACE Regional Events
 
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.
 
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.
 
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 .
 
Additional BMP - PACE Webinars
 
 

 
Annual PACE Convention and Expo
Coming to the  Hyatt Hill Country Resort & Spa  in San Antonio, Texas.
 
March 31 - April 3
#ACX19