Regional Event - NY/Philadelphia - November 2018
The Future of Contact Centers: Leveraging People, Processes &
Additional Speakers for the Summit Include:
- Russell Andrews of iPacesetters, LLC
- May Cho of Comcast HQ Call Center Sales
- Bill MacBride of Nutrisystem
- Jeff Myers of Sirius/XM
- Russell Onofrio formerly of Visiting Nurse Service of New York
- Michele Shuster of Mac Murray & Shuster
- Laurie Toscano of Related Companies
- Bob Weis of John Wiley and Sons and Wiley Publications
|Date: November 14th, 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
|The Pace Regional Contact Center Summit is sponsored in part by
Compliance and Operations topics to be covered include:
- How do you make sure your contact center is compliant?
- What do your contact center agents need to know?
- How does technology and AI help in providing compliant contact centers?
- What are the 3 top issues facing contact centers today?
- How hiring and lowering attrition can increase performance.
- How technologies and other tools help drive excellent customer engagement.
We look forward to seeing you in Princeton!
Interested in being a sponsor for the PACE Princeton, NJ event? View the opportunities available.
If you have questions about additional sponsorship opportunities, please e-mail or call Stuart Discount at 317-522-2799.
|9:30 AM - 10:00 AM||Registration|
|10:00-10:15 AM||PACE Introduction|
|10:15-11:00 AM||Keynote Speaker - Jim Iyoob Chief Customer Officer for Etech Global Services - The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence|
What every contact center manager, owner or director needs to know about compliance
Michele Shuster, DialAmerica
|Sponsored by DailyPay
What it takes to operate a first class contact center
Bill MacBride, Russell Onofrio, Bob Weis
|11:45 AM-1:00 PM||Networking Lunch/Exhibit Hall|
How technology helps with compliance
Laurie Toscano, Joe Pennachio
Sponsored by DailyPay
What a client expects of an outsourced partner
Jeff Myers, May Cho, Russell Andrews
|1:45-2:45 PM||Featured Solutions Session|
|2:45-4:00 PM||Round table discussions on various topics with moderators|
|4:00-5:00 PM||Networking - Exhibit Hall|
Summit Speakers (subject to change)Jim Iyoob
Chief Customer Officer, Etech Global Services
Jim is the Chief Customer Officer for Etech Global Services. Jim has responsibility for Etech’s marketing, business development, program implementation and product development across all of Etech’s existing lines of business – Etech, Etech Insights, Etech Technology Solutions (ETS), and Etech Social Media Solutions.
He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.
Jim has 25+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence. One of his strongest suits is being able to assist customers in launching and developing their world-class customer experience solutions.
Jim has an exceptional understanding of the customers’ products, their requirements & processes, and a complete analysis in order to provide the right kind of solution. This has helped him develop, implement, and retain some of the most successful, award winning outsourcing solutions that deliver consistent ROI. Due to his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. The gained experience over the past 25+ years has enabled him to be a subject matter expert for call center solutions.
Jim will be signing copies of his book The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence.
Vice President, iPacesetters, LLC
Russell Andrews is a Vice President with iPacesetters, LLC. He is an accomplished Client Services Executive with over 22 years’ experience in the telesales industry for both
Inbound and Outbound environments. Russell has managed multiple call centers and standardized training and reporting processes to achieve consistent performance. Currently, he oversees business and consumer sales projects that allows for increased growth and revenue at iPacesetters, LLC.
Director of Inbound Sales & Quality, Comcast HQ Call Center Sales
May Cho is the Director of Inbound Sales & Quality for Comcast HQ Call Center Sales. In her role, she is responsible for developing and leading the quality strategy for the call center sales channel, which is the largest sales channel at Comcast and includes both inbound and outbound sales. She has over eight years of telecommunications experience including competitive marketing and has spent over seven years on outbound call center operations focused on vendor management, strategic development and deployment of various sales effectiveness programs. In addition, May also is currently the Co-President for the PACE Philadelphia Metro Chapter.
Senior Vice President, Contact Center at Nutrisystem
William (Bill) MacBride serves as Senior Vice President, Contact Center at Nutrisystem, Inc. joining the Company in 2009. A seasoned contact center professional, Bill has more than 30 years of experience across multiple industry verticals in both account management and operations. In his role, he is responsible for all customer touch points via phone, email and chat and includes everything from sales and retention to customer care, weight management counseling and nutrition and dietary services.
Bill’s has spent his career supporting client initiatives across customer contact management solutions and services in the business process outsourcing (BPO) arena. He’s overseen the global operations management and client support teams for multi-site inbound/outbound CRM solutions execution across care, support and sales applications at ICT Group [currently Sykes], TRG Customer Solutions, and Princeton Management Resources, Inc.
He holds a B.A. in marketing from Temple University.
Vice President and General Manager Customer Care at Sirius XM
Jeff began his career in the call center industry in 1991, as a call center agent, while attending the University of Wisconsin, Madison and studying Communication Theory and Research. The first eight years of his career included time in roles spanning from Floor Management to Call Center Director and Global Quality Assurance oversight. Following his first eight years in Operations, Jeff spent 10 years in the Omnicom family in both the US and The UK/Europe with responsibility for Client Services and Program Strategy in a variety of verticals including Telecom, Energy, Media and Non-Profit. He currently serves as the VP of Sales Operations for SiriusXM Satellite Radio with Inbound and Outbound Call Center Sales activity that includes partnerships with 14 BPO organizations representing 40 individual call center locations.
Former Vice President, Call Center Operations at Visiting Nurse Service of New York
Russell Onofrio is the former Vice President, Call Center Operations at Visiting Nurse Service of New York (VNSNY), the nation’s largest not-for-profit home and community-based health care organization, servicing more than 130,000 patients in the five boroughs of New York City, as well as Nassau County and parts of Westchester County.
While at VNSNY, Russell was responsible for setting the strategic direction for the company’s call center operations and served as a Co-Chair of VNSNY’s enterprise wide Patient Experience initiative. Russell is a Net Promoter Certified professional who provides vision and strategy to lead operations to increased levels of performance and productivity, while enriching the customer experience. He is a member of the PACE’s Partner Speaking Program and has been invited to speak globally on topics related to operations metrics, customer loyalty, performance management and employee motivation.
Over his career, Russell has led corporate initiatives to improve and transform multi-site customer operations, streamline and redesign procedures, increase customer/client experience and implemented technology to enhance company efficiency. He has more than two decades of knowledge and experience in a variety of size organizations, ranging from start-ups looking to launch, to larger organizations looking to improve operational performance. Russell has also held leadership positions with Zipcar – Vice President, Member Services, Cross-Rhodes Management Consulting – Partner and OnProcess Technology – Vice President, Operations.
Vice President, Information Technology: End User Experience (EUX) at Related Companies
Laurie Toscano is a strategic 360° digital technology leader who ensures exemplary service is delivered across the enterprise with focus on stability and enhanced business productivity.
With logic and spirit, Laurie brings serious talent, light-hearted humor and people magic to the technical world. Her track record includes outstanding metrics, high-level team performance, and extraordinary customer satisfaction.
Marrying technology education with business objectives, Laurie ensured the implementation of an industry-leading “high-touch” IT Service Desk initiative while at ELC, which expanded customer confidence in technical support and resulted in world-recognized Help Desk accomplishments. The Service Desk metrics are lauded both internally and externally within the IT industry.
Through deeply informed analysis, directional thinking, thought-provoking insights, and intercultural competence, Laurie develops and transforms teams of individuals into high-performing global IT Service champions and company evangelists who can offer 24/7/365 service delivery from global operations centers.
Laurie’s clear vision, people skills, and expert communication eliminate doubt, foster confidence, increase compliance, and engage global teams to advantage for industry-leading customer engagement and highest satisfaction.
Founding Partner, Mac Murray & Shuster
Michele is a founding partner of Mac Murray & Shuster where she brings extensive experience in working with clients of all sizes involved in highly regulated industries. She has established a solid record of representing clients in consumer protection matters before state attorneys general, the FTC, and FCC, in addition to conducting regulatory compliance audits and providing counsel on advertising and privacy issues.
Michele currently serves as General Counsel to PACE (Professional Association for Customer Engagement) and oversees its Self-Regulatory Organization program. In this role, and with her significant depth of experience related to TCPA compliance, she has been an integral part of PACE’s current challenge to the FCC’s TCPA order. She has an exceptional foundation in U.S. privacy laws and regulations and is accredited as both a Certified Information Privacy Professional (CIPP/US) through the International Association of Privacy Professionals (IAPP) and Customer Engagement Compliance Professional (CECP) through PACE.
Vice President of Customer Service at John Wiley and Sons and Wiley Publications
Bob Weis is Vice President of Customer Service at John Wiley and Sons and Wiley Publications. He has 25 years of customer service, quality and reverse logistic experience. Prior to joining John Wiley & Sons, Bob used his customer centric management approach to achieve double digit improvements in customer satisfaction at Sony, Samsung, Barnes & Noble and Motorola/Google. Our motto: Focus on the customer, protect the brand.