Regional Event - NY/Philly - June 2018


Join us on Tuesday, June 26 from 10 AM to 5PM, for an amazing day of education and networking at the PACE Regional Contact Center Summit in Princeton, New Jersey.  The Summit will focus on Understanding Compliance and Improving Operations in your contact center.

Keynote Speaker
The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence

Additional Speakers for the Summit Include:
Date:  Tuesday, June 26
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
 
There is limited seating for this event, so register now!

Member Registration          Public Registration


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.
Additionally, Jim Iyoob will be signing copies of his book The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence.
 
Reserve Your Room at the Hyatt Regency, Princeton
$149 / night
Cutoff for reservations is June 4. 

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.



 

Agenda

Time Session
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
11:00-11:45 AM
Track 1 Presentation
Compliance
Track 2 Presentation
Operations
11:45 AM-1:00 PM Networking Lunch/Exhibit Hall
1:00-1:45 PM Track 1 Presentation
Compliance
Track 2 Presentation
Operations
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

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.


Russell Andrews
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.






May Cho
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.








Bill MacBride
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.


Jeff Myers
Vice President and General Manager Customer Care at Sirius XM



Russell Onofrio
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.


Laurie Toscano
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.


Michele Shuster
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.