Regional Event - Atlanta, February 2019
PACE Regional Contact Center Summit
Thursday, February 28, 2019
10:00 AM - 4:00 PM
Emory Conference Center Hotel
Thursday, February 28, 2019
10:00 AM - 4:00 PM
Emory Conference Center Hotel
|9:30 - 10:00 AM||Registration|
|10:00 - 10:15 AM||PACE Introduction|
|10:15 - 11:15 AM||Keynote Speaker - Glenn Wasser
“Making Love Out of Nothing at All – What I Learned Launching the First Resolution/Retention Queue at Comcast”.
|11:15 AM - 12:00 PM||
Compliance Breakout Session
How Technology Helps with Compliance
Karl Koster of Noble Systems
|11:15 AM - 12:00 PM||Operations Breakout Session
What it Takes to Operate a First Class Contact Center
John Stanovcak of CSG
Bruce Nelson of Ricoh
Jeffrey Powell of Comcast
Pamela Teamer-Yisrael of Coca-Cola
|12:00 - 1:00 PM||Networking Lunch|
|1:00 - 2:00 PM||Featured Solutions Session|
|2:00 – 2:45 PM||Compliance Breakout Session
What Every Contact Center Manager, Owner or Director Needs to Know About Compliance
Ted Fortezzo of NobelBiz
Joe Bowser of Roth Jackson
Reid Houser of Sitel Corporation
|2:45 - 3:00 PM|
|3:00-4:00 PM||Afternoon Session
Visibility, Control, and Regulation over Communications with Consumers
Ashish Bisaria of Alorica
Ted Fortezzo of NobelBiz
Rebekah Johnson of Numeracle
Principal at Every Call Counts
Session Title: “Making Love Out of Nothing at All – What I Learned Launching the First Resolution/Retention Queue at Comcast”
Session Description: Regardless of whether it goes by resolution, retention or save team, the growing reliance on this specialized contact center function is a proven winner for enhancing customer satisfaction, longevity and improved financial results.
After joining Comcast in 1996, Glenn Wasser had the opportunity to spend the next 22 years with the Company in both senior marketing and contact center roles. He was the Senior Vice President and leader for over 2,500 US based agents handling Inbound Sales, Retention, and Outbound Telemarketing. Glenn led the new Comcast initiative to establish dedicated contact centers focused on improving customer retention for all key lines of business. This group delivered “Best in Class” results and established new internal benchmarks for maintaining customer revenue and revenue generating units.
As the Senior Vice President of Marketing, Glenn was responsible for all areas of acquisition marketing and new product launches. During his tenure, Comcast successfully introduced digital cable services, Triple Play multi product bundles, an expanded portfolio of internet speed tiers, Xfinity Home Security, new Hispanic programming tiers and a wide range of new in-home equipment.
Before joining Comcast, Glenn held marketing and sales roles at Coca-Cola, Canada Dry, Suntory Waters and HoneyBaked Ham. He and his wife Joan have two daughters, at least 2 Labrador retrievers and live in Atlanta.
Bruce Nelson leads the customer support services division at Ricoh. His areas of expertise include technical support, engineering, customer support, contact centers, remote monitoring, and global support. Bruce has held various positions at Ricoh over the past 26 years, including Director of Business Development, VP of Field Operations, and VP of Support Services. With a deep expertise in developing, launching, and improving processes and procedures, Bruce has shared his vast knowledge at HDI, Oracle Open World, and IQPC events.
Mr. Karl Koster is Chief Intellectual Property and Regulatory Counsel at Noble Systems. He is responsible for managing all aspects of Noble Systems’ intellectual property, including its patent, trademark, and copyright portfolios. Karl also serves as Noble’s contact on regulatory matters, including those involving TCPA and FCC.
Prior to joining Noble Systems, Karl worked at a major national law firm, where he prosecuted U.S. and PCT patent applications, drafted patentability and invalidity opinions, and defended Fortune 500 clients in the call center space in patent infringement suits.
Before becoming a patent attorney, he served as a Senior Engineer working on wireless local number portability and standardizing signalling architectures while working for BellSouth Wireless, Bell Communications Research, and BellSouth Telecommunications.
Karl has a Bachelor of Science in Electrical Engineering, a Master of Computer Science degree from Georgia Institute of Technology, and a Juris Doctorate from University of Georgia. He is also a prolific inventor, with over 75 patents.
Joe Bowser, a partner at Roth Jackson, has spent his career litigating complex telecommunication, privacy, and consumer protection-related matters, with an emphasis on TCPA defense and compliance. He was a partner at a large, Washington DC-based law firm, and founded a boutique firm before joining Roth Jackson. He has handled lawsuits from coast to coast, in state and federal court on an individual and class basis, and is also active with the FCC and FTC. His TCPA experience includes counseling and defending clients from a wide range of industries, such as contact centers, lead-generation, media, technology, fashion, higher education, insurance, and banking, as well as the text message platform providers that enable their marketing campaigns.
Reid Houser is Global Director of Compliance with Sitel Corporation and is located in the Omaha, Nebraska office. Sitel has 71,100 associates which operate in 70 countries worldwide. Mr. Houser and has worked in the Teleservices industry for nearly 13 years and has more than 25 years of regulatory compliance experience. Mr. Houser leads Sitel’s global compliance efforts. He is responsible for ensuring compliance with all Federal, state and provincial rules that impact Sitel and its clients. From Do-Not-Call to state privacy issues, Mr. Houser leads both internal and external clients to through the maze of regulatory issues and works to find solutions to meet their needs.
Mr. Houser is also on the National Board of Directors for PACE, the Chair of PACE’s Compliance Officers Forum, Chair of the Government Affairs Committee for PACE and he is also the past Chapter President of the PACE’s Midwest Chapter.
Ted currently resides outside of San Antonio, Texas but he was born, raised, and educated in Nebraska. Nearly all of Ted’s business career has been in the contact center industry. He joined NobelBiz in January 2017 to focus on enabling Enterprise and BPO partners to evolve into Intelligent Contact Centers using the wide array of SIP-based Telco solutions and OmniChannel Cloud software.
The prior 20 years we spent working for outstanding global BPOs: Alorica, West Corp and TeleSpectrum. Ted created customer engagement solutions and transformational communication strategies to help clients realize their objectives. His career evolved from account management and traditional business development to strategic solution design with a focus on deepening relationships.
Over the years Ted has participated in the convergence of technologies that has significantly changed how businesses and customers communicate. He is anticipating that today's communication norms are on the verge of another major evolution due to the exponential increase in data speeds and high-velocity processing that enables meaningful predictive analytics and true machine-learning for applicable AI. Those advances coupled with multiple channel choices and simultaneous digital transactions will create new standards for the customer and agent experience.
Ted loves this ever changing industry!
Ashish is the Global Head of Client Advocacy, Innovation & Business Transformation at Alorica. In his leadership role, Ashish helps fill the gap in a company’s desire to innovate versus their ability to innovate. He brings the skillset, experience, and creativity to “connect the dots.” He has the ability to work through uncertainty, to blend and collaborate, and to create tangible value through original thoughts. Ashish has a unique strength to operate attentively focused on customer intimacy, experience and loyalty with business purpose and executive leadership.
Ashish has global experience having lived in 7 countries while working for or with mid-size to Fortune 50 companies. His experience spans B2B and B2C environments. His roles include service as a strategist, general manager (CEO), merger and acquisition expert, operations leader (COO), and as an outsource provider. His industry experiences include Consulting, High Tech, Dot.com, Telecom, BPO, and Automotive.
He is an accomplished public speaker on the worldwide stage discussing the topics of innovation and customer experience.
Founder and CEO of Numeracle, Rebekah Johnson is the industry’s leading expert in solving the challenges surrounding the improper blocking and labeling of legal business calls and returning trust to enterprise communications through the establishment of trusted identity. With over ten years of regulatory government and compliance experience, businesses have leaned on Rebekah’s expertise to guide them through the evolving complexities of maintaining trusted identity in a changing ecosystem.
By joining together with carriers, analytics companies and device manufacturers, Rebekah and the Numeracle team are providing call delivery solutions to return visibility and control to the enterprise and are advocating on behalf of legal call originators spanning the commercial, utility, healthcare, resort management, and financial markets.
Prior to founding Numeracle, Rebekah served on the FCC’s Robocall Strike Force on behalf of the Empowering Consumer Choice Working Group. She continues to act as Founder and Coalition Leader of the PACE Communications Protection Coalition and represents the voice of the enterprise through her leadership on the ATIS IP-NNI Task Force.
Mr. Powell is the Vice President of Telesales for Comcast. Leading by example through positive actions and decisions, Jeffrey has more than 20 years in the contact center industry. He started with Comcast to launch the Telesales channel in February, 2007. With a diverse background that includes consumer to small business, sales to database marketing, leader of operations to leader of support organizations, Mr. Powell also enjoys spending time with family and travelling.
Director, Strategic Sales, CSG
A true customer engagement industry expert, John Stanovcak brings over 15 years of knowledge and proficiency in support of large sales and operations initiatives. As a sales leader, John generates and grows business partnerships for world-class providers of telecommunications, software and customer engagement solutions by combining sales strategies, business intelligence and sales process improvements.
Dept. Manager, Consumer Interaction Center, NA, The Coca-Cola Company
Pamela was recently elected to sit on the Board of Directors for the Society of Consumer Affairs Professionals(SOCAP), an international industry association for consumer communications professionals!
She has been with the Coca-Cola Company for 22 years