Breakout Session C

Session C

Monday, April 16
3:45 - 4:30 PM

Customer Experience Journey Mapping: How it’s Done and How You’ll Benefit


Bruce Belfiore, CEO, BenchmarkPortal
Erica Cockfield, Cox Communications


The Trifecta of a Winning Organization -  A Great Experience for the Customer, the Employee and the Company

Russell Onofrio, Vice President, Call Center Operations,
Visiting Nurse Service of New York 

Most organizations continuously strive to achieve operational excellence, spend less effort understanding the customer experience and even less time on employee engagement. By combining these disciplines, Employee Engagement, Customer Experience and Operational Excellence, it allows companies to create a compelling offer that is a very powerful marriage and is needed in order for a company to be highly successful. It creates the “Trifecta of a Winning Organization”, a great experience for; the Customer, the Employee and the Company"

Technology Enabling Faster and Simplified Cross-Functional Agent Training 

Jason Queener, Senior Director of Business Consulting, LiveVox
Aaron Easley, Senior Business Consultant, LiveVox

Improving and scaling agent training continues to be an ongoing initiative and challenge for contact centers. For PACE members, this can be especially difficult with operations that handle numerous lines of business at any given time. In addition to agent-level training, one of the biggest opportunities in such diverse environments is the ability to leverage agents to handle multiple service requirements. Yet cross-training agents have proven to be difficult, resulting in specialized agent groups.
 With agents being at the forefront of driving performance and cost, what technology is available to improve training in diverse environments? Join technology and operations experts as they share how cutting-edge analytics, CSat surveys, and Scripting tools can help enable faster and more simplified cross-functional agent training.

The Aftermath of the TCPA Appeal Victory

Jeff Johnson, Jones Day (Appellate Counsel)
Michele Shuster, Partner, Mac Murray & Shuster, LLP (PACE General Counsel)

On March 16, 2018 the ACA International v. Federal Communications Commission opinion (Opinion) vacated the FCC’s 2015 TCPA Omnibus Declaratory Ruling regarding the definition of an Automatic Telephone Dialing System (ATDS), liability for calls to reassigned cell phone numbers and provided clarification on “reasonable” methods for revoking consent to be called on a cell phone.” 

Attend this session to learn from PACE General Counsel, who drafted the Petitions to the FCC, as well as the law firm that took the lead on the Appeal, including the oral argument to the DC Circuit Court of Appeals. 

What’s next for PACE members?  How does the ruling impact the industry?  This highly anticipated session will review the Opinion and provide practical suggestions for future TCPA compliance.