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Monthly Compliance Webinar Series

Join PACE and MacMurray and Shuster for our free monthly Compliance & Regulatory Webinar Series.  Each month, we'll bring you the latest in news regarding the complicated and constantly changing regulatory environment that affects the contact center industry.    
 

Next Webinar

Thursday, February 21st at 11 AM – 12 PM ET
“Privacy Regulation Update” 
Speakers will provide breaking news updates on the regulatory environment as well as practical operational tips on topics including Privacy - California Consumer Privacy Act, the EU General Data Protection Regulation and the application of state and federal unfair, deceptive or abusive acts and practices regulations, class actions and the Telephone Consumer Protection Act.

Register Here

Speakers:

Michele 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.

Alysa Hutnik
Alysa is the Privacy and Information Security Practice Group Chair at Kelley Drye & Warren LLP. She practices in the areas of privacy, data security, and advertising law. Her experience ranges from strategic consumer protection oriented due diligence and compliance counseling to defending clients in FTC and state attorneys general investigations and competitor disputes. Much of Alysa’s practice is focused in the digital and mobile space in particular, including cloud, mobile payment, calling/texting practices and big data-related services. Ranked as a leading practitioner in the Privacy & Data Security area by Chambers USA, Chambers Global and Law360, Alysa has received accolades for the dedicated and responsive service she provides to clients. Alysa currently serves as the ABA Section of Antitrust Consumer Protection Officer, and testified at the first FTC Hearings on Competition and Consumer Protection in the 21st Century.

 

Upcoming Webinar

 
April – “Call Center Operations – What’s important to the general counsel and compliance departments” - Speakers will provide operational guidance on meeting sales goals while also meeting the expectations of your legal and compliance departments.  Specific attention will be paid to creating policies and procedures, auditing, record retention and staying current.  Thursday, April 18th
 
Register for April

May – “An overview of Shaken & Stir and what that means for your call center operations” - Guest speaker and Chief IP & Regulatory Counsel for Noble Systems Corp, Karl Koster, will provide an update on the implementation of Shaken & Stir and what that means for your call center operations.   Receive practical insight into meeting technological challenges and preparing for the new calling ecosystem.  Thursday, May 16th
 
Register for May

June – “Labor Law for Contact Centers” Guest speaker and Mac Murray & Shuster Litigation Practice Leader, Lisa Messner, will update attendees on the latest trends in labor litigation and what your center needs to know to prevent future litigation.  Thursday, June 20th

Register for June
 

Previous Webinars

Thursday, January 31st at 12 PM CT/1 PM ET
2019 Regulatory Challenges and Opportunities
As 2019 gets underway, it’s already shaping-up to be an exciting, and challenging, year for regulatory compliance. With the FCC’s recent re-classification of text messages as enhanced information services, first steps toward creation of a reassigned number database, and anticipated issuance of a post-ACA Int’l interpretation of ATDS, businesses need to start preparing to take advantage of the opportunities created while overcoming challenges. Likewise, 2019 will be the year data privacy comes to the foreground as businesses continue to hone compliance with GDPR and prepare for the January 1, 2020 implementation of California’s new data privacy law. Join Mac Murray & Shuster attorneys Nick Whisler and Josh Stevens for a preview of these hot button issues and more that will impact the customer engagement industry in 2019.         

NOTE: All PACE compliance webinars are now available for PACE members ONLY!  If you are a PACE member, be sure to login to the PACE website to register.  If you are not a PACE member, but would like to become one, so that you can take advantage of these webinars, please contact Eric Skversky at eric.skversky@paceassociation.org.

Speakers

Josh Stevens
Josh focuses his practice on helping clients achieve their business goals while understanding and complying with federal and state consumer protection laws. As a former in-house counsel, Josh brings a critical client perspective to his legal practice and understands that businesses want an action plan – not just legal theory.
Josh has experience representing clients across a range of proactive and responsive matters, including developing compliance programs, obtaining required licensing, responding to consumer complaints and negotiating with regulators to bring concerns to resolution. He has worked with many state and federal agencies, such as the Bureau of Consumer Financial Protection (BCFP), Ohio Division of Financial Institutions, and Washington State Department of Financial Institutions. Additionally, Josh has experience navigating complex regulatory requirements, including Unfair, Deceptive and Abusive Acts and Practices laws (UDAAP/UDAP), the FTC’s Telemarketing Sales Rule, Ohio’s Consumer Sales Practices Act and Telephone Solicitation Sales Act, and the Fair Debt Collection Practices Act (FDCPA).
Josh is accredited as a Customer Engagement Compliance Professional (CECP) through the Professional Association for Customer Engagement (PACE).

Nick Whisler
Nick WhislerNick Whisler is a Partner at Mac Murray & Shuster LLP. He focuses his practice on helping clients understand and comply with federal and state telemarketing, advertising, privacy, and other consumer protection laws and regulations. Nick works with a wide range of businesses – from start-ups to Fortune 500 companies – to identify and mitigate regulatory risks. This includes the creation and implementation of compliance programs, conducting regulatory audits and resolving complex compliance issues. In particular, he brings a significant depth of experience related to the Telephone Consumer Protection Act (TCPA) and has written and presented extensively on its complex set of regulations and interpretations. Nick serves as Associate General Counsel to PACE and is a member of the International Association of Privacy Professionals (IAPP). He is both CIPP/US and CECP certified.







Thursday, November 15th, 1 PM ET/12 PM CT - Call Labeling / Blocking webinar

Speakers:

Michele 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.

Josh Stevens
Josh focuses his practice on helping clients achieve their business goals while understanding and complying with federal and state consumer protection laws. As a former in-house counsel, Josh brings a critical client perspective to his legal practice and understands that businesses want an action plan – not just legal theory.
Josh has experience representing clients across a range of proactive and responsive matters, including developing compliance programs, obtaining required licensing, responding to consumer complaints and negotiating with regulators to bring concerns to resolution. He has worked with many state and federal agencies, such as the Bureau of Consumer Financial Protection (BCFP), Ohio Division of Financial Institutions, and Washington State Department of Financial Institutions. Additionally, Josh has experience navigating complex regulatory requirements, including Unfair, Deceptive and Abusive Acts and Practices laws (UDAAP/UDAP), the FTC’s Telemarketing Sales Rule, Ohio’s Consumer Sales Practices Act and Telephone Solicitation Sales Act, and the Fair Debt Collection Practices Act (FDCPA).
Josh is accredited as a Customer Engagement Compliance Professional (CECP) through the Professional Association for Customer Engagement (PACE).

Rebekah Johnson
Rebekah is Founder and CEO of Numeracle.  Prior to launching her company, she served in Government and Regulatory Affairs for West Corporation. She served on the FCC's Robocall Strike Force supporting the Empowering Consumer Choice Working Group. Her efforts continue in her role as the Communication Protection Coalition leader for PACE. Throughout her career, Rebekah has navigated her clients through the numerous and evolving regulatory challenges in the healthcare, utility, financial and commercial industries.
As a thought leader, organizations have discovered her greatest asset is the ability to be a liaison between legal, executives and internal departments to ensure regulatory compliance for them and their customers. Not only is her opinion and advice sought by the industries in which she serves, Rebekah will quickly become the sounding board on compliance.
Rebekah Johnson advocates on behalf of the various industries to drive a positive consumer experience through the support of carriers, aggregators and call center solution providers. Her current focus is to ensure robocall blocking technologies do not impact consumer engagement strategies for the industries who depend on the ROI of each call.

 
Thursday, October 18th, 1 PM ET/12 PM CT - 
Employment Issues for Contact Centers
 

Speakers:

Michele 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.
 
Lisa Messner
As Litigation Director at Mac Murray & Shuster, Lisa focuses her practice on the unique needs of businesses facing complex civil lawsuits. She has successfully defended businesses in highly regulated industries against class actions and government enforcement actions across the country. Lisa litigates in a variety of jurisdictions and has been specially admitted on a pro hac vice basis to federal district courts including Illinois, Texas, and California, where she has defended a variety of complex lawsuits as well as agency enforcement actions related to consumer protection laws and regulations.
Bringing more than 17 years of litigation experience, Lisa utilizes a litigation process that focuses on the unique business model, culture, and goals of her client to craft a defense strategy specifically targeted to meet that client’s goals. In addition to her litigation practice, she also assists clients with achieving industry and statutory compliance, conducting employee training, and proactively improving internal policies and procedures to minimize future litigation risks.
Thursday, August 23rd, 1 PM ET/12 PM CT

Legislative Trends and How They Affect Your Business
Already in 2018, we have seen an extraordinary number of state and federal bills introduced affecting contact centers.  Are you ready?  The PACE Gov’t Affairs Chair, Bob Kobek and General Counsel, Michele Shuster, will provide a legislative update on bills that have been introduced and passed in this year alone.  They will also explore the affect that this legislation has on contact centers and companies that use contact centers.
Speakers:

Michele 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.
Robert A. Kobek
Prior to forming Mobius Vendor Partners in October of 1999, Mr. Kobek spent more than 20 years in the direct marketing industry and government. He successfully launched and then sold or completed mergers of two companies with core competencies in the teleservices industry.
Specializing in the design, implementation and marketing of products and services, Bob has designed more than 150 outbound telemarketing, inbound customer service and order processing operations and interactive information systems. His experience ranges with clients located across North America and throughout Europe.
While serving as the Director of Indiana Liaison for United States Senator Vance Hartke, Mr. Kobek specialized in the monitoring of consumer protection and telecommunications legislation. Bob continued his focus upon consumer protection and other sales and marketing industry issues while serving as the Director of Special Projects for Indiana General Assembly Speaker of the House, Phillip Bainbridge.
Mr. Kobek attended Holy Cross College at Notre Dame and Indiana University, concentrating in Business and Political Science.
Holly Borgmann
Holly Borgmann joined ADT Security Services, the leading provider of electronic security, home automation and alarm monitoring services in North America, in 2013, and following the company’s acquisition by Apollo Global Management in the summer of 2016, was named Head of Government Affairs for ADT. In this capacity, Holly leads all federal, state and local advocacy efforts for the United States, Canada and Puerto Rico, with a particular focus on issues related to licensing, permitting, marketing, telecommunications, data privacy, and the Internet of Things.
Prior to joining ADT, Holly served in various capacities within the Altria / Philip Morris family of companies, and for Kraft Foods following their spin-off from The Altria Group.
Holly began her career as an aide in the Ohio House of Representatives to Rep. Nancy Hollister, the first woman to serve as Lt. Governor and Governor of the State of Ohio, and as the Secretary of the House Commerce and Labor Committee.
Holly holds a B.A. from Miami University in Oxford, Ohio in Journalism and Political Science. She currently resides in Boca Raton, Florida.