Enhancing Your Contact Center Operations Part 3

By Stuart Discount
CEO, PACE

In the first and second part of my three-part series, “Enhancing Your Contact Center Operations”, I addressed two key benefits of being a part of PACE – the ONLY non-profit trade association dedicated exclusively to the advancement of companies that engage with their customers via the contact center. 

In part one – I addressed data privacy and protection. PACE holds educational sessions on data privacy and is at the forefront of changes so that our members can be compliant. In part two – I explained what PACE is doing to combat unlawful robocall practices.  We are on the right side of this issue and our members benefit from our ability to be a part of the discussion.  We have the ears of our federal and state legislators, who are heavily involved in current and upcoming legislation.

But PACE is so much more than a regulatory and compliance association.  We are about bringing members, companies, suppliers and partners together to share best practices, new and effective products and services and referrals.

If you are a PACE member, you have probably realized that there is much more to it than you had originally believed. Many businesses and individuals join PACE in hopes of receiving one specific benefit or achieving one goal, only to find that we have many more benefits and hold much more opportunity than previously imagined. Of course, these specific benefits vary depending upon the member organization and their needs, but most of our membership advantages are universal.  

At PACE, we want our members to get the most out of their membership, so, it is important to understand exactly why they benefit.  As I stated before, the motivation for becoming a PACE member varies based on the needs of the member company.  Take a look at some of the PACE member benefits and how our members are taking advantage of them. 
  1. Networking
In every industry, who you know matters, and PACE works hard to connect industry professionals with one another.  Our in-person and on-line events, along with our resource and member directories, bring together potential contacts, clients and partners who can help your business move to the next level and become more prominent in your industry. Our members build long-term relationships and partnerships that are mutually beneficial. We provide a forum for like-minded individuals to come together to share ideas, strengthen ties, find new jobs and make connections.
  1. Training and Education
At PACE, we understand all too well that continued education and development is crucial for success. If your company is already a leader in the field, education is a key to remaining on top. This is especially true in the contact center industry – an industry that is inundated with advancing technologies, new legislation and regulatory and compliance issues. We hold our Annual Convention & Expo (ACX) in the Spring, our Washington, D.C. Summit in the Fall,  as well as regional events throughout the country and monthly webinars to help keep our members informed and engaged.  Even outside of these official events, members have constant opportunities for peer-to-peer learning and mentorship that allow them to share experience and knowledge.
  1. Certification
In addition to our educational webinars and summits, PACE provides specialized certifications to help you or your employees advance in their careers.  These certifications, like our CECP and BenchmarkPortal training and certifications, are only available to members. Our certifications provide a level of prestige and reliability in the minds of clients and customers that is invaluable.
  1. Influence
One of the key benefits of joining PACE is the ability to support our mission and help influence legislation that affects the contact center industry. The combined resources of PACE members and our leadership team is used to bend the ear of lawmakers on matters pertaining to contact center rules and regulations. With the increased level of government regulation in our industry, this is an absolute necessity.
  1. Information
A PACE membership also means immediate access to any news or developments that affect the contact center industry. Outside of the usual communication of members to each other, PACE provides newsletters, email updates, regulatory alerts, webinars, social media updates and additional, informative resources that help our members stay on top of recent developments.
  1. Exchange of Ideas
Not only do PACE members have access to information about updates to the industry, they can also play a large role in determining these changes. PACE provides a forum for members to share ideas and develop new ways to improve the industry. This allows for more experienced members to help newer ones grow, and provides the opportunity for all members to share innovative ideas that can help the association. PACE prides itself on sharing best practices among members, allowing them to perform the best work possible.
  1. Relationships
Aside from all the professional benefits that are available through PACE, we pride ourselves in providing opportunities for members to build professional and personal relationships that can last a lifetime.

According to recent research, over 85 percent of businesses that fail are not members of a trade association. The contact center industry is a fast-paced, competitive one.  PACE helps our members navigate the ever-changing landscape, while growing their business and staying compliant!

Are you a PACE member?  I’d love to have your feedback!  Not yet a member?  Contact me today to see how we can help you and your organization thrive!
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Read Part 1

Read Part 2