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The PACE Pulse

 
 
 
The PACE Pulse is designed to keep you up-to-date on PACE members and events and issues that impact the contact center industry!
 
 
 
P artnerships . A dvocacy. C ompliance. E vents.
A Letter from PACE National Board Member, Marketing Chair
Christa Heibel
 
Hello PACE Members!
 
As Vice Chair of the PACE National Board of Directors and the Marketing Committee Chair, I have been working diligently with the PACE management team and the Marketing Committee to help take our association to the next level.
 
We are laser-focused on positioning our esteemed organization as a leader for customer experience, contact center, omni-channel and cloud expertise that businesses need today. Part of our vision is to provide our members with the education, resources, and tools that they need to deliver an excellent customer experience in the contact center space.
 
Spread the Word
 
As a PACE member, you understand the benefits that your membership provides. The varying tiers include, but are not limited to the following benefits:
·         Access to our PACE Resource and Supplier Directory
·         Access to Member Forums, Directories, Libraries and Communities
·         Access to association resources and educational opportunities
·         Contact Center Operational Certifications
 
I speak on behalf of PACE when I say that we truly appreciate you! It is through our members’ efforts, support, and expertise that we have been able to grow and sustain ourselves throughout the years. If you are not yet a member, reach out! We would love to share how we can help you and your business thrive!
 
To read about the evolution and benefits of PACE and how you can support our mission, read Christa's letter in its entirety.
 
Congratulations to United Nearshore Operations (UNO) , our May Member Spotlight and PACE member since 2008. Every month, PACE highlights a member who provides exemplary service and positively impacts the contact center industry.
 
UNO abides by the most stringent standards and best practices which are instrumental in fostering successful relationships with clients. Certifications include HIPPA, PCI DSS Level 1; and embraces ISO 27001, Six Sigma, and COPC standards.
 
As part of its diverse portfolio, UNO provides multi-tiered services in: Consumer electronics, Telecommunications, Retail, Heal/Life Insurance, Financial/Banking, and Hardware/Software verticals via Voice/Chat and Email support.   UNO has been providing award-winning services in multiple languages since its launch in 2004 .
 
Welcome New Members
 
Thank You Renewed Members
 
At PACE, we are proud of the benefits and services we provide our members. But, don't take our word for it! Click here to see what some of our valued members have to say!
 
Are you a #ProudPACEMember? Contact us today! We would love to include you on our website and social media sites!
 
PACE encourages members to submit articles that are directly related to the contact center industry and the members and customers we serve. We are dedicated to providing our members, customers and those impacted by our industry with content to help them navigate the ever-changing contact center landscape. 
 
To submit an article for the PACE Pulse, contact Chris Haerich .
 
Click here for guidelines on submitting an article to News You Can Use!
 
Can Artificial Intelligence Remove Call Center Human Representatives?
Submitted by: Jim Iyoob, Chief Customer Officer
Etech Global Services, LLC
 
While androids are both an operating system and a sci-fi concept that’s becoming more realistic with each passing day, the artificial intelligence that powers androids has started to ease its way into the call center industry. Even though it might seem as though androids and artificial intelligence might soon replace humans in certain jobs and industries altogether, the truth of the matter is there are some tasks automated processes will never be able to accomplish with the same results or general efficiency when the job is done by a human being. Blending AI and the traditional human touch is a best bet for your call center and its representatives. AI can never replace humans in call centers. 
 
To read the article in its entirety, click here .
 
Why Social Media Is Your Most Powerful Customer Relationship Tool
Submitted by: Jim Iyoob, Chief Customer Officer
Etech Global Services, LLC
 
Technology has offered us many ways to gage customer experience and adjust business practices in response, but not until social media have we had access to such unbiased, real time consumer responses. Consumers can like us, rate us, and often make or break us based on their online assessments of our businesses. Your customers are online, are you choosing to meet them? You can use social media to help builder stronger relationships with you and your customers.
 
To read the article in its entirety, click here.
 
May Do Not Call Holiday
 
Please be advised of the upcoming following May 2019 Do Not Call holiday:
 
  • Monday, May 27th (Memorial Day)— no calls to AL, LA*, MS, RI, UT unless an exemption applies; prerecorded messages only permitted from 1 – 9 PM in Nebraska (NE), unless an exemption applies.
 
Note:  Assumes Louisiana’s Governor declares Memorial Day a state holiday.
 
This e-alert is provided for informational purposes only and should not be construed as legal advice. Please log into the  Regulatory Guide for more information. Please consult an attorney for legal advice.
 
May Compliance Officers Forum
 
Below is the date and time for the PACE May 2019 Compliance Officers Forum call!
 
May call:
Wednesday, May 15
2:30 PM ET/1:30 PM CT
 
For more information, contact Chris Haerich.
 
California Assembly Narrows the Field of CCPA Contenders
 
California lawmakers hoping to scale back, expand, or at least clarify the scope of the state’s groundbreaking privacy law have seen their first real victories as Assembly and Senate committees approved eight of at least eighteen bills proposing amendments to the California Consumer Privacy Act (CCPA). Significant developments following the recent committee hearings can be found here .
 
Supreme Court Denies Certiorari in Case Challenging FTC Classification of Soundboard Technology
 
On April 15, 2019, the Supreme Court declined to grant certiorari to a case challenging a Federal Trade Commission (“FTC”) opinion designating “soundboard” calling technology as a form of robocall.
 
To read the article in its entirety, click here .
 
Fourth Circuit Strikes Down TCPA’s Government Debt Collection Exemption
 
The 2015 amendments to the Telephone Consumer Protection Act (“TCPA”) allowed calls to collect debts owed to or guaranteed by the federal government to be exempt from regulations on automatic telephone dialing systems (“ATDS”). A group of political organizations subsequently filed suit and alleged that the government debt collection rule violated the First Amendment’s free speech clause. Because it is unconstitutional, they argued, the TCPA’s autodialer restrictions should be completely invalidated. The trial court rejected that claim and upheld the debt collection exemption.
 
To read the article in its entirety, click here .
 
High Court Rules Ambiguous Arbitration Provisions do not Permit Class-Based Claims
 
On Wednesday April 24, 2019, the U.S. Supreme Court ruled in  Lamps Plus Inc., et al. v. Frank Valera  that class-based arbitration cannot be compelled where an arbitration agreement is ambiguous as to that issue. Businesses should be sure to assess their arbitration provisions in light of the Supreme Court’s ruling. Retaining counsel to review your contracts can help determine if appropriate language is used, and ensure your arbitration provisions encompass class-based claims.
 
To read the article in its entirety, click here .
 
PACE Position on TRACED Act
PACE is keenly aware of how the ever-growing plague of illegal calls to consumers infringes on consumers’ right to privacy and, all too often, results in consumers suffering economic harm by turning over personal information to scam artists.
 
PACE supports efforts to strengthen the Federal Communications Commission’s (“FCC”) arsenal of weapons against illegal calls, encourages adoption of technologies to reduce illegal calls and identify illegal callers, and educate consumers on avoiding telephone scams.
 
The Telephone Robocall Abuse Criminal Enforcement and Deterrence Act (“TRACED Act” or “Act”) advances the goal of protecting consumers from illegal calls but, in PACE’s opinion, needs minor revisions to bring clarity and protect the rights of legal callers. 
 
To read PACE’s position paper in its entirety, click here .  
 
PACE Coalition Letter to the House Energy and Commerce's Communications and Technology Subcommittee
 
On April 29 th, PACE took part in a coalition that sent a letter to the House Energy and Commerce’s Communications and Technology Subcommittee, in advance of their hearing on April 30th, regarding the problem of illegal automated calls. This coalition represented a diverse group of industry sectors throughout the economy and urged the Committee to support the Federal Communications Commission’s unprecedented work to bring enforcement actions against illegal actors, while facilitating the ability of legitimate businesses to place valued and important calls to their customers using modern communications technologies. 
 
To read the letter in its entirety, click here.
 
May Monthly Compliance Webinar
 
"Shaken & Stir Implementation for Call Centers"
 
Wednesday, May 15
12 PM CT/1 PM ET
 
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 it means for call center operations.  Receive practical insight into meeting technological challenges and preparing for the new calling ecosystem.  
 
Available to MEMBERS ONLY!
 
Register here.
 
PACE Regional Summit Ohio
 
Wednesday, June 19, 2019
10 AM - 4 PM
 
The University of Akron
The Taylor Institute for Direct Marketing
225 S. Main Street
Akron, OH 44325
 
Cost for members : $49
Cost for non-members : $69
 
Technology Forum & Supplier Expo
 
“Future Ready” Your Contact Center With
AI & Real-Time Analytics!
 
Thursday, June 13, 2019
Cisco Systems
One Penn Plaza, 9th Floor, New York City
 
Want to be a part of THE event bringing contact center industry professionals and suppliers together? The  PA C E NY Metro Chapter will host its 11th Contact Center Technology Forum & Supplier Exposition.
 
For speaker submission, click here.
To become a sponsor, click here.
 
Join us for the D.C. Summit!
 
Mark your calendars now for the 2019 PACE Washington Summit !
 
September 22-24, 2019
801 Wharf Street, SW
Washington, D.C. 20024
 
Join us on Amelia Island!
 
We had such a successful ACX'19, but we're already planning for a bigger and better ACX'20. Make plans to join us!
 
April 5 - 8, 2020
Amelia Island, Florida
 
6 Ways Customer Journey Mapping Will Elevate Your CX
 
Stop treating customer journey mapping as an objective and start viewing it as a solution. A journey map provides a wealth of insights and instructions you can use to achieve more meaningful results.
 
Learn how you can implement journey mapping strategies at Customer Contact Week, June 24-28 at The Mirage in Las Vegas!  Email for more information or View The Full Event Guide .
 
**Conference passes are selling out! Reserve your spot now and get 20% off registration when you use the code: 20CCW_PACE .