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The PACE Pulse

March 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 Our CEO
Stuart Discount

Will you be at the most informative, engaging and best-in-value contact center trade association conference of 2019? If you have already registered for ACX’19, I look forward to seeing you March 31 - April 3 in San Antonio. If you are not registered, what are you waiting for? You need to register today! 

Amazon, Google, Uber, Hulu, USAA and many more will share their experiences involving contact center operations, what technology works and how new solutions, such as AI, affect customer engagement. Don't miss out on our amazing lineup of presenters, sessions and, of course, our networking events and activities. The hotel block ends on March 7!

At PACE, we love providing educational and networking opportunities to our members and the customers they serve. We honor our commitment to benefiting our member companies by staying up-to-date on issues that impact the contact center industry. We prove our dedication by sharing invaluable resources to our members.

Last week, PACE hosted the first Regional Contact Center Summit of 2019. Approximately 90 attendees heard from brands such as Coca Cola, Ricoh, Comcast, and more, on what it takes to operate a first-class contact center. We have so much more in store for 2019 !

I want to hear from you! Whether you are a valued member or wanting to become one, I can be reached at stuart.discount@paceassociation.org or 317-522-2799. Please reach out to me at anytime to hear more about PACE!

I hope to engage with you, in San Antonio. 

To read Stuart's letter in its entirety, click here .
Congratulations to our member in the spotlight - Allied Global, a company that  that works under the ‘ Our People First’  premise. 
 
Allied Global began operations in 2005 in Guatemala City with a 50 seat Contact Center. In 2008, Allied Global started providing services to U.S. based companies and acquired Marketlink Inc. in 2013. Today, Allied Global has grown to 5,000 seats and more than 7,000 employees.

With operations in Guatemala, Honduras, Mexico and the US, Allied Global uses analytics to match highly engaged team members to the best outcome possible, whether in a customer engagement or sales environment, their data analysis proactively positions their team to ensure a lasting, positive effect on customer interactions.

Allied Global provides a wide range of quality contact center solutions and has been a PACE member since 2010!
Welcome New Members
Thank You Renewed Members
Another PACE Benefit
PACE members now have the ability to post on our exclusive job board! We are committed to helping our members recruit top quality candidates to join their organization.

For more information on how you can submit a job vacancy within your team, click here.
At PACE, we are proud of the benefits and services we provide our members. So much so that we recently launched our #ProudPACEMember campaign. Our amazing members share how they benefit from a PACE membership.

Take a look at what John Redinger from DialAmerica has to say. Are you a #ProudPACEMember? Contact us today!
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!
Telemarketing Appointment Setting Best Practices: Part 3
By Angela Garfinkel, President, Quality Contact Solutions

In  Part 1 , we discussed how to maximize the appointment kept rate when conducting telemarketing appointment setting. In addition, we introduced the 6 primary components of a successful telemarketing appointment setting program.

In  Part 2 , we discussed how to write an effective script that delivers a powerful nutshell message with a clear WIIFM (What’s in it for me?).

All outbound telemarketing appointment setting professionals know that the third key component of success is the list that you are calling. Part 3 focuses on curating the best outbound call list.

How do you identify what list to purchase? Start by identifying what characteristics make up your best customers. By identifying your best customers and what characteristics are similar across those customers, that becomes your criteria for purchasing prospect data to make outbound telemarketing appointment setting calls to.

To read the article in its entirety, click here .

How To Determine Inbound Service Level Goals
By Shannelle Krebbs, Operations Manager,  Quality Contact Solutions

Determining inbound service level goals is one of the most important factors for anyone responsible for the inbound call center function. Determining the right inbound service level goal is not straight forward. 

Identifying if the 80/20 rule is appropriate is not black and white. To balance efficiency vs providing a higher service level for your inbound calls, there are some key factors to consider before determining your inbound service level goals.

To read the article in its entirety, click here .

Will Video Conferencing Make You Regret Referring To Your Contact Center As ‘Multi-Channel’?
By Mike Dershowitz, CEO, Rethink Staffing

As much as the contact center world is deploying AI and bots to optimize its operations with existing humans, there has been a parallel, a growing body of practice that's known as "Video Customer Service" that is quietly changing our industry.

Video customer service could be coming to your contact center. Video customer service gives us a fascinating window, not only into the future, but also into a world where "phone etiquette" is insufficient, and a place where bots will not be able to go for decades, if ever.

To read the article in its entirety, click here .
CECP Leadership Award  Nominate your candidate  here .

Technovation Award  Submit your application  here .
 
Outstanding Corporate Citizen  Submit your application  here .

PACE Member of the Year  Submit your application  here .

Best of Show
For Exhibitors Only! Judges will walk around the Expo Hall voting on the best exhibit hall booths, based on use of technology, product presentation, traffic building, layout, design, and graphics.
Each year, PACE honors the industry’s best during the ACX awards luncheon. Apply or nominate a worthy candidate for one of our awards.

For more information on each category, click here . Entries must be received by  March 8, 2019.
March Do Not Call Holidays

Please be advised that today, Tuesday, March 5, 2019  is a DNC holiday in Alabama (Baldwin and Mobile counties only) and Louisiana. Callers should suppress outbound telemarketing calls unless an exemption applies. 

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.
March Compliance Officers Forum Cancelled
Due to ACX’19 being held March 31 – April 2, there will be  NO edition of the Compliance Officers Forum call for March 20. 
 
The call schedule will resume in April!

For more information, contact Chris Haerich.
Attorneys General Urge FTC to Retain and Modernize Identity Theft Rules

On February 11, 2019, a coalition of 31 state attorneys general sent a  letter  to the FTC urging the Commission to retain its “Identity Theft Rules,” also referred to as the “Red Flag Rules.” The FTC’s Identity Theft Rules require covered businesses and organizations to implement a written identity theft prevention program. The program must be designed to detect the early warning signs of identity theft, and to discover theft in the business’s day-to-day operations. Additionally, financial institutions and businesses that grant credit or issue debit or credit cards must mitigate identity theft by implementing reasonable safeguards to protect consumers’ information.

To read the article in its entirety, click here.

Federal Communications Commission Update – February 2019

The article provides updates on:
Comments Sought on TCPA “Dual Purpose” Calls
FCC and Carriers Move Forward on SHAKEN/STIR Caller ID Rules
FCC Issues First Ever Report on Illegal Robocalls
Implementation of RAY BAUM’S Act
Marks v. Crunch Settles Before Supreme Court Can Weigh-In; Ninth Circuit Bound by Expansive “ATDS” Interpretation

To read the article in its entirety, click here .

FTC Refuses to Modify CAN-SPAM Rules in Light of Review

The Federal Trade Commission (FTC) has completed its review of the CAN-SPAM Rule and concluded by a vote of 5-0 that the rule should be retained with no changes or modification.

The CAN-SPAM Rule was adopted in 2008 and requires companies that send unsolicited marketing emails to identify these message as an advertisement, contain accurate header and subject lines, include a valid physical address, and offer recipients a way to opt out of future messages. Consumer requests to opt out should be implemented within 10 days. The law provides that opt outs must be free of charge and that marketers cannot require those opting out to provide any information other than an email address. It also ensures that consumers are not burdened by unsubscribing, limiting their experience to a simple reply email or navigation to one web page.

To read the article in its entirety, click here .

Washington State Introduces Comprehensive Data Privacy Legislation

The State of Washington has officially joined the national conversation on data privacy regulation. On January 17, 2019, the Washington Senate proposed  SB 5373 , the Washington Privacy Act (WPA), which would impose responsibilities on companies to protect the privacy of “personal data.” The bill’s substantive provisions closely mirror those found in the European Union’s General Data Protection Regulation (GDPR), making the potential legislation one of the most privacy protective in the United States.

To read the article in its entirety, click here .
Monthly Compliance Webinar
“Call Center Operations – What’s important to the general counsel and compliance departments”

Thursday, April 18
12 p.m. CST/ 1 p.m. EST

Speakers will provide operational guidance on meeting sales goals while also meeting the expectations of legal and compliance departments. The webinar will address how to create policies and procedures, audit, record retention and stay current.  

Available to MEMBERS ONLY!

Register here .
ACX'19, is THREE WEEKS away! But, there are deadlines FAST approaching. Be a part of the action! Network with industry professionals. Engage with industry leaders. Share best practices with colleagues and leave with tools to improve your business and your customers' experience.

Check out our general sessions, presenters, activities an more! Register today and don't forget to book your hotel room!
Stay Where The Action Is!
PACE has secured special rates from the Hyatt Hill Country Resort and Spa for our ACX'19 attendees.

Make sure you book your room today so that you can stay where all of the activities are being held. The PACE room block expires on March 7 and we will not be able to guarantee room availability after that date.  
Presenting Sponsor
PACE ACX'19 Media Partner
Association Partner
Jeanne Bliss
President, CustomerBliss

Bliss pioneered the role of the Chief Customer Officer, holding the first CCO role for more than 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to the customer experience. Her clients include: AAA, Johnson & Johnson, Brooks Brothers, Bombardier Aerospace, and Kaiser Permanente. She is a sought-after speaker and thought-leader, the author of three best-selling books, and co-founder of the Customer Experience Professionals Association.
Chris Malone
Founder and Managing Partner, Fidelum Partners

With more than 25 years of sales, marketing, consulting and organizational leadership experience, Malone has a track record of driving growth and profitability. He held senior marketing positions at leading organizations such as Choice Hotels, ARAMARK, Coca-Cola, the National Basketball Association, and Procter & Gamble and has consulted to a broad range of Fortune 500 companies.

Malone is co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies , published by the Jossey-Bass division of Wiley Publishing. He is also a frequent guest and contributor to CNBC, FOX Business, Bloomberg TV, Wall Street Journal Live, Forbes and Businessweek. 
Why Attend ACX'19?
Because this year's Convention & Expo offers dynamic subject matter experts from industry-leading companies like Amazon, Google, Uber, Hulu, WW, Ring, CustomerBliss, Fidelum Partners and more!

ACX'19 education tracks and breakout sessions offer engaging and interactive content . Participants will gain knowledge, strategies and resources that can be immediately implemented. Attendees will also receive the tools needed to improve decision making for the team, project and organization. Receive a 360° View of Customer Engagement, which includes innovative content and education in key contact center areas. Register today!

ACX’19 affords many meaningful and productive networking opportunities to get attendees connected with hundreds of industry professionals. Meet others who are dealing with similar issues that you are facing in your organization. Brainstorming best practices over casual conversations can help you and your organization breakdown frustrating barriers and roadblocks.

ACX’19 features an exclusive, solution-focused Expo Hall showcasing the latest innovative technology from cutting-edge companies. If you would like to feature your business, click here .
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