Regional Event - NY/Philadelphia - November 2018

• Jim Iyoob Chief Customer Officer for Etech Global Services

 

Thank you to our PACE Regional Contact Center Summit Sponsors!

• How do you make sure your contact center is compliant? 
• What do your contact center agents need to know?
• How does technology and AI help in providing compliant contact centers?
• What are the 3 top issues facing contact centers today? 
• How hiring and lowering attrition can increase performance.
• How technologies and other tools help drive excellent customer engagement.

 

Agenda

Time	Session
9:30 AM - 10:00 AM	Registration
10:00-10:15 AM	PACE Introduction
10:15-11:15 AM	Keynote Speaker -  Jim Iyoob, Chief Customer Officer for Etech Global Services - The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence
11:15 AM-12:00 PM	Sponsored by NobelBiz Compliance What every contact center manager, owner or director needs to know about compliance Speakers Anthony Cacciatore of Mac Murray & Shuster Erin Kerr of MRS BPO, LLC	Operations What it takes to operate a first class contact center Speakers Bill MacBride of Nutrisystem Bruce Belfiore of Benchmark Portal Lisa Oswald of Travelzoo
12:00 -1:00 PM	Networking Lunch/Exhibit Hall
1:00-1:45 PM	Sponsored by NobelBiz Compliance How technology helps with compliance Speakers Joe Pennachio of Kipany Marshall Beaver of Noble Systems	Operations What a client expects of an outsourced partner Speakers Russell Andrews of iPacesetters, LLC Dave Tarone of Comcast
1:45-2:45 PM	Featured Solutions Session
2:45 - 3:00 PM	Break
3:00-4:00 PM	Afternoon Session:  Putting Brands First: Aligning Brand Strategy with Contact Center Operations  Chris Wallace of InnerView
4:00-5:00 PM	Networking - Exhibit Hall

    

Summit Speakers (subject to change)

Jim Iyoob 
Chief Customer Officer, Etech Global Services

Jim is the Chief Customer Officer for Etech Global Services. Jim has responsibility for Etech’s marketing, business development, program implementation and product development across all of Etech’s existing lines of business – Etech, Etech Insights, Etech Technology Solutions (ETS), and Etech Social Media Solutions.

He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

Jim has 25+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence. One of his strongest suits is being able to assist customers in launching and developing their world-class customer experience solutions.

Jim has an exceptional understanding of the customers’ products, their requirements & processes, and a complete analysis in order to provide the right kind of solution. This has helped him develop, implement, and retain some of the most successful, award winning outsourcing solutions that deliver consistent ROI. Due to his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. The gained experience over the past 25+ years has enabled him to be a subject matter expert for call center solutions.

Jim will be signing copies of his book The Future of Contact Centers: Leveraging People, Processes & Artificial Intelligence.


Russell Andrews
Vice President, iPacesetters, LLC

Russell Andrews is a Vice President with iPacesetters, LLC.  He is an accomplished Client Services Executive with over 22 years’ experience in the telesales industry for both
Inbound and Outbound environments. Russell has managed multiple call centers and standardized training and reporting processes to achieve consistent performance. Currently, he oversees business and consumer sales projects that allows for increased growth and revenue at iPacesetters, LLC.








Bill MacBride
Senior Vice President, Contact Center at Nutrisystem

William (Bill) MacBride serves as Senior Vice President, Contact Center at Nutrisystem, Inc. joining the Company in 2009. A seasoned contact center professional, Bill has more than 30 years of experience across multiple industry verticals in both account management and operations. In his role, he is responsible for all customer touch points via phone, email and chat and includes everything from sales and retention to customer care, weight management counseling and nutrition and dietary services.
 
Bill has spent his career supporting client initiatives across customer contact management solutions and services in the business process outsourcing (BPO) arena. He’s overseen the global operations management and client support teams for multi-site inbound/outbound CRM solutions execution across care, support and sales applications at ICT Group [currently Sykes], TRG Customer Solutions, and Princeton Management Resources, Inc.
 
He holds a B.A. in marketing from Temple University.





Anthony Cacciatore
Associate, Mac Murray & Shuster

Anthony provides compliance and litigation counsel to automotive dealers and other businesses that conduct sales or marketing to consumers. His experience includes representing clients during government investigations and litigation from federal and enforcement agencies like the Federal Trade Commission, Federal Communications Commission, Consumer Financial Protection Bureau, as well as state Attorneys General.

Anthony regularly works with clients engaged in motor vehicle sales, charitable solicitations, online and telephone sales, and lead generation in matters spanning the entire lifecycle of consumer compliance. From compliance planning, auditing, and negotiating, to trying cases, Anthony delivers continuity of qualified legal services. He brings added knowledge from clerking at the Securities & Exchange Commission (SEC), and Office of the Attorney General of Texas. Additionally, he serves as a Captain in the Judge Advocate General’s Corps. of the U.S. Army Reserve.


Dave Tarone
Executive Director , National Call Center Sales for Comcast

Dave has been with Comcast since 2009 and currently is the Executive Director , National Call Center Sales for Comcast. His responsibilities include leading Sales and Operations for Comcast’s National Call Center Sales team. Includes direct management of 8 National Sales Partners who perform outbound and inbound sales for Comcast. In addition Dave partners with Divisions and internal call centers to achieve overall company customer connect goals. The team managed is also responsible for maintaining the National Sales Quality Excellence program, Universal Outbound Sales Reporting and Compliance for the Outbound Sales Channel.  Dave’s professional career is unique as he managed a vendor relationship with Comcast while working for TeleStar Marketing and 121 Direct Response prior to joining Comcast. His knowledge is valuable having been on both sides of the business relationship.


Bruce Belfiore
CEO, Senior Research Executive, Benchmark Portal

Bruce Belfiore is CEO and Senior Research Executive of BenchmarkPortal, custodian of the world’s largest database of contact center metrics, which provides benchmarking, certification, training and consulting services to the contact center sector. Bruce hosts the monthly online radio show CallTalk™, which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He also hosts monthly Webinars in conjunction with industry association PACE.  He is a frequent speaker at industry events in the United States and abroad.
 
Bruce is the Chancellor of The College of Call Center Excellence, which provides certificated courses to contact center professionals. He has also taught the course "Call Center Management" at Purdue University.
 
He has consulted for many Fortune 1000 companies, helping them to improve the strategic value, efficiency and effectiveness of their customer contact operations. He authored the book Benchmarking At Its Best for Contact Centers, a manual for best practices benchmarking, and has written numerous research papers and best practices studies focused on contact center topics.  Bruce holds bachelor’s, MBA and JD degrees from Harvard University.


Lisa Oswald
Senior Vice President of Global Customer Service, Travelzoo

Lisa P. Oswald is senior vice president of global customer service, in support of Travelzoo’s 28 million members and clients worldwide. Well-versed in travel, previously she was vice president of operations and customer service for Priceline.com, where she lead sales and service for the dot com and its affiliate partner network, from start-up through a decade-plus of transformational change.
 
Lisa is a Director of SOCAP International, the customer care industry’s leading professional development association, and an Advisory Board member with Execs In The Know, a global community of customer experience executives.
 
In 2018, Travelzoo was named the People’s Choice Stevie Award Winner for Favorite Customer Service in the travel and hospitality Industry.


Joe Pennacchio 
CTO, Kipany

Joseph Pennacchio is the Chief Technology Officer for Kipany. Kipany specializes in direct consumer engagement, delivering world-class interactions between a brand's offer of products or services and a completed customer sale in both the consumer and business marketplace. Joseph has over 25 years of experience in creating technology solutions, and over 15 years of experience developing direct marketing technology solutions. In his current role he is responsible for Kipany’s compliance initiatives, including Kipany’s call center solutions, and Kipany’s call center partners.



Marshall Beaver
Enterprise Account Manager, Noble Systems

Marshall is an Enterprise Account Manager at Noble Systems. Marshall's 30+ years of experience of streamlining workflow communications processes for all his clients has allowed them to achieve greater stock growth, greater margins and increasing customer loyalty by providing the proper tools for optimal customer facing interactions. Located in the heart of Manhattan, he is performance oriented with a strong desire and dedication to provide innovative solutions to his customers. He excels in promoting a partnership approach with clients by offering a keen insight to achieving their business goals. He is passionate about helping companies bring about change, transforming their contact centers and businesses.

He holds a B.S. in Finance from Syracuse University.



Chris Wallace
Co-Founder and President, InnerView

As Co-Founder and President of InnerView, Chris builds upon previous success as the founder and CEO of Incite, a sales consulting and coaching practice, and his more than 15 years of sales, marketing and corporate leadership. Chris’ primary professional focus is to help companies better align the strategies of the board room with the daily execution at the front lines. Helping to bridge that gap allows Chris to influence constant progress, from organization-wide culture shifts to individual employee breakthroughs in job satisfaction and commitment. In the end, the company wins, the employee wins and the customers win. Beyond his work with clients, Chris is able to apply his passions as a teacher and author. He has taught as an adjunct MBA professor at Temple’s Fox School of Business and has been published in outlets such as Harvard Business Review’s HBR.org. Chris received a B.A. in Public Relations from Syracuse University’s Newhouse School and his MBA from Temple University. He lives in Villanova, PA with his wife, Sara, and their two young children. 

Erin Kerr
Contact Process and Policy Administrator, MRS BPO, LLC
 
After earning a B.A. in English from Rutgers University, Erin spent five years immersed in the world of Business to Consumer Communications as a Client Liaison for a Creditors’ Rights attorney firm. During her time there, she was able to experience, in real-time, the way regulations such as the FDCPA, TCPA, and FCRA, impact creditors, consumers, and agencies. Erin is well-versed in what it means to remain in compliance with federal, state, and other regulations, while maintaining a successful and consumer-friendly collection strategy.

Recently, Erin joined the Compliance Team at MRS BPO, LLC as the Contact Process and Policy Administrator. There, she is responsible for ensuring compliance with all federal, state, client, and other regulations that impact written correspondence sent to consumers. Erin is also instrumental in creating and maintaining internal policies in accordance with regulations and client requirements.