May 1st, 2018 PACE Pulse


A Letter from Our Chair
Lori Fentem

I am so excited to write to you after recently returning from the 2018 PACE Annual Convention & Expo (ACX’18) at the Chateau Elan in Braselton, GA.   The theme of this year’s convention was “Exceeding the Expectations of the Connected Customer”.  The feedback we have received from Convention has been overwhelmingly positive and there are so many highlights to share with you.

First, our attendance was 14% higher this year than last. Our Expo Hall was sold out this year and included several new exhibitors. We have already received numerous commitments for next year and several exhibitors said it was the best show for leads that they have ever attended.

We were fortunate to hear from so many great presenters and our keynote speakers were truly inspiring and motivating.

Perhaps the most inspiring was our Call Centers CARE session where we heard from Connect Direct, Teleperformance, and 100+ Women Who Care. These three amazing stories were woven together in the spirit of Call Centers CARE which was dedicated to Tim Searcy, the former CEO and Chairman of PACE who recently passed away.   In Tim’s memory, PACE partnered with the Indianapolis Lung Cancer Research Foundation “Free to Breathe” Run/Walk. I am proud to say that donations from ACX’18 totaled $3,350!

I want to thank all of the sponsors and exhibitors, volunteers, the staff, the convention committee and all of the attendees who made this year’s convention, ACX’18 an enormous success.  I look forward to seeing everyone at our regional events around the country, the Washington Summit in September and ACX’19 in San Antonio.

To read Lori’s letter in its entirety, click here.

Partnerships and Network

At PACE, we pride ourselves in the partnerships we build and the benefits our members and customers gain from them. Check out the highlights and news from our member partners.

Our member in the spotlight

Our May Member Spotlight goes to PayActiv, a Silicon Valley company that helps businesses offer socially responsible financial wellness to their employees. PayActiv’s mission is to empower financially stressed, lower income workers with the knowledge and tools to achieve financial resilience. Today, PayActiv’s invention of timely access to earned wages, without incurring any debt, is deployed nationwide by numerous American businesses, including Walmart.

MacMurray & Shuster Selected To NAMWOLF

Congratulations to PACE member MacMurray & Shuster LLP! They are a boutique law firm focusing on consumer protection regulatory compliance and defense, and they have been accepted to the National Association of Minority and Women Owned Law Firms (NAMWOLF). For more on the honor, click here.

EPIC Connections Celebrates 15 Years Of Success As A Mainstay In Contact Center Consulting

EPIC Connections’ mission is to “design and deploy the contact center for the future.” EPIC has helped more than 300 clients leverage digital transformation initiatives to deliver superior customer experiences. Since 2010, EPIC’s cloud technology engagements have grown significantly and they attribute it to the company’s eight-year PACE membership and its Gold certification status with NICE inContact. EPIC is on track to implement more than 100 cloud contact center platforms this year alone. Read more.

Advocacy and Articles

A Message from Robert Kobek, PACE Government Affairs Committee Chair

You can’t always advocate for yourselves. But, that’s why PACE exists and why you should register for the our Washington Summit, September 23 – 25 at the InterContinental at the Wharf, in Washington, DC.

It is the best place, the only place really, to find out about the wave of Federal and State legislation and regulations that have been proposed or are already in existence. The space where the volunteer members of your Government Affairs committee and its four councils are paying attention and advocating for our members on a daily basis.

It is important to get your information first hand. Why? Because first-hand knowledge helps keep your business up-to-speed and in compliance. Not all associations are as in-the-know and educational as PACE. And we are honored to work on behalf of our members.

To read about an encounter Bob had with a member of another association, click here.

Communication Protection Coalition Meeting

Michele Shuster, PACE General Counsel, spoke at a policy forum jointly hosted by the Federal Communications Commission and Federal Trade Commission on March 30. In her speech, “Fighting the Scourge of Illegal Robocalls,” Atty. Shuster reminded forum participants about the need to preserve a ubiquitous telephone network and ensure that calls placed reach their destination. As illegal robocalls continue to proliferate, carriers and mobile application developers have sought to reduce illegal calls reaching consumers through aggressive call blocking; however, they have not developed best practices to prevent erroneous blocking or systems to quickly correct blocking errors. Read more.

PACE PAC Raises Funds for Our Communities

During the 2018 PACE Convention and Expo (ACX’18) attendees were given several opportunities to contribute to the PACE-PAC. Golfers were able to purchase the PACE Mulligan PACkage to use during tournament play. Prior to our Premier Reception (Casino Night), sponsored by DailyPay, attendees who donated $100 to the PACE-PAC were treated to guided winery tours at the Chateau’s Cellar Door.

Donors were escorted behind the scenes of the luxurious resort’s winery to see the inner workings of the region’s first winery of its kind since Prohibition. If you weren’t able to attend Convention or participate in any of the Convention PAC opportunities, we have a special offer available. You can receive a copy of our keynote Jesse Itzler’s new book, Living with the Monks (to be released in May), by making a $50 donation to the PACE-PAC. This offer is only available for the first 50 PAC donors. Click here to donate.