Track & Room Number

Session Speaker & Title

Session Description

Compliance
Sebastian L2
                                       

Mitch Roth & Michael Yager

Technology
Sebastian L3

Tom Miller 
"Multichannel Customer Engagement-  Determining Who, When, and How"

Social customer care, live chat, text, email, voice- there have never been more ways to connect with your customers. How do you determine the best customer engagement channels in order to improve service levels and increase efficiencies and sell more?

Operations Management/Customer Engagement
Sebastian L4

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Track & Room Number

Session Speaker & Title

Session Description

Compliance
Sebastian L2

Jeff Backman & Edward Mullins 
"The Latest From the TCPA Legal Landscape"

This session will provide practical strategies on how to avoid becoming a legal target and help minimize internal and third-party liability risks. 

Technology
Sebastian L3

Brandon Sailors 
"Technology Solutions for the Empowered Customer"

Discusses the notion that static one-dimensional customer messages is obsolete, and that in its place is an omni-channel service experience that must adapt to the unique, personal attitudes of customers by utilizing their channel preference for different types of communication all while remaining compliant with current federal, state and local regulations.

Operations Management/Customer Engagement 
Sebastian L4

Mark Cunningham & Victoria Boston "Introduction to The Achieve System & Verizon Wireless"

An introduction to the Achieve System by founder and CEO Mark Cunningham followed by a results testimonial of using the Verison Wireless system.   

Track & Room Number

Session Speaker & Title

        Session Description

Compliance
Sebastian L2

  Marc Roth & Christine Reilly 
"TCPA Compliance 2.0: A Deep
Dive on FAQs" 

Addressing the toughest, most nuanced TCPA questions, following the FCC's July 2015 ruling, such as the new exigent healthcare exemption, recent case law on prior express consent, what are acceptable    "reasonable means" for revocation, and what   does a manual dialer really mean.

Technology
Sebastian L3

  Robert Killory 
"Leveraging Contact Center
Solutions to Support Leading Edge Customer Engagement"     

 This session will address the key qualities of  a leading contact center solution, including  responsiveness to any and all changes to the  TCPA regulatory environment,  responsiveness to evolving technologies,  customer demands, and flexibility to support  businesses' unique requirements.

Operations Management/Customer Engagement 
Sebastian L4

Customer Engagement Panel 

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Track & Room Number

Session Speaker & Title

Session Description

Compliance
Sebastian L2

Government Affairs Panel

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Technology
Sebastian L3

Seamus Duffy & Mike Stortz
"Trailing Behind the Telephone Consumer Protection Act (TCPA): Emerging Biometrics and Privacy-Related Litigation" 

This Session will explore biometrics as an emerging new wave of privacy litigation. Businesses in various industries are dedicating significant resources to developing and implementing biometric identification technology potential uses of the technology are vast. The advent of new technology to collect, store and use this information has given rise to heightened concerns about privacy and security.

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Operations Management/Customer Engagement 
Sebastian L4

Steve Pappas

This session will explore the effects the 3C's have on your organization: Complexity, Compliance and Change. 

Track & Room Number

Session Speaker & Title

Session Description

Compliance
Sebastian L2
 

Nick Whisler & Reid Houser
"Compliance Officers Forum LIVE" 

Join the Compliance Officers Forum (COF) LIVE at the 2016 PACE Convention & Expo. Now in its twelfth year, the COF brings together the best ideas and compliance techniques to deal with the latest compliance and legal challenges. We will discuss the most current and impactful compliance issues that affect your day to day business. Whether you are a call center, an outsourcer or somewhere in between, you’ll be able to get something out of this session.

Technology
Sebastian L3

Brian LaRoche & Bob Kobek
"Using Interaction Analytics to Optimize Customer Engagement Outcomes"

 This Presentation will overview how Omni-channel interaction analytics work and how organizations can leverage this technology to truly understand the full customer journey and discover the best path to positive outcomes for both the organization and customers.

Operations Management/Customer Engagement 
Sebastian L4

David Goldberg & Stacy Donohue 
"Setting Customer Expectations 
Every Time"

Illustrates using "real world" examples, the downstream effects on the customer experience and impact of business results when cases fail to set expectations with customers during, and at the end of a sales interaction.