On-Demand Sessions
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Monday, Oct 5, 2020
4:30 PM - 5:30 PM EDT
Keynote Recording
Leadership is PersonalInternational speaker Kevin D. Wright has a unique take on leadership during times of change. With an inspiring, moving and motivating approach, he stimulates both business and personal growth in leaders. In this engaging keynote session you'll learn how to ignite... |
2020-10-05 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
11:10 AM - 12:10 PM EDT
Keynote Recording
Building a High-Performance, High Engagement Contact Center CultureKarin Hurt. Author and international keynote speaker Karin Hurt inspires transformational change.Recently named on Inc’s list of 100 Great Leadership Speakers and American Management Association’s 50 Leaders to Watch, Karin Hurt helps leaders from around... |
2020-10-07 | PACE Sessions | |||
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Thursday, Oct 8, 2020
11:10 AM - 12:10 PM EDT
Keynote Recording
Advancing Women in Leadership & Unlocking the Power of PartnershipAngela Conti, Head of Consumer Payments at TD Bank, is on a mission to advance women in leadership. Join her as she shares her inspiring personal and professional story, from teen mom to top leadership, and her journey in unlocking the power of partnership. From her... |
2020-10-08 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
11:00 AM - 12:10 PM EDT
Keynote Recording
Different by Design: Fostering an Equitable and Inclusive Workplace to Deliver a Powerful CXJiquanda Nelson, Concentrix. As a global organization empowering many of the world’s best brands across six continents and 40 countries, Concentrix is focused on its most powerful resource: its people. By leveraging diversity, equity and inclusion efforts,... |
2020-10-06 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
4:30 PM - 5:30 PM EDT
Session Recording
Placing Customers at the Center of SuccessJon Irwin & Carin Falconer, RingRing and its parent company Amazon, share an obsession over customers and work backwards from the customer experience in every aspect of support delivery. Ring refers to customers as neighbors and its mission is Keeping... |
2020-10-06 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
4:30 PM - 5:25 PM EDT
Session Recording
The Industry Traceback Group – Restoring Trust in the Telephone System for Consumers and Callers AlikeJosh Bercu, USTelecomUSTelecom leads the Industry Traceback Group, or ITG, the official FCC-designated group responsible for actively tracing and identifying the source of illegal robocalls. Josh Bercu, Vice President of Policy & Advocacy at USTelecom, will... |
2020-10-07 | PACE Sessions |
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Tuesday, Oct 6, 2020
12:15 PM - 1:05 PM EDT
Session Recording
A Virtual Chat with the FTCLois C. Greisman, FTC. An update on FTC regulatory enforcement efforts affecting CX.Speaker: Lois C. Greisman heads the Division of Marketing Practices in the FTC’s Bureau of Consumer Protection. Under Ms. Greisman’s management, Marketing... |
2020-10-06 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
3:05 PM - 3:55 PM EDT
Session Recording
STIR/SHAKEN Call Authentication PanelJonjie Sena, Neustar; Rebekah Johnson, Numeracle; Jim Dalton, TransNexus; Dean Garfinkel, Quality Voice & Data; Karl Koster, Noble SystemsJonjie Sena is Senior Director of Product Marketing at Neustar and is responsible for driving... |
2020-10-06 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
2:05 PM - 2:55 PM EDT
Session Recording
Privacy 2020Nick Whisler, MacMurray & Shuster. John Hayward, Sitel. Jon Irwin, Ring. Updates on CCPA, GDPR and case law.Nick Whisler is a Partner at Mac Murray & Shuster LLP. He focuses his practice on helping clients understand and comply with federal... |
2020-10-07 | PACE Sessions | |||
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Thursday, Oct 8, 2020
12:15 PM - 1:05 PM EDT
Session Recording
Compliance Officers Forum LIVE VIRTUALIsaac Shloss, Grupo NGN. Karl Koster, Noble Systems. Michele Shuster, Mac Murray & Shuster.Speakers: Isaac Shloss is an Information Technology specialist with more than 20 years’ experience – almost exclusively focused on the Contact... |
2020-10-08 | PACE Sessions | |||
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Thursday, Oct 8, 2020
3:05 PM - 3:55 PM EDT
Session Recording
TCPA Litigation Update PanelMichele Shuster, Mac Murray & Shuster; Eric Troutman, Squire Patton Boggs LLP; Lauri Mazzuchetti, Kelley DryeMichele Shuster is a founding partner of Mac Murray & Shuster, where she brings extensive experience in working with clients of... |
2020-10-08 | PACE Sessions | |||
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Thursday, Oct 8, 2020
2:05 PM - 2:55 PM EDT
Session Recording
Tracing Compliance: How to Work Effectively with the Industry Traceback GroupLinda Vandeloop, AT&T; Stacy Graham, Inteliquent; Kevin G. Rupy, Wiley Rein; Josh Stevens, Mac Murray & ShusterAlthough it has been in existence for several years, the USTelecom Industry Traceback Group has come to the foreground since its... |
2020-10-08 | PACE Sessions | |||
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Thursday, Oct 8, 2020
2:05 PM - 2:55 PM EDT
Session Recording
How Enterprises Can Navigate the STIR/SHAKEN Gauntlet to Create a Trusted Call ExperienceHenry Hayter, Neustar92% of enterprises say that the voice channel is critical to meeting customer service goals. But the rise of robocalls and fraud by phone has destroyed trust in this vital communication channel. As anti-robocalling regulations progress and carriers... |
2020-10-08 | PACE Sessions |
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Wednesday, Oct 7, 2020
12:15 PM - 1:05 PM EDT
Session Recording
Emerging Technology to Define the New NormalSteve Walsh, Procurrence. Javier Limones, Grupo NGN. Dave Bukovinsky, CSG. Did the pandemic cause a flurry of technological innovation? Do we now have better ways to deploy WFH? Implement self-service? Implement AI? Hear an expert view on... |
2020-10-07 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
2:05 PM - 2:55 PM EDT
Session Recording
Rebuilding Trust in Communications with Rich Communication ServicesChris Drake, iconectiv. Voice calls, text messages and chatbots have made the business-to-consumer engagement more accessible, robust and efficient. Now, however, with consumer confidence in communications declining and billions lost each year to fraud through... |
2020-10-07 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
3:05 PM - 3:55 PM EDT
Session Recording
AI Superpowers for Your Agents to Deliver World Class Customer ServiceAshish Nagar, Level AISelf-service tools and bots are helpful in reducing traffic load, but your customers value the knowledge, timeliness and warmth of a human agent. How can CS teams strike a balance? We'll explore the cutting edge of AI technologies and discuss... |
2020-10-07 | PACE Sessions | |||
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Thursday, Oct 8, 2020
2:05 PM - 2:55 PM EDT
Session Recording
Is the Pandemic a Use Case for Self Service Technology?Kerry Edwards, Weight Watchers. We faced so many challenges trying to provide enough staff to interact with customers during Covid-19. Challenges with lock-downs and WFH created staffing gaps resulting in inconvenience and frustration at the consumer level. ... |
2020-10-08 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
12:15 PM - 1:05 PM EDT
Session Recording
Going Beyond Bots: A Simple Framework for The AI-Driven Contact CenterChris Crosby, Xaqt |
2020-10-06 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
2:05 PM - 2:55 PM EDT
Session Recording
The Real Success of Employee GamificationBrett Brosseau, Noble Gaming SolutionsSpeakers: Brett Brosseau helps guide product vision and strategic sales for the employee engagement platform. Brett’s experience includes a unique high-stakes journey, which began with building a... |
2020-10-06 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
3:05 PM - 3:55 PM EDT
Session Recording
How to Blend AI With Human Intelligence to Improve Customer and Agent ExperienceJim Iyoob, Etech. Shawndra Tobias, Etech. Erica Kelly, Verizon.Etech's workshop is focused on how the analysis of agent performance and their coaching and development are crucial to designing the customer experience (CX) architecture.Key Insights:- Why... |
2020-10-06 | PACE Sessions | |||
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Thursday, Oct 8, 2020
12:15 PM - 1:05 PM EDT
Live Webinar
It's Time to Take the "Chat" Out of ChatbotsChris Radanovic & Brian Donnelly, LivePerson. If there were ever a time for brands to create a thorough and cohesive bot strategy, it’s now. According to Accenture, there has been a 41% increase in consumer interaction with virtual assistants, and 74% of... |
2020-10-08 | PACE Sessions | |||
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Thursday, Oct 8, 2020
3:05 PM - 3:55 PM EDT
Session Recording
The Full Stack Conversational AI SolutionAakrit Vaish, HaptikIn this session, the speaker will share his insights on the “full-stack” Conversational AI solution - a package of industry vertical-specific AI models, pre-built chatbot templates & smart skills, and out-of-the-box system integrations. He... |
2020-10-08 | PACE Sessions |
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Tuesday, Oct 6, 2020
12:15 PM - 1:05 PM EDT
Session Recording
Virtual Training and The Contact CenterRonna Caras, Caras Training. Recently, many companies have experienced a dramatic shift to a fully virtual workforce. This change from a primarily premise-based worker to a home-based worker has left companies scrambling to deploy technology and operational... |
2020-10-06 | PACE Sessions | |||
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Thursday, Oct 8, 2020
12:15 PM - 1:05 PM EDT
Session Recording
Transform Working from Home into "WOWing from Home"Pete Jones, Grypp Corp. The impact of Coronavirus has turned contact centers upside down, and sent companies and agents scrabbling to be able to provide acceptable levels of service from home. But is this enough? Can we do more? How can companies make sure home... |
2020-10-08 | PACE Sessions | |||
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Thursday, Oct 8, 2020
12:15 PM - 1:05 PM EDT
Session Recording
Customer Journey Maps, Client Centricity, and Getting the Most from Your Business AnalyticsJeff Kahne, Firefly Consulting. Contact centers are constantly looking at ways to improve their performance. We’ve sliced and diced the data. We’ve tweaked queues, routes, staffing/scheduling to find that seated agent sweet spot. But yet – we still get... |
2020-10-08 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
3:05 PM - 3:55 PM EDT
Session Recording
The 3 Efficiencies Driving Call Center Profitability and How to Improve ThemHow can outbound call centers be more competitive and boost ROI in a rapidly changing and increasingly regulated industry? Learn about the three key areas that improve performance and profitability at lead generation call centers. Get in-the-field perspectives on... |
2020-10-07 | PACE Sessions | |||
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Thursday, Oct 8, 2020
3:05 PM - 3:55 PM EDT
Session Recording
What Have We Learned from the Migration to Work from Home?Dan Plashkes, S&P Data. Doug Gilbert, Sutherland. Ricardo Parodi, Marriott. Maureen Martin, Weight Watchers.Many companies had to initiate, accelerate or amplify their Work From Home (WFH) strategy during Covid-19. This session will highlight... |
2020-10-08 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
2:05 PM - 2:55 PM EDT
Session Recording
Returning Humanity to our CommunicationsLisa DeFalco, TPG. With all of the market’s focus on automation, documentation, compliance and rigidness, did we forget about humanity? We seek to foster consumer protection but in our greatest efforts, we find ourselves building obstacles preventing... |
2020-10-06 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
3:05 PM - 3:55 PM EDT
Session Recording
Key Components of Successful BPO Partner Management in 2020Lori Fentem, Ring. Corey Conklin, Shutterfly. Jeff Myers, Sirius XM. Nick Jiwa, CustomerServThis panel of leaders who oversee large scale domestic and international outsourcing will share their insights on how they have navigated BPO Partner... |
2020-10-06 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
12:15 PM - 1:05 PM EDT
Session Recording
How Will the Gig Economy Help Us Rethink Customer Support?Paula Kennedy-Garcia, Concentrix. In this session, we'll explore the concept of leveraging the knowledge of the crowd while allowing the brand to pay only for the support that satisfies your customers. How can you tap into the expertise of the customers who know... |
2020-10-07 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
2:05 PM - 2:55 PM EDT
Session Recording
Everything is Virtual: What Have We Learned?Bruce Belifore, BenchmarkPortal. With many employees being WFH and no ability to travel to outsourcers, companies had to implement new virtual strategies in every level of business operations ranging from new hire onboarding, virtual training, vendor selection,... |
2020-10-06 | PACE Sessions | |||
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Tuesday, Oct 6, 2020
3:05 PM - 3:55 PM EDT
Session Recording
In the Heat of the Battle….What Options Can You Deploy to Ensure Your Customers Can Get Service?Brad Nichols, Dun & Bradstreet. In some cases, companies were not able to deploy a WFH strategy in light of Covid. Hear from experts who had to navigate supporting customers while facing challenges with staffing their contact center. How do you ensure... |
2020-10-06 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
3:05 PM - 3:55 PM EDT
Session Recording
New Reality: Navigating Covid-19 from the Perspective of a BPOJulie Casteel, Ibex. Frank Pettinato, Avantive Solutions. Jeremy Jepperson, Everise. BPOs faced a unique set of Covid-19 challenges as they had to protect their employees and support their clients. Their revenue went down and their cost of doing... |
2020-10-07 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
2:05 PM - 2:55 PM EDT
Session Recording
M&A in the Contact Center Industry - Post-COVID-19Michael Lamm, Corporate Advisory Solutions. This session will focus on how companies in the industry are being valued in the market today, what types of buyers are out in the market and how has “work at home” impacted buyer’s interest in this market. We... |
2020-10-07 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
3:05 PM - 3:55 PM EDT
Session Recording
The Post-Pandemic Contact Center: Five Predictions for 2021 and Five Just-In-Time Tools You Need to Know About NowKristyn Emenecker. The world has changed rapidly already, so what will the next twelve months bring? A return to the way things used to be, or an entirely new normal? Join this session to discuss predictions for the contact center of 2021, and learn about five... |
2020-10-07 | PACE Sessions | |||
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Wednesday, Oct 7, 2020
12:15 PM - 1:05 PM EDT
Session Recording
CX Views: Customer Perspectives and Insights brought to you by the Teleperformance CX LabStephanie Millner & Maria Netto Campos, Teleperformance. Focusing on issues such as channel mix, mobile app adoption, contact rates, and consumption patterns, the Teleperformance CX Lab analysis reveals insights that helps us prepare for what comes next for... |
2020-10-07 | PACE Sessions |
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Tuesday, Oct 6, 2020
1:30 PM - 1:55 PM EDT
Session Recording
Special Presentation - Sponsor Showcase & GamificationMeet some of PACE's valued sponsors and learn more about the ACX-Virtual Gamification contest taking place throughout the event. Don't forget to sign up for your attendee profile here so you can enter to win... |
2020-10-06 | PACE Sessions | |||
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Monday, Oct 5, 2020
4:00 PM - 4:30 PM EDT
Keynote Recording
ACX Virtual KickoffJoin PACE Chair, Lori Fentem as she kicks off ACX-Virtual 2020! |
2020-10-05 | PACE Sessions | |||
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Thursday, Oct 8, 2020
1:30 PM - 1:55 PM EDT
Session Recording
PACE AWARDS CEREMONYJoin the PACE Board of Directors & Management Team as we recognize our 2020 award winners! Thank you to our sponsors: |
2020-10-08 | PACE Sessions | |||
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Thursday, Oct 8, 2020
4:30 PM - 5:30 PM EDT
Session Recording
ACXV Remix Wrap UpPutting it all together. |
2020-10-08 | PACE Sessions |
