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Seeing 20-20 Vision - 7 Biggest Compliance Concerns for CX Professionals

Wednesday Mar 25, 2:00 PM – 3:00 PM EDT — LISTEN TO RECORDING



Among the more daunting challenges facing contact centers are consumer data protection, privacy and the protection of personally identifiable information. Contact centers have tried to reduce their risk through scripting, call monitoring and call recording, but these do not offer any guarantees or proof of compliance. Compliance can be a difficult topic, as there are many contact centers that fail to adhere to the strict regulations. Join this session as Michele Shuster, PACE ( Professional Association for Customer Engagement) Legal Counsel and Stuart Discount, CEO, PACE discuss legal issues you must  be aware of.

They will discuss:

  • Latest updates on regulatory focus
  • TCPA trends
  • Data Privacy laws
  • Much more!

Presenters:

Michele Shuster, Professional Association For Customer Engagement (PACE) Legal Counsel

Michele Shuster Michele Shuster, PACE Legal Counsel

Michele represents clients in consumer protection matters before the FTC, FCC, and state attorneys general, in addition to conducting regulatory compliance audits and providing counsel on advertising and privacy issues. She currently serves as General Counsel to PACE and oversees its Self-Regulatory Organization (SRO) program. Michele has an exceptional foundation in U.S. privacy laws and is accredited as both a Certified Information Privacy Professional (CIPP/US) through the International Association of Privacy Professionals (IAPP) and Customer Engagement Compliance Professional (CECP) through PACE. Previously, Michele served as Chief of the Ohio Attorney General’s Consumer Protection Section, and as President of the Ohio Women’s Bar Association. She is a highly sought-after national speaker on consumer regulatory issues, and has been recognized for her achievements as an “Ohio Rising Star” by Ohio Super Lawyers® magazine and in Columbus Business First’s “Forty Under 40” list.


Stuart Discount, CEO, PACE

PACE.Stuart-Discount Stuart Discount, CEO, Professional Association For Customer Engagement (PACE)

Stuart began his career in the teleservices industry in 1977 and opened his own call center company 1 2 1 Direct Response in 1988. In his role as CEO he grew the company to over 1,000 employees and multiple call centers in the US and Guatemala. Stuart currently is the Chief Executive Officer at the Professional Association for Customer Engagement (PACE). After 25 years as a volunteer, including roles as Chairman of the Board of Directors and Chairman of the Government Affairs committee, Stuart was hired to lead the association as CEO. PACE is the only trade association that is entirely focused on the contact center industry. Stuart has represented the contact center industry for many years in the halls of Congress and with the FCC and FTC. Stuart a graduate of Temple University resides with his wife in Yardley, Pa.