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How to Maintain TCPA Compliance and Optimize Operations Webinar Series

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How to Maintain TCPA Compliance and Optimize Operations Webinar Series

Hosted by Contact Center Compliance
Sponsored by PACE and Five9

Overview:

In this three-part series, a team of seasoned attorneys and teleservices industry experts outline what you need to do to maintain compliance and optimize operations from a legal, technological and operational perspective.

Attending this webinar series will make you eligible for 3 CECP certification units towards the Customer Engagement Compliance Professional (CECP) certification through the Professional Association for Customer Engagement (PACE).

Tickets are $79 for current Contact Center Compliance and Five9 Customers and PACE members.
Regular tickets are $99 for CCC and Five9 non-customers and non-PACE members.


Agenda and Speaker Information:

Description: How to Maintain TCPA Compliance and Optimize Operations Webinar Series

Part 1- The Compliance Landscape: a Look Back to 2016 and Forecasting for 2017
Date: March 14th, 2017 Time: 11 AM PST/2 PM EST (1 Hour)

An overview of the regulatory landscape in 2016 including topics such as:

● Aftermath and confusion resulting from the July 2015 F.C.C ruling- what constitutes a dialer and why it matters
● What's coming in 2017(President Trump, Commissioner Pai, etc.

● Selecting the right data for your campaign and basic calling rules (Do Not Call, Wireless, Dialers, etc.)

● Selecting the right data for your campaign and basic calling rules (Do Not Call, Wireless, Dialers, etc.)
● B2B vs. B2C and For Profit vs. Non-profit standards
● How to mitigate risk with new scrubbing technologies

Speaker: Attorney Eric Allen of Allen, Mitchell & Allen, PLLC

Part 2- Leveraging Technology to Maintain Compliance
Date: March 21st, 2017 Time: 11 AM PST/2 PM EST

(1 Hour)

In the second part of our series, Bracken Mayes will share the latest industry knowledge on how best to leverage technology to maintain TCPA and DNC compliance including:

● Establishing a compliance committee of key stakeholders to manage telemarketing compliance
● Using Five 9 technology to guide lead list management
● Leveraging Five 9 technology and worksheet wizards to enforce quality compliance at the agent level
● Keys to effective total calibration for compliance
● Balancing compliance with quality performance

Speaker: Bracken Mayes M.B.A, J.D

Part 3- Bringing it All Together: People, Process and Tools
Date: March 28th, 2017 Time: 11 AM PST/2 PM EST

(1 Hour)

In the third and final part of our series, Bryant Richardson will tie it all together, drawing upon his 27 years as a contact center experience to solidify learnings on the changing regulatory environment, how to create a dynamic and continuous compliance policy and tips for putting the right people in the right place to do so. Topics include:

● Navigating known risks in key areas such as Do Not Call, Wireless numbers and known litigators
● Where compliance fits as a component of enterprise security and risk management
● Establishing a CPO (Chief Compliance Officer), management of ongoing trainings and industry engagement
● Tools such as Dialers and phone systems and working with vendors
● Data processing- scrubbing, segmentation and refreshing (DNC and reassignment, wireless, etc.)

Speakers: Bryant Richardson & Nick Whisler


Speaker Bios:

Eric Allen, Attorney, Mitchell & Allen
Eric Allen, attorney specializing in TCPA compliance

Eric practices marketing law and telemarketing compliance with niche expertise in Do-Not-Call Law, call center licensing, autodialer law and telemarketing contracts. Eric worked in the call center industry for many years before entering private law practice. He represents numerous call centers, sellers, dialer vendors and lead generators across the United States. Eric assists companies who want to understand and follow the law, enabling them to avoid legal trouble. He frequently defends marketers against consumer lawsuits and government investigations. He has defended numerous brands in state and federal courts, including nation-wide TCPA class actions.

Bracken Mayes MBA/J.D, VP of Contact Center Operations for Bernard BPO
Bracken Mayes autodialer specialist
Bracken will bring her perspective on using technology to leverage compliance within the contact center. Bracken will further discuss keys to an effective total calibration for compliance using Five 9 technology.

Bryant Richardson brings 27 years of contact center and multi-channel direct marketing and customer engagement experience to Real Blue Sky Advisors, LLC.
Bryant Richardson expert in TCPA and Telemarketing Sales Rule

Attorney Nick Whisler, partner of Mac Murray & Shuster
Nick Whistler, expert in TCPA law

Nick is a partner at Mac Murray & Shuster. He focuses his practice on helping clients understand and comply with federal and state telemarketing, advertising, privacy and other consumer protection laws and regulations. Nick works with a wide range of businesses–from start-ups to Fortune 500 companies—to identify and mitigate regulatory risks. This includes the creation and implementation of compliance programs, conducting regulatory audits and resolving complex compliance issues. In particular, he brings a significant depth of experience related to the Telephone Consumer Protection Act (TCPA). Nick serves as Associate General Counsel to the Professional Association for Customer Engagement (PACE) and is a member of the International Association of Privacy Professionals (IAPP). He is both CIPP/US and CECP certified.

With thanks to our sponsors:

Five9

Professional Association for Customer Engagement



FAQs:

How can I contact the organizer with any questions?
Please send any questions to Alexandra at apemberton@dnc.com.

What is the CECP program?
About the Customer Engagement Compliance Professional Program: the Customer Engagement Compliance Professional (CECP) program was launched in August 2015 by the Professional Association for Customer Engagement. Individuals with the CECP title have demonstrated a concrete understanding of both customer engagement compliance and jurisdictional laws and regulations related to customer engagement compliance. More information can be found here: http://tinyurl.com/PACE-CECP

What's the refund policy?
Webinar tickets are final sale.


Convention Registration: $200 off regular pricing using promo code at the time of registration – 17PACE200

CECP Registration: Register for CECP Certification in 2017 and receive ½ off regular Convention registration pricing (*promo code will be offered at time of CECP registration)

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