Category Archives: Press Releases

Dean Garfinkel Receives PACE Distinguished Service Award

Aurora, NE  (November 7, 2018) – Dean Garfinkel, Quality Contact Solutions’ Chief Operating Officer and Quality Voice & Data’s President was awarded the Distinguished Service Award by the Professional Association for Customer Engagement (PACE) during the group’s annual Summit in Washington DC, September 23-25, 2018.

Dean’s dedication and service to the association has spanned more than 15 years while serving on the PACE board of directors with six of those years on the Executive Committee as Treasurer. With Dean’s leadership, the organization has successfully navigated the changing landscape faced by all associations. Dean has also been an active force behind the Self-Regulatory Organization and the Customer Engagement Compliance Professional programs.

Dean GarfinkelAlso receiving PACE Distinguished Service Awards were James Danz, Wyndham Worldwide Vacations and Michael Rauscher, HomeServe USA. Both Mr. Danz and Mr. Rauscher, along with Mr. Garfinkel, are retiring from the PACE board at the end of 2018

According to PACE Chair, Lori Fentem, Ring’s Head of Call Center Growth and Strategy, “Dean will be missed from both the association board and the Executive Committee. We thank Dean for his tremendous service to our association and to the industry as a whole.”

About the Professional Association for Customer Engagement (PACE)

PACE is the only non-profit organization dedicated to the advancement of companies that utilize contact centers as an integral resource for customer engagement. Founded as the American Teleservices (ATA) in 1983 and renamed to PACE in 2012, PACE represents more than 4,000 contact centers that account for over 1.8 million customer engagement professionals worldwide.

Contact Management Services Expert Featured on Business Radio

Wharton School of Business interview with Angela GarfinkelContact Managemetns ServicesListen Here

Business Radio Powered by the Wharton School of Business interviewed call center and telemarketing industry expert, Angela Garfinkel, for the drive-time segment on SiriusXM 111 titled, “Work of Tomorrow”

Work of TomorrowChristian Terwiesch, Professor at the Wharton School of Business at the University of Pennsylvania hosts the segment each week which looks at how new technology is causing disruptions in existing industries, changing the meaning of work along the way.

In the episode featuring Angela Garfinkel, Christian and Angela discussed how call centers are evolving and how live agents are critical to business success in 2018. The episode aired on 1/15/2018 at 5 pm ET and is being repeated throughout the week.

 

Want to connect with Angela?
Call: 516-656-5118
[email protected]
or book a call here

www.linkedin.com/in/angelagarfinkel

Telemarketing Services Compliance Update

PACE Announces Addition of Puerto Rico to the USA DNC Regulatory Guide

Indianapolis, IN (November 1, 2017) – The Professional Association for Customer Engagement (PACE) is pleased to announce the addition of Puerto Rico to the PACE USA DNC Regulatory Guide. The PACERegulatoryGuide.com series has been available for over 10 years and has been touted as the teleservices industry’s compliance bible.

The guide covers Federal (both FTC and FCC) and state specific telemarketing and TCPA regulations. State specific includes all contiguous states, Alaska, Hawaii and now Puerto Rico. The new Puerto Rico section includes a summary of the applicable rules with links to the applicable bills, laws or statues. Summaries by categories include several areas of telemarketing compliance such as Registration Requirements, Call Restrictions, Solicitation Disclosures, Call Monitoring rules and much more.  This information is organized by topic as well as by state/territory.

“We continue to expand the information contained in the Regulatory Guides to meet the needs of our subscribers and telemarketing compliance professionals,” said Dean Garfinkel, Administrator of the PACE Regulatory Guide.

The USA DNC Regulatory Guide is part of the PACERegulatoryGuide.com series.  Other guides in the series include the Canadian DNC Regulatory Guide and the Charitable Fundraising Regulatory Guide.

Subscribers receive timely email alerts announcing new legislation.  The guides’ interpretations take the confusion out of DNC Compliance, TCPA Compliance, wireless calling laws and telephone solicitation laws and regulations. Find exactly what you need; sorting through volumes of information is a thing of the past. Multi-state regulations are clarified quickly and easily. Interpretive text is linked directly to pertinent statutory text.

The experienced legal team at MacMurray Shuster LLP reviews compliance regulations to keep the guide current and relevant. Information is made accessible and understandable, reducing the chance of inadvertent noncompliance. eAlerts are sent to subscribers whenever the Guide is updated.

About the Professional Association for Customer Engagement

The Professional Association for Customer Engagement (PACE) is the only non-profit trade association dedicated exclusively to the advancement of companies that engage with customers via the contact center.  The promote their members’ ability to provide outstanding customer service and sales solutions delivered via omni channel communication including voice, email, chat, text and social media.  PACE provides online regulatory guides that clearly and accurately explain the ever-changing telemarketing rules and legislation. PACE regulatory guides have provided legal interpretations of all telemarketing laws for over a decade. The guide series includes the USA DNC Regulatory Guide, Canadian DNC Regulatory Guide and the (USA) Charitable Fundraising Guide. https://www.paceregulatoryguide.com.

PACE offers a suite of Compliance tools for its members;

  • PACE Regulatory Guide
    Since 2003, our guides have clearly and accurately explained the ever-changing telemarketing rules and legislation in one, easy-access online source.
  • PACE CECP Certification
    As a Customer Engagement Compliance Professional, you will be equipped with the tools to help your company navigate through compliance with confidence.
  • PACE SRO Accreditation
    A self-regulatory organization is an organization that contributes a portion of regulatory authority with governmental oversight bureaus in particular industries or professions.
  • Compliance Officer’s Forum – meets monthly via conference call. Over 100 compliance officers attend.
  • PACE DC Regulatory Compliance Summit which includes member visits to the hill and speakers from the FTC, FCC and CFPB.

 

Contact Info
Dean Garfinkel
PACE Regulatory Guide Administrator
1516-656-4191

QCS Now Qualified for Government Call Center Contracts

Government Call Center Contract with agents typing on computers in a call centerAugust 29, 2017 (Aurora, NE) – Quality Contact Solutions (QCS) registered as a Federal Contractor, both as a certified woman owned and as a small business enterprise. QCS will qualify for contract dollars which are set aside by the government to be spent on small businesses (23%) and for woman-owned businesses (5%). The company wants to provide the highest quality services that will support USA government initiatives for both consumers and businesses alike. The team felt this rigorous and stringent initiative was necessary to achieve our strategic goals. Continue reading

Outbound Marketing Firm Recognized for Leadership and Innovation

Dean-Pace-convention-2017April 7, 2017 (Aurora, NE)  The Quality Contact Solutions and Quality Voice & Data teams were the recipients of two awards during the Professional Association for Customer Engagement (PACE) convention and expo in Tampa, FL April 2-5, 2017. Dean Garfinkel was presented with the Distinguished Service Award in recognition of his leadership as the PACE National Board of Directors Treasurer for the past three years. In presenting the award, PACE Chairman, Stuart Discount noted that Dean was instrumental in leading the organization through tremendous change.

Kelsey-PACE-Convention-2017Kelsey Olsen, Director of Enhanced Telecom Services for Quality Voice & Data, accepted the Technovation Award from PACE for the TextDesk solution. The Technovation Award recognizes innovation in the contact center ecosystem. TextDesk is a web application allows a group of call center frontline agent users (SMS’rs) to concurrently handle multiple text conversations. In addition, concurrently a full suite of HTML APIs allows for easy to enable dialer script commands that can use variable data to send text messages with one click of the mouse. Reporting can be run, downloaded or called by an API allowing for real-time loading into center dashboards and client reports.

“Today’s leading edge contact centers are seeking ways to engage with their customers utilizing TEXT. Consumer behavior has changed over time. There was a time when the phone was the easiest way to get something done. Then the next generation of consumer behavior was to send an email and call if it’s urgent. Recently we see more consumers using email and then texting when it’s urgent. Millennials prefer a text back instead of a call back”, stated Dean Garfinkel.

About Quality Voice & Data

Quality Voice & Data offers technology solutions to the customer engagement industry. Each solution is specifically designed to ensure legal compliance and increased return on investment in the contact center. Services include LocalCallerid.com and Caller Name Display management, SMS Text messaging and advanced IVR solutions.
For more information please visit www.qualityvoicedata.com

Company Contact:
Kelsey Olsen
Quality Voice & Data, Inc.
(516) 656-5122
[email protected]