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The National Amtelco Equipment Owners (NAEO) announced that the 2021 NAEO Annual Conference will be held virtually rather than live in Atlanta, Georgia. The conference will run from April 13–15 and 21, 2021. With continued substantial risk for large gatherings due to the Covid-19 pandemic and so many travel restrictions still in place, the board made the difficult decision to hold the 2021 conference virtually. 

“While we are disappointed not to be able to meet in person, we believe this virtual option will open new opportunities for our membership this year,” said association president Marvin Cooper. “Over the past year we have grown accustomed to virtual events and are more equipped to get the most out of this option. We will be able to involve more people at our offices than may have been possible in the past, hear from some new voices and minds that may not have been at past live conventions, and save on travel costs.” This year’s theme is Resilience and Reinvention.

In other news, NAEO welcomes Marie McGuire of AnswerTel in Athens, Alabama who was elected to a second term, Kelly Cammack of Apollo Answering Service in Houston, Texas who was elected to an initial term, and Michael Lebowitz of Call Experts in Charleston, South Carolina who was elected to an initial contemporary term after having served two terms in the past.

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Chris Calhoun has joined Call Center Sales Pro to fill the newly created position of vice president of operations. Calhoun’s primary focus is on optimizing the existing infrastructure of the company to maximize the effectiveness of the staff so that they can serve their clients even better.

“I’m thrilled to have Chris join the Call Center Sales Pro family,” said Janet Livingston, founder of Call Center Sales Pro. “Chris brings the leadership and team building skills to the table that will allow us to better scale Call Center Sales Pro. This will enable us to provide more services, products, and innovations to the call center and contact center industry.”

After a distinguished career in the U. S. Coast Guard, Calhoun built on his exacting military training to take key leadership roles in technology companies. “I am extremely excited about joining Call Center Sales Pro,” Calhoun said. “I look forward to bringing my thirty plus years of leadership, management, and systematic approach to human performance to the Call Center Sales Pro team.”

Learn more at www.callcenter-salespro.com or call 800-901-7706.

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The Professional Association for Customer Engagement (PACE), formerly the ATA, is setting the PACE once again. The association announced the hiring of Stuart Discount, formerly the chairman of the PACE board of directors, as its new CEO effective November 1.

As the only trade association dedicated to contact centers and with a mission of being “customer focused and contact center driven,” Discount’s role will ensure PACE continues to expand and deliver on all its value pillars including compliance, education, networking, and advocacy.

The decision to bring Discount on as CEO is the first of many steps the association plans to take to expand its critical mission. In this role, Discount will oversee daily operations, expand strategic member value, and actively engage with federal and state regulators. Discount will report to the PACE board of directors and execute strategies designed to expand the association’s objectives and improve member experience.

Discount has served in many roles on the PACE board of directors, most recently as the chairman of the National Board. In this role, Discount regularly represented the organization in front of the FCC and FTC. He also regularly met with Congress on industry-related issues. Discount has been associated with PACE for more than twenty years, providing leadership on compliance and advocacy issues, among others.

Stuart has a distinguished career in the contact center industry, having founded his own BPO (business process outsourcer), which grew rapidly in both the US and Guatemala. Most recently, Discount held the position of chief commercial officer for Allied Global BPO, where he was responsible for business development and client relationships.

“I am honored to accept this role as the CEO of PACE,” Discount said. “I have a passion for the contact center industry and believe there is great opportunity to take PACE to a new level. At times like this, having a healthy relationship and open communication with regulators is critical to our members’ ability to conduct business. I am very excited to continue to lead PACE’s efforts on this front to protect both our members and the customers they serve.”

Lori Fentem, president and co-founder of Synergy Solutions, and current vice-chair of PACE will move into the role of chairperson. Fentem is a longtime active PACE member and a tenured board member. In addition, Ken Sponsler, senior vice president and general manager of CompliancePoint, will assume the responsibilities of the vice chairperson position. Both Fentem and Sponsler are committed to the industry and to the success of PACE. They will ensure continuity on the board and collaborate with Discount as he transitions into this new role.

“We are truly honored to have Stuart at the helm of the association,” Lori Fentem said. “After much deliberation around our strategy to deliver greater value, the board of directors agreed that he not only brings the knowledge and experience to the role but also the passion for the mission and our members.”

“The services PACE offers to its members continue to expand and improve,” Discount added. “I am excited and honored to lead an organization that takes pride in being a resource, an ally, and an advocate for the companies we serve.”

Founded in 1983, PACE is a trade association dedicated to the advancement of companies that engage with customers via the contact center. The association promotes its members’ ability to provide outstanding customer service and sales solutions delivered via omni-channel communication. In addition, PACE provides up-to-date and ongoing compliance education and accreditation for its members.

Bill Tucker has been inducted into the 2015 CAM-X Hall of Fame. Bill proudly accepted the award during the Gala banquet at the 51st Annual Convention and Trade Show held recently at the Doubletree Hilton in Charleston, SC.

Bill was nominated for this Hall of Fame Award by Sherry Oxner on behalf of everyone at Answer 365. Sherry says, “Bill is always passionate about improving, partnering, and finding ways to evolve the business and is a true advocate for every individual who he coaches in business or otherwise along the way.”

Upon receiving the award Bill said, “I am honored and humbled by my selection to the CAM-X Hall of Fame. Over the past thirty years, I have had the opportunity to work with many industry role models who have and continue to inspire me. With their leadership, we have dramatically improved the quality, scope, and value of the services we provide. It was a special honor to have longtime friend and Hall of Famer Paul Lloyd perform my induction. None of this would be possible without the support of my family and our team at Answer 365 who have provided me with the flexibility, confidence and support to fulfill my commitments to CAM-X and the industry.”

Congratulations goes out to Gary Pudles of AnswerNet, in Willow Grove, PA for winning the 2015 Tom Ryan Award for Ethics, Integrity and Quality Above All. This prestigious honor was accepted at the 51st Annual CAM-X Convention and Trade Show held recently at the Doubletree Hilton in Charleston, SC.

The coveted Tom Ryan Award is presented annually in memory of one of the Contact Management field’s most ardent advocates, Tom Ryan, a pioneer of the Telephone Message Industry. This industry-specific award pays homage to companies that exhibit quality service while adhering to a mandate based on commitment to ethics and integrity above all else.

Also taken into consideration is the company’s overall dedication to maintaining a cohesive working environment, practicing ongoing internal and external customer service initiatives and continuous involvement in industry and community programs.

Upon receiving the award, Gary said, “The Tom Ryan award represents the values that makes this industry great. This award also recognizes the incredible work of my AnswerNet family in providing support and services to our customers, competitors as well as our community.”

Due to high industry demand, CAM-X has developed a cloud-based pre-employment testing program specific to the inbound call center industry. The online program tests six core skills deemed necessary in a successful customer service receptionist.

The intent of the test is to aid in the screening and hiring of candidates, minimizing the number of unqualified candidates, and reducing the overall time and cost associated with recruitment. Test results are emailed immediately to your office, allowing an immediate decision as to whether or not to bring the candidate in for a face-to-face interview.

For more information, contact Linda Osip at linda@camx.ca, 800-896-1054, or www.camx.ca.

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DialAmerica, one of the nation’s largest teleservices companies, announced that Christopher Conway has been promoted from chief financial officer to president and chief operating officer. Arthur Conway has assumed the title of chairman and chief executive officer. In his new position, Chris is responsible for overseeing the day-to-day operations of DialAmerica and accelerating its growth path. He becomes the third generation of Conways leading the company that was founded by his grandfather, William J. Conway, in 1957.

“This promotion recognizes Chris’ achievements, as well as his clear understanding of today’s business environment,” said Art Conway. “While I am honored to have led DialAmerica for many years now and proud of our industry leadership, I feel this is the right moment to pass on the responsibility of overseeing the company.” Chris began his career at DialAmerica in 1993 and has worked across the organization to fully understand all aspects of the business.