Michele Shuster

November 2020

PACE is the only non-profit organization exclusively supporting the contact center industry and its customer experience professionals. As an attorney who has worked with PACE for 16 years, I want to address a common misconception about the work PACE does, not only on behalf of its members, but the industry at large.

Years ago, state and federal policy decisions were mainly focused on outbound activities such as Do-Not-Call lists and auto-dialers, but that’s no longer the case.

What used to be viewed as “outbound only” issues now encompass sweeping consumer considerations. Today’s policies and legislation are channel-agnostic, meaning laws like the California Consumer Data Privacy Act apply to everything from outbound phone calls and email messages, to chat, text and more.

If you have any consumer contact, you must be aware of pending legal requirements and how to operate within the law.

Through the work of its Government Affairs (GA) committee, PACE provides years of legislative experience and contact center expertise to advocate on behalf of businesses, employees, and the industry as a whole.

Legislative Expertise
Members of the PACE GA committee have deep knowledge of the legislative process and work directly with state Attorneys General, the Federal Trade Commission (FTC) and Federal Communications Commission (FCC).

WHAT THAT MEANS FOR YOUR BUSINESS: When PACE speaks, policy makers listen. Whether you want to be on the forefront of policy making or in the background, the GA committee helps amplify your voice.

Contact Center Experience
Through trusted relationships built over many years with groups such as the U.S. Chambers of Commerce, the ACA, ARDA, Leads Council and business leaders, the GA committee presents a unified voice on the issues that affect businesses across a wide swath of verticals.

WHAT THAT MEANS FOR YOUR BUSINESS: PACE and its partners are more powerful – and impactful – as a group than any association or organization on its own.

The PACE GA committee remains dedicated to its advocacy and compliance work, and I invite you to support our efforts by donating to the Impact Fund today.

Your gift will be recognized on the PACE website and in other association publications and will help us continue to promote the interests of our industry.


Michele Shuster | Partner, CIPP/US, CECP
General Counsel
Professional Association for Customer Engagement (PACE)
Mac Murray & Shuster LLP
mshuster@mslawgroup.com | www.mslawgroup.com