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Management Strategies

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Trade Show/Association Update

The Call Center & CRM Solutions Conference & Exposition offers specialized tracks and industry forums; Direct Marketing Association approves the recent publication of specific guidance to help financial institutions comply with the requirements of the Gramm-Leach-Bliley Act; NACHA accredits 365 payments industry professionals.

The 12th Annual Call Center & CRM Solutions Conference & Exposition will attract over 175 exhibiting companies and showcase the latest software, technologies and services for call centers and customer relationship managers.

The event, which will take place February 11-13 at the Las Vegas Convention Center, Las Vegas, will also have a conference program that is divided into four specialized tracks: technology, management, e-learning and the Web-enabled contact center.

The event will also feature industry forums, application showcase theaters, call center site tours and online networking opportunities.

For more information, go to


Direct Marketing Association (DMA) has approved the publication of more specific guidance to help financial institutions comply with the requirements of the Gramm-Leach-Bliley Act of 1999 (GLB) consumer privacy regulations.

The guidance came from the staff of the federal agencies that supervise banks, thrifts, and credit unions. It comes in the form of frequently asked questions (FAQ) covering various aspects of the privacy rules, including: which entities are covered by the privacy rules; when financial institutions must deliver privacy and opt out notices; limits that apply to the use and disclosure of customer information received from an unrelated financial institution; limits that apply to the disclosure of customer account numbers; and how to comply with the exception for disclosures under a joint marketing arrangement with an unrelated financial institution.

"This attempt to clarify the requirements of GLB and some of the differences in how various regulatory agencies view adequate compliance is yet another indicator that government and industry can work together to make existing laws work effectively," said H. Robert Wientzen, president & CEO, The DMA.

Guidance on Financial Privacy can be found at

The DMA is a trade association for businesses interested in interactive and database marketing, with almost 5,000 member companies from the United States and 53 other nations. The DMA's Web site is


Three hundred sixty-five payments industry professionals received accreditation or were re-accredited in 2001 by the National Automated Clearing House Association (NACHA) under the Accredited ACH Professional (AAP) Program, bringing the current number of AAPs nationwide to 1,892.

The AAP designation was created in 1993 to recognize professionals for their understanding and knowledge of the ACH Network and the payments industry.

"Earning an Accredited ACH Professional designation is a great way to advance your payments career," said Elliott C. McEntee, president and CEO of NACHA. "AAPs provide the expertise that financial institutions and companies need to plan their payments strategies and manage their payments services."

Three hundred twelve payments professionals received accreditation by passing the national AAP examination, administered on October 16, 2001. Of those, 274 received accreditation for the first time, and 38 received five-year re-accreditation. An additional 53 payments professionals received re-accreditation in 2001 through NACHA's continuing education program.

For more information on NACHA, visit

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