ACCA is a not- for-profit collective of contact industry professionals who are dedicated to making Central Texas the foremost locale for contact centers in the U.S.
Founded in 1995, ACCA was created by the economic development division of the Austin Chamber of Commerce. Over 20 years later, the organization is thriving: with a very active membership base and dedicated Board of Directors, we are a group of professionals committed to each other’s success.
Our diverse membership includes all organizational levels from C-suite executives to front-line employees. We believe in cultivating internal talent and creating positive, healthy work environments to grow our respective organizations.
Why we exist:
ACCA’s mission is to educate, connect, and engage members, leaders, and the community to create superior customer experience organizations.
ACCA’s vision is to be the foremost resource to unify, educate, and engage the customer experience industry in Central Texas.
Our Core Values: Unite - Learn - Engage
ACCA produces monthly luncheons and our cornerstone annual event, Fall Symposium, to connect our members with the resources and education they need to excel in their careers and grow their organizations.
The Austin Call Center Alliance (ACCA) was founded in 1995 by a group of contact center managers and industry-related suppliers who wished to create a local trade association specific to the contact center industry.
Everyone agreed that there was an unfulfilled need for a local alliance of contact center organizations to promote and support the local industry. Their vision for the new alliance encompassed networking and sharing of best practices through monthly events, and providing industry-specific information geared towards the contact center manager.
With the help of the Greater Austin Chamber of Commerce, ACCA became a 501c(6) non-profit association and remains an affiliate of the Chamber of Commerce through its Economic Development Division. The ACCA office resides within the Chamber of Commerce offices.
After much careful monitoring of the industry, ACCA's board of directors decided to change the organization's name to something more reflective of its membership base. With the support of the ACCA membership in the form of an online poll, a new name, the Austin Contact Center Alliance, was inaugurated in 2003.
Since ACCA's founding in 1995, it has grown to represent over 150 companies, of which approximately 75% are contact centers and 25% are vendors. Our 2004 survey showed that the Austin-area contact center industry was thriving with over 100 contact centers representing more than 18,000 employees. Our 2007 survey, once complete, will likely reveal even more growth and prosperity within the local industry.
All board members can be reached by emailing firstname.lastname@example.org.
Mark Brody | BroHawk Solutions | Board President
Mark is a customer-focused Contact Center Industry Professional with over 25 years of experience spanning multiple industries to include client management, quality assurance, contact center leadership, and workforce management expertise. Launched Brohawk Solutions, LLC. in August 2018. Current President for The Austin Contact Center Alliance (ACCA) and Board Member for the South Central Chapter of The Professional Association of Customer Engagement (PACE).Working with small to mid-size contact centers looking to improve operational efficiencies , employee engagement, and ultimately leading to an improved customer experience.
Jewell Parker | Board of Directors Immediate Past President
Ms. Parker has more than 25 years of call center experience, specializing in Call Center and Customer Service environments and is a Certified Call Center Manager from the Purdue University Center for Customer Driven Quality. She has proven success in every aspect of Human Performance Management including recruiting, staffing, instructional design and training delivery, employee retention, performance evaluation and improvement strategies. Illustrating her commitment to continuous improvement, Jewell is also a trained Six Sigma Green Belt, an ISO Certified Lead Auditor and certified Project Management Professional (PMP).
Brian W. Morton | Simplify | Vice President of Membership
Brian has more than 20 years of experience supporting local telecommunications, networking within local Austin and San Antonio enterprise companies. Responsible for directing account team sales strategy, pricing, solution development and customer maintenance within network/telecom, cloud/data center and contact center practices supporting enterprise clients looking to improve performance, cost and most importantly service provider accountability.
Simplify has a team of industry insiders driven to make the impossibly complex business reality of large corporations simpler, more cost-effective and completely transparent. The ultimate goal: help you leverage the industry for your benefit with a best-practices approach from initial strategy through implementation and beyond.
Melissa Love | Everybody Up! | Vice President of Educational Programs
Melissa Love is the founder of Everybody Up! She has over 23 years of pedal-to-the-metal experience working in the corporate sector serving companies nationwide. Her client list has included Apple, Samsung, Rolls-Royce North America, Pizza Hut, casino resort destinations, and secondary educational institutions.
Leading teams of people to a common goal is a life-long passion. Now she combines her extensive experience with applied improvisation tools to help businesses increase productivity with team building and employee engagement programs as well as helping people step out of their comfort zones with networking and public speaking workshops.
Liz Feezor | Liz Feezor Creative, LLC | Vice President of Communications
Liz Feezor is a writer and creative strategist who launched her career in contact centers. After 15 years in the corporate world, Liz struck out on her own in 2018 to launch Liz Feezor Creative, a firm dedicated to helping wholehearted professionals and conscious businesses tell their stories.
With previous roles in global human resources, employee benefits, technology consulting and translation services (English/Spanish), Liz draws on a wealth of professional experience to create high-impact messaging for her clients. In addition to her client work, Liz speaks on a variety of topics and writes editorial pieces for local and national outlets.
Arthur Jackson | Greater Austin Chamber of Commerce | Board Member
Arthur has managed large-scale projects and teams in 5 counties spanning across 15 cities, selling the Austin region to c-level executives and corporate decision makers. Key Industries; Life Science, Tech & Contact Centers.
Rob Nussbaum | JackBaum Group | Vice President of Technology
Rob works diligently to add value to his customer's bottom line, assisting them in managing IT risks, changes, and keeping their competitive edge. An entrepreneur at heart, he excels at helping companies ensure telecom, cloud, and communications systems technology are working to further business objectives, NOT being a hindrance thereof.
Rob has world-class training in applications development and he strives to be consultative in approaching business technology solutions, understanding how applications, network, and security to properly harmonize letting technology enable business growth. SDN/SD-WAN, MPLS, CoS/QoS, Security, internet, VoIP, PBX, contact center, public/private/hybrid cloud, storage, and infrastructure.
Jennifer Clarke | Opcity | Board Secretary
Jennifer Clarke is an innovative strategic recruiting leader with over 20 years of experience. She's started and built two companies from the ground up and has a passion for working in start-ups. As a recruiting leader, Jennifer is known for caring deeply about diversity & inclusion and establishing an empowering employer brand.
Jennifer has developed and built 5 call centers post-acquisition leveraging her expertise in strategic sourcing, networking and a positive candidate experience. Jennifer is well known in the talent acquisition community and is a trusted advisor for both candidates and companies within the Austin talent community.
Christy Torrance | Kelly Services | Vice President of Sponsorships
Christy is a highly motivated, energetic and results-oriented Sales and Marketing consultant with Kelly Services, providing her clients with superior customer service and solution-based approaches designed to fit each individual client’s staffing needs and fostering successful business relationships.
An entrepreneur at heart, Christy has owned and operated two self-made businesses and understands the importance of keeping teams engaged to reach goals. She credits her career successes to her sense of optimism and drive to succeed, and her motto is “When your passion and purpose become greater than your fears and excuses, you will then find a way.” She is honored to serve on the ACCA Board of Directors as the VP of Sponsorships.
Michelle López, Founder and CEO of P.E.A.R.L. Paragon Consulting, LLC, is a devout learning enthusiast! For over 30 years, she has recognized the power of the human spirit and has a knack for seeing what people typically don’t see in themselves. Her why is to help create a world where others see their potential and discover their why so they can live a life of meaning every day without question, doubt, or apology. She is a passionate entrepreneur, motivational speaker, facilitator and coach who finds new ways to create palpable landscapes in which individuals can choose to be empowered and equipped with a mindset and an arsenal of tools to vivaciously thrive in whatever area of life they choose to cast their nets.
Michelle currently serves as the Senior Director of Learning and Development where she lives out her why every day. She has had the honor to work with many LegalZoom learning enthusiasts. Together, they have contributed to growing LegalZoom into a Learning Organization through the development of LegalZoom University. Her external focus is on facilitating that same type of awakening in organizations in which they can clearly see that a balanced formula to a healthy bottom line is directly tied to their number one most valuable asset–their human capital.