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Founded in 1995, ACCA was created in partnership with a group of contact center managers, industry-related suppliers and the Economic Development Division of the Austin Chamber of Commerce who wished to create a local trade association specific to the contact center and customer experience industry. Still a thriving organization, over 20 years later, ACCA has a consistently growing membership base and dedicated Board of Directors.

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.

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.

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. 

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.

ACCA produces bi-monthly Network and Development Lunch events and our cornerstone annual event, the Fall Symposium and XPO, connecting our members with the resources and education they need to excel in their careers and grow their organizations.

 MEET OUR Board of Directors

To reach any of our Board members, email info@austincontactcenter.org.

 Mark Brody, CCCM | Board President

Mark is the CEO and Founder of Brohawk Solutions, LLC launched in August 2018. He is a Customer-focused Contact Center Professional with over 25 years of experience spanning multiple industries to include client management, quality assurance, contact center leadership, and workforce management expertise. 

Mark currently serves as the ACCA President, as well as 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, MBA, PMP | Immediate Past President

Jewell has more than 25 years of experience specializing in Call Center and Customer Service environments. She is a Certified Call Center Manager earned through the Purdue University Center for Customer Driven Quality. She is also a trained Six Sigma Green Belt, an ISO Certified Lead Auditor and certified Project Management Professional (PMP).                         

She is a graduate of the Leadership Austin Class of 1995-96, served on the Boards of the Greater Austin Chamber of Commerce, the Greater Austin Quality Council and the Capital Area Workforce Development Board.  Ms. Parker is a graduate of Purdue University and holds an Executive Masters of Business Administration from Walden University.

 Arthur Jackson, MBA | Vice President of Communication

Arthur has managed large-scale projects and teams in five (5) counties spanning across 15 cities, selling the Austin region to C-Level Executives and Corporate decision makers within key Industries to include Life Science, Technology and Contact Centers. As the Director of Economic Development for the Austin Chamber of Commerce, he carries out the following work:

  • Provide business development (B2B) services/consults to companies looking to expand or relocate to the Austin Region.

  • Develop strategies addressing needs/trends for local businesses/industry recruiting efforts.

  • Work cross-functionally to achieve overall business development goals.

  • Manage operations, data, utilization and upkeep on reporting.

  • Identify trends and potential issues impeding growth in Austin and surrounding areas.

  • Continually meet with local and worldwide business leaders in the Life Science sectors.

  • Plan major marketing trips to attract new companies to region.

 Brian W. Morton | Vice President of Membership

Brian has 20+ years of experience supporting local telecommunications, networking within local Austin and San Antonio. 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.

 Rob Nussbaum | Vice President of Technology

Rob is the Co-Founder of The Jackbaum Group. He 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.

 Christy Torrance | Vice President of Sponsorship

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 C. L√≥pez, MBA | Board Secretary

Michelle is the Founder and CEO of P.E.A.R.L. Paragon Consulting. For over 30 years, she has recognized the power of the human spirit and 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. 

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 also serves as the Senior Director of Learning & Development at LegalZoom where she lives out her why every day. She has had the honor to work with many Zoomer 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.

 Mark Gottschalk | Board Member

Mark is the Director of Business Development at ECA Direct and has been the Managing Member of the Austin Capital Group, LLC for over 16 years. He prides himself on delivering innovative solutions when opportunities arise to overcome unique challenges. Mark recently joined the Board and was an instrumental volunteer at the 2019 ACCA Fall Symposium/XPO.

 Zoe Klein | Board Member

Zoe is passionate and motivated who is a top performer that plays to win and is a dedicated team player.

Zoe joined the Board shortly after last year's Fall Symposium/XPO and was an instrumental volunteer leading to its success. 

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