The PACE Association: A Legacy of Championing Customer Engagement Excellence

In the constantly evolving world of business, how companies interact with their customers has become one of the most important determinants of long-term success. From traditional phone support to email,https://paceassociation.org/ chat, text, and social media, customer engagement spans multiple channels — and requires both strategic direction and professional standards. One organization that has stood at the forefront of this movement for more than four decades is the Professional Association for Customer Engagement (PACE), a non-profit trade association dedicated exclusively to advancing companies that engage customers through contact centers and omnichannel platforms.

A History Built on Advocacy and Professional Growth

Founded in 1983, PACE began its journey as the American Teleservices Association (ATA), reflecting the early industry focus on telephone-based customer contact. As communications technology and customer expectations evolved, so did the association — rebranding to the Professional Association for Customer Engagement to capture the broader reality of contemporary customer interaction, which encompasses digital and omni-channel experiences.

From its headquarters in Brownsburg, Indiana, USA, PACE grew into a leading global organization representing more than 4,000 contact centers and over 1.8 million professionals worldwide. Its members span a wide range of industries and include inbound and outbound contact centers, trainers, consultants, and equipment suppliers involved in telephone, internet, email, and interactive customer engagement solutions.

Mission and Core Objectives

PACE’s mission has consistently centered on enhancing the ability of its members to provide outstanding customer engagement through advocacy, education, networking, and compliance support. The association’s work empower companies to navigate a complex landscape of regulatory requirements, technological advancements, and evolving consumer expectations.

The core pillars of PACE’s mission include:

1. Advocacy and Industry Representation

One of PACE’s foundational roles has been to serve as a collective voice for the contact center and customer engagement industry before federal and state policymakers. By engaging with regulators and lawmakers, PACE worked to influence policies affecting customer communication while helping members understand and comply with those regulations. This support was especially important for companies operating in highly regulated environments or navigating shifts in telecommunications policy.

2. Education and Professional Development

PACE also placed a strong emphasis on education, recognizing that the ability to deliver exceptional customer experiences depends on the skills and knowledge of contact center teams. Through a range of programs — including seminars, workshops, national conventions, and certification opportunities — PACE provided members with training in best practices, compliance, and operational excellence.

In an industry where front-line agents and operational leaders face fast-changing technologies and customer expectations, access to professional development resources was a key differentiator. By offering certification programs and continuing education, the association helped equip professionals at all levels with the tools they needed to succeed.

3. Networking and Industry Events

Beyond advocacy and education, PACE fostered community and collaboration within the customer engagement sector. National conventions, regional chapter events, and peer-to-peer networking opportunities created platforms where professionals could exchange ideas, discuss emerging trends, and build relationships that drove both personal and organizational growth.

For many members, the value of PACE extended beyond formal programming; it provided a trusted environment where practitioners could share real-world challenges and solutions, enhancing the collective strength of the industry.

Evolution and Impact

Over its long history, PACE adapted to reflect changes in the customer engagement landscape. As digital channels gained prominence and customer experience became a strategic priority, the association broadened its focus from traditional telephony to encompass omni-channel engagement — including web, text, chat, and social platforms.

The association’s influence was recognized not just within its member base but across the industry. PACE’s work supported the advancement of customer engagement best practices, compliance frameworks, and professional standards that helped organizations everywhere improve how they connect with consumers.

Conclusion

For more than 40 years, the Professional Association for Customer Engagement stood as a central pillar in the contact center and customer experience community, combining advocacy, education, and networking to support the success of its members. Its legacy reflects a commitment to elevating professional standards, fostering innovation, and enabling organizations to build stronger, more effective relationships with their customers.

Even as the customer engagement landscape continues to evolve rapidly, the principles that guided PACE — professionalism, collaboration, and continuous learning — remain essential to the ongoing success of contact centers and the companies they serve.