NORTH AMERICAN CUSTOMER SERVICE MANAGEMENT ASSOCIATION
NACSMA is a professional, non-profit association whose members represent customer contact organizations and the vendors who support them. Our membership consists of organizations of all sizes, from a variety of industries including healthcare, financial, BPO, legal, and technology. We have first and third-party focused members, including service centers, call centers, collections, help desks, and client retention organizations.
CONTACT CENTER WORKFORCE DEVELOPMENT
Agent Development and Sourcing for the Contact Center Community
Workforce development not only improves an agent’s prospects in life but also leads to downstream benefits for contact center organizations. NACSMA’s contact center workforce development resources take a “people-centric” approach to business development. This approach offers contact center professionals best-in-class strategies to improve their potential within the workplace and their career trajectory and provides guidance for leadership in sourcing and developing their agents.
CONTACT CENTER LEADERSHIP DEVELOPMENT
Leadership Advancement and Organizational Culture in the Contact Center Community
Leadership development prepares current and future leaders to perform effectively in their roles within the contact center organization. Leaders show employees how to embody values that contribute to organizational culture. NACSMA resources provide industry standards and guidance on these topics to support the contact center community.
CONTACT CENTER IT INFRASTRUCTURE
Infrastructure Support and Compliance for the Contact Center Community
Properly aligned IT infrastructure is key to scalability throughout any organization and is essential for daily business operations. All contact center roles can gain insight and possible career growth by having a basic understanding of this vital environment within their organization. NACSMA’s site support topics include resources for all the layers of Site IT Infrastructure, its setup and management, physical and virtual agent tools, and special situations. Regulatory compliance is a fundamental role of IT Operations, and the following resources provide an overview of standard practices for current compliance protocol in the contact center community.