NACSMA brings together like-minded professionals focused on advancing the customer contact industry and creating career growth by establishing Contact Center Management as a recognized professional discipline.
NACSMA members work to deliver best-in-class practices to our members. Our members collaborate to establish best practices within the contact center discipline and are focused on the “customer experience” to both consumers (B2C) and to business (B2B) customers.
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.
Management of a best-in-class contact center sites require the continuous review of Agent Sourcing Models, Organizational Training and Management Development Programs.
Implementation of technology that focuses on performance and quality with an understanding of how facility management supports a positive work environment results in a successful center.
NEW CENTER: IMPLEMENTATION
When a contact center organization expands to an additional site or requires new space,
the steps to properly implement are unique to each organization but do have standard phases.
This step-by-step guide supports this process to ensure successful Site Selection,
Staff Sourcing, Municipal Infrastructure, Site Technology that provides DR and COOP
functionality and Workforce Management.