About NACSMA

NACSMA is a professional, non-profit customer service association whose membership 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 contact centers, call centers, collections, help desks, and client retention organizations.

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.

Current Center:

Best-In-Class

Management of a best-in-class contact center site requires 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.

NACSMA Membership

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. Our membership focus including service centers, call centers, collections, help desks, and client retention organizations.