ABOUT NACSMA
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.
The North American Customer Service Management Association (NACSMA) assists Service Center professionals with improving the delivery of Customer Care to their clients by providing a collaborative networking approach to operational issues.
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.
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.
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.