NACSMA brings together like-minded professionals focused on advancing the customer contact industry and creating career growth by establishing the 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 focused on the "customer experience" to both consumers (B2C) and to business (B2B) customers.
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 success of proper selection of Site Selection, Staff Sourcing, Municipal Infrastructure, Site Technology that provides DR and COOP functionality and Workforce Management.
Mangement of a best-in-class contact center site requires continuous review of the Agent Sourcing Model, Organizational Training and 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 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.