North American Customer Service Management Association

Support for Contact Center Professionals

About NACSMA

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.

New Center:
Implementation Phases

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.

Current Center:
Best-In-Class Support

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.

Networking with
NACSMA Members

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.

Member Feedback
The knowledge and quality of the presentation material is excellent. They not only explain the techniques, they perform all of them with perfect form.
Jim, Avon, MJ
Their knowledge is obvious due to the ease of explaining drills, benefits, and alternatives. The enthusiasm is contagious!
John, Virginia
The information was detailed and high quality; discussed possible errors and how to address; relaxed and positive environment.
Mr. Cuntrera, NJ
Industry Trends
More and more companies are realizing the convenience and productivity benefits of using mobile-friendly cloud computing applications to manage business data.
1-Adoption of cloud computing has become the standard
2-Mobile cloud computing is expected within the hosted industry on all applications
3-Cloud applications enable scalability globally
4-Organizations become more productive and results oriented as a
5-Social tools will bring increased collaboration to the cloud
Strategic cyber security technology trends have potential for significant impact on corporate organizations of all sizes. Factors that denote significant impact include a high potential for disruption to the business, end users or IT, the need for a major investment, or the risk of being late to adopt.
1-Adaptive security architecture
2-Advanced system architecture
3-The changing position of the CSO and CIO
4-Traditional business networks are shrinking
5-Cloud/Hosted applications accessed globally present increased risk
Staffing and recruitment changes will continue to shape the staffing industry in the years to come. Staffing companies with the right tools will be the most likely to find success in this environment. High-quality staffing software that enables staffing agencies to combine client relationship management with applicant tracking will give these organizations greater insight into client needs and available talent.
1-Unique approaches may be necessary to attract specific groups
2-There’s a consistent mismatch in the skills that employers need and those that are available
3-The number of “nonemployees” are on the rise: Distributed and Flexible Staffing
4-Social media is turning the old concept of networking on its side
5-Employer mandates tied to the Affordable Care Act have shaped staff retention
Contributor Best Practices
Cloud Contact Center Technology
Site Infrastructure
Workforce Management
Organizational Development
Site Management
Site Expansion
Best-In-Class Support Spotlight