North American Customer Service Management Association

Support for Contact Center Professionals

Who Is NACSMA?

The North American Customer Service Management Association (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 telemarketing, call centers, collections, customer service facilities, help desks, client retention, etc.
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 From Past To Present

NACSMA brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline. As a collective body, we can create a vibrant future for customer experience management. NACSMA provides our members – individuals looking to make their mark on the profession, and companies that are leaders in their industries – with valuable professional development and networking opportunities available nowhere else. NACSMA also works to deliver broader benefits: our members collaborate to establish best practices and promote a better appreciation of the discipline of customer experience to both consumers (B2C) and to business (B2B) customers.

Members Are Welcome

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.
Individuals, their companies and other organizations in the sector are welcome to join and participate at No Charge. NACSMA does not charge any dues for membership and does provide our members a collaborative environment to enhance their skills and the service centers they support.

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North American Customer Service Management Association (NACSMA)

History

NACSMA Background

Over the years, the field of customer experience management has matured, as companies increasingly recognize its importance as a key ingredient in building and maintaining customer loyalty. A growing number of professionals have responsibility for assessing and improving customer experience in channels (e.g., web, call center, brick-and-mortar store, mobile commerce, etc.), with products, and across entire organizations. Best practices for processes, tools, and techniques are emerging across many customer experience management disciplines. In short, customer experience management has become an established profession.

NACSMA has been created to fill a need that was not being addressed. Although there are several customer experience networking groups in operation, the industry has reached the point where it requires a unified, informed, collective voice to guide its evolution. NACSMA wants to help customer experience professionals make customer experience management an integral part of how their companies operate, and to enable them to embed its skill set across their organizations. Our goal is to break down the work, create standards and best practice approaches, and transfer those skills across the NACSMA network.