National Customer Service Association

10/13/2026

𝗪𝗵𝗮𝘁 𝗱𝗼𝗲𝘀 “𝗴𝗼𝗶𝗻𝗴 𝗮𝗯𝗼𝘃𝗲 𝗮𝗻𝗱 𝗯𝗲𝘆𝗼𝗻𝗱” 𝗹𝗼𝗼𝗸 𝗹𝗶𝗸𝗲 𝘄𝗵𝗲𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗵𝗮𝘃𝗲 𝗮𝗹𝗿𝗲𝗮𝗱𝘆 𝗵𝗲𝗮𝗿𝗱 𝗶𝘁 𝗮𝗹𝗹?

Join us this Wednesday, 𝗢𝗰𝘁𝗼𝗯𝗲𝗿 𝟭𝟰, for a conversation with Hakar Torres, Head of Sales Americas at NERD.aero, as he takes a fresh look at what meaningful overdelivery really looks like.

Drawing from his experience across hospitality, aviation, sales, and entrepreneurship, Hakar will explore how 𝗰𝘂𝗿𝗶𝗼𝘀𝗶𝘁𝘆, 𝗮𝘁𝘁𝗲𝗻𝘁𝗶𝗼𝗻, 𝗮𝗻𝗱 𝗴𝗲𝗻𝘂𝗶𝗻𝗲 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴 can make the difference between simply meeting expectations and creating an experience customers remember.

𝟭𝟮 𝗽.𝗺. 𝗘𝗧 / 𝟵 𝗮.𝗺. 𝗣𝗧 | 𝗙𝗥𝗘𝗘 𝗪𝗘𝗕𝗜𝗡𝗔𝗥
𝗥𝗲𝗴𝗶𝘀𝘁𝗲𝗿 𝘁𝗼𝗱𝗮𝘆! https://nationalcsa.com/web-ed-series.php

NCSA Web-Ed Series, monthly webinars for the enrichment of customer service professionals

10/07/2026

🎉 𝗖𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 𝗡𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗪𝗲𝗲𝗸 𝗯𝘆 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 𝘁𝗵𝗲 𝗯𝗲𝘀𝘁 𝗶𝗻 𝘀𝗲𝗿𝘃𝗶𝗰𝗲! 🎉

NCSA is proud to announce the 𝟮𝟬𝟮𝟲 𝗡𝗖𝗦𝗔 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗔𝗹𝗹-𝗦𝘁𝗮𝗿 𝗔𝘄𝗮𝗿𝗱 𝘄𝗶𝗻𝗻𝗲𝗿𝘀!

Now in its 15th year, the NCSA Service All-Star Awards recognize individuals, volunteers, contact center professionals, teams, and organizations whose dedication to service excellence makes a meaningful difference every day.

🏆 𝗣𝗲𝗿𝘀𝗼𝗻 𝗼𝗳 𝘁𝗵𝗲 𝗬𝗲𝗮𝗿: Evan Marc Kassem
🏆 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿 𝗥𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝘃𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗬𝗲𝗮𝗿: Tywan Williams
🏆 𝗩𝗼𝗹𝘂𝗻𝘁𝗲𝗲𝗿 𝗼𝗳 𝘁𝗵𝗲 𝗬𝗲𝗮𝗿: Dan Donovan
🏆 𝗧𝗲𝗮𝗺 𝗼𝗳 𝘁𝗵𝗲 𝗬𝗲𝗮𝗿: Palm Beach County Tax Collector, Client Care and Research Center
🏆 𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗼𝗳 𝘁𝗵𝗲 𝗬𝗲𝗮𝗿: Lighthouse Works of Central Florida

Please join us in congratulating these outstanding service professionals and organizations! 👏

And during National Customer Service Week, let's also take a moment to recognize the service champions in your organization whose dedication makes a difference every day.

👉 𝗠𝗲𝗲𝘁 𝘁𝗵𝗲 𝟮𝟬𝟮𝟲 𝗡𝗖𝗦𝗔 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗔𝗹𝗹-𝗦𝘁𝗮𝗿 𝗔𝘄𝗮𝗿𝗱 𝘄𝗶𝗻𝗻𝗲𝗿𝘀:
https://www.nationalcsa.com/allstars/recipients-2026.php

09/28/2026

𝗡𝗖𝗦𝗔 𝗪𝗲𝗯-𝗘𝗱 𝗦𝗲𝗿𝗶𝗲𝘀: 𝗢𝘃𝗲𝗿𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝗶𝗻 𝗮 𝗪𝗼𝗿𝗹𝗱 𝗧𝗵𝗮𝘁 𝗪𝗮𝘀 𝗣𝗿𝗼𝗺𝗶𝘀𝗲𝗱 𝗧𝗼𝗼 𝗠𝘂𝗰𝗵
Customers have been promised “wow” so often that the words barely land. So what does it really take to go above and beyond?

Join 𝗛𝗮𝗸𝗮𝗿 𝗧𝗼𝗿𝗿𝗲𝘀, 𝗛𝗲𝗮𝗱 𝗼𝗳 𝗦𝗮𝗹𝗲𝘀 𝗔𝗺𝗲𝗿𝗶𝗰𝗮𝘀 𝗮𝘁 𝗡𝗘𝗥𝗗.𝗮𝗲𝗿𝗼, 𝗼𝗻 𝗢𝗰𝘁𝗼𝗯𝗲𝗿 𝟭𝟰 𝗮𝘁 𝟭𝟮 𝗽.𝗺. 𝗘𝗧 / 𝟵 𝗮.𝗺. 𝗣𝗧 for a practical look at how curiosity, personal connection, and a deeper understanding of customer needs can turn everyday interactions—and even service recovery moments—into opportunities to build loyalty.

Hakar will share ways to:
• Replace empty promises with meaningful overdelivery
• Use curiosity to uncover what customers really need
• Turn recovery moments into loyalty
• Raise your personal standard of service

𝗙𝗥𝗘𝗘 𝗪𝗘𝗕𝗜𝗡𝗔𝗥 | 𝗥𝗲𝗴𝗶𝘀𝘁𝗲𝗿 𝘁𝗼𝗱𝗮𝘆! https://nationalcsa.com/web-ed-series.php

09/26/2026

𝗪𝗵𝗮𝘁 𝗵𝗮𝗽𝗽𝗲𝗻𝘀 𝘄𝗵𝗲𝗻 𝗔𝗜 𝗰𝗮𝗻 𝗮𝗻𝘀𝘄𝗲𝗿 𝘁𝗵𝗲 𝗲𝗮𝘀𝘆 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 𝗶𝗻 𝘀𝗲𝗰𝗼𝗻𝗱𝘀?
The conversations that matter become even more important.

In Part 2 of our “Future of Customer Service” Education Article series, “Why the Human Touch Will Matter More Than Ever,” we explore how AI is changing the role of service professionals—and why empathy, active listening, creative problem-solving, and relationship-building will be essential in the next era of customer service.

As technology handles more routine interactions, the ability to truly listen, understand, and build trust may become the ultimate service differentiator.

👉 Read the article and discover why the future of customer service may be more human than ever: https://www.nationalcsa.com/articles/future-customer-service-part-2.php

NCSA members have exclusive access to our Resource Center, including a growing collection of Education Articles, Web-Ed Series recordings, Service Reminder posters, real-world stories, best practices, and more.

Learn more about NCSA membership: https://www.nationalcsa.com/member-join.php

09/21/2026

🎉 𝗡𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗪𝗲𝗲𝗸 𝟮𝟬𝟮𝟲 𝗶𝘀 𝗢𝗰𝘁𝗼𝗯𝗲𝗿 𝟱–𝟵! 🎉

It’s time to celebrate the people behind exceptional service—the customer service professionals who listen, solve problems, build relationships, and make a difference every day.

Looking for ways to celebrate? We’ve gathered fresh ideas to help you recognize your team, show appreciation to your customers, and inspire service excellence—from personal thank-yous and customer spotlights to team challenges and plenty of ways to have fun!

👉 Explore celebration ideas: https://www.nationalcsa.com/customer-service-week.php

And be sure to follow NCSA during the week as we announce the 2026 NCSA All-Star Award winners and shine a spotlight on outstanding service professionals, volunteers, teams, and organizations! 🌟

How will your organization celebrate? Share your stories and photos with us at [email protected]!

09/04/2026

🎉 𝗖𝗼𝗻𝗴𝗿𝗮𝘁𝘂𝗹𝗮𝘁𝗶𝗼𝗻𝘀 𝘁𝗼 𝗦𝗵𝗲𝗹𝗹𝗶𝗲 𝗦𝘂𝗹𝗹𝗶𝘃𝗮𝗻, 𝗟𝗶𝗳𝗲-𝗖𝗲𝗿𝘁𝗶𝗳𝗶𝗲𝗱 𝗖𝗖𝗦𝗣®!
With more than 35 years of customer service experience, Shellie continues to demonstrate an inspiring commitment to learning, growth, and service excellence. We’re proud to recognize her achievement of Life-Certified CCSP status and celebrate the dedication she brings to creating positive customer experiences every day. 👏

At NCSA, our certifications help customer service professionals at every level strengthen their skills, demonstrate their expertise, and advance their commitment to service excellence. Could an NCSA certification be your next step?

📖 Read Shellie’s testimonial and explore more inspiring Life-Certified CCSP spotlights: https://www.nationalcsa.com/ccsp-life-certified-highlights.php

🎓 Learn more about NCSA certifications: https://www.nationalcsa.com/ncsa-certifications.php

09/03/2026

𝗙𝗿𝗼𝗺 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝘁𝗼 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲
What happens when organizations treat employee engagement as more than a retention strategy—and recognize its direct connection to customer service excellence?

Join us 𝗦𝗲𝗽𝘁𝗲𝗺𝗯𝗲𝗿 𝟵 𝗮𝘁 𝟭𝟮 𝗽.𝗺. 𝗘𝗧 / 𝟵 𝗮.𝗺. 𝗣𝗧 for the first session of NCSA’s fall Web-Ed season with Guillermo Baena and Mark Schlesinger of Lighthouse Works.

They’ll share practical strategies for building a more engaged, capable, and committed contact center workforce, including how training, recognition, belonging, career growth, quality assurance, technology, and workforce management can strengthen both employee retention and customer outcomes.

𝗙𝗿𝗲𝗲 𝘄𝗲𝗯𝗶𝗻𝗮𝗿. 𝗥𝗲𝗴𝗶𝘀𝘁𝗲𝗿 𝘁𝗼𝗱𝗮𝘆!
https://nationalcsa.com/web-ed-series.php

08/24/2026

𝗡𝗖𝗦𝗔 𝗪𝗲𝗯-𝗘𝗱 𝗦𝗲𝗿𝗶𝗲𝘀 𝗿𝗲𝘁𝘂𝗿𝗻𝘀 𝘁𝗵𝗶𝘀 𝗳𝗮𝗹𝗹!

What if the key to exceptional customer service begins with the people delivering it?

Our fall Web-Ed Series opens with a timely conversation about the connection between 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻, 𝗮𝗻𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲. Guillermo Baena and Mark Schlesinger of Lighthouse Works will share practical strategies for building a more engaged, capable, and committed workforce—and creating the conditions for employees to deliver their best service.

The session will explore employee engagement vs. motivation, recognition and belonging, training and career growth, supportive technology, and how quality assurance can become a tool for coaching and development rather than simply evaluation.

Join us for practical ideas you can take back to your own organization—whether you lead a contact center or a service team in any industry.

🔗 Learn more and register: https://nationalcsa.com/web-ed-series.php

07/27/2026

⏰ 𝗙𝗶𝗻𝗮𝗹 𝗥𝗲𝗺𝗶𝗻𝗱𝗲𝗿!
The deadline to nominate someone for the 𝟮𝟬𝟮𝟲 𝗡𝗖𝗦𝗔 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗔𝗹𝗹-𝗦𝘁𝗮𝗿 𝗔𝘄𝗮𝗿𝗱𝘀 is 𝗔𝘂𝗴𝘂𝘀𝘁 𝟭.

Now is your last opportunity to recognize the individuals, volunteers, contact center representatives, teams, and organizations that consistently deliver exceptional service and make a meaningful difference for their customers and communities.

🏆 𝗔𝘄𝗮𝗿𝗱 𝗖𝗮𝘁𝗲𝗴𝗼𝗿𝗶𝗲𝘀:
• Person of the Year
• Contact Center Representative of the Year
• Volunteer of the Year
• Team of the Year
• Organization of the Year

✔️ NCSA membership is 𝗻𝗼𝘁 𝗿𝗲𝗾𝘂𝗶𝗿𝗲𝗱 to nominate or win.
✔️ You may submit 𝗺𝘂𝗹𝘁𝗶𝗽𝗹𝗲 𝗻𝗼𝗺𝗶𝗻𝗮𝘁𝗶𝗼𝗻𝘀 in each category.

Don't let an outstanding service professional go unrecognized.

📅 𝗡𝗼𝗺𝗶𝗻𝗮𝘁𝗶𝗼𝗻 𝗗𝗲𝗮𝗱𝗹𝗶𝗻𝗲: 𝗔𝘂𝗴𝘂𝘀𝘁 𝟭, 𝟮𝟬𝟮𝟲

Submit your nominations today: https://www.nationalcsa.com/all-stars.php

07/24/2026

𝗡𝗖𝗦𝗔 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗥𝗲𝗺𝗶𝗻𝗱𝗲𝗿: 𝗪𝗵𝘆 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 𝗠𝗮𝘁𝘁𝗲𝗿𝘀
Customer satisfaction isn't just a score—it's the result of every interaction you have with a customer.

Satisfied customers are more likely to return, recommend your business, and contribute to a stronger, more positive workplace. Every conversation is an opportunity to build loyalty and create a lasting impression.

Read our latest Service Reminder, then consider posting it in your staff area as a daily reminder that 𝗲𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗺𝗮𝘁𝘁𝗲𝗿𝘀.

📖https://www.nationalcsa.com/servicereminders/why-customer-satisfaction-matters.pdf