High performance does not come from chasing numbers harder. It comes from contact centre leaders who set clear expectations, link day-to-day performance to purpose, and know how to balance challenge with support. This course gives you the confidence and structure to manage performance in a way that feels fair, consistent and constructive, so conversations land better, accountability improves and the performance of your team gets stronger.
Contact centre performance rarely drifts overnight. You see the early signals in the data, in behaviours, and in the conversations that are or are not happening. What is less clear is what sits underneath it. This learning experience helps you step back from simply reacting to results so you can understand what is really driving performance across your team, whether that links to capability, motivation, clarity of expectations or the wider working environment.
You will explore performance management as a continuous process rather than a point-in-time activity. You will understand how goal setting, feedback, coaching and review connect, and how linking individual and team objectives to contact centre and business priorities creates greater clarity and accountability.
Through practical discussion and real examples, you will build confidence in the leadership behaviours that make the biggest difference day-to-day. This includes setting clear expectations, using structured feedback, and asking questions that build ownership. You will also develop your ability to grow both capability and motivation within your team.
You will leave better equipped to manage underperformance early, stretch stronger performers, and balance challenge with support so that you consistently create the conditions for high performance.
“I found the training very relatable and relevant to our work. The trainer regularly linked the content to our own experiences, which helped make the learning practical and easier to connect with our day to day roles.”
Team Leader, Boots
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