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CCMA Academy courses are designed specifically for contact centre professionals
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The CCMA Academy Experience

For over 30 years, you’ve been able to rely on CCMA for support, insight and expertise to help your contact centre perform at its best. CCMA Academy is built around you, giving you practical, industry-led learning that works in real contact centre environments.

The experience feels different. It’s hands-on, engaging and genuinely enjoyable, built around real scenarios, shared experiences and open conversations with peers who understand your world. You’ll be challenged and supported in equal measure, building confidence and skills you can put straight into practice.

You’ll learn from people who’ve done the job. You’ll learn from people who’ve done the job. Every course is created and delivered by experienced, CCMA-accredited facilitators who bring practical insight into the challenges you face day to day. Whether you’re building confidence, strengthening leadership or developing technical capability, you’ll gain skills you can use immediately.

Whatever your role, frontline, specialist, manager or strategic leader, there’s a programme for you. You can build ‘Being Human’ skills such as how you communicate, lead and manage people alongside ‘Being Knowledgeable’ expertise to do your job more effectively. And you can learn in a way that suits you: join virtual sessions with peers, bring training onsite, or create something bespoke for your team.

Melanie Lomax

Head of Learning and Accreditation, CCMA

Real Learning with Real Impact

When you train with the CCMA Academy, you tap into the broader value of CCMA membership, connecting course content to ongoing insight, peer support, and industry best practice.

This isn't tick-box learning. It's a journey of continuous growth, backed by the most respected voice in the contact centre industry.

Industry-Specific Training

Learn from facilitators who've delivered real results in real contact centres.

Training for Every Career Stage

From frontline to senior leaders, off-the-shelf or bespoke.

Blended Learning Journeys

Go beyond the classroom with ongoing development for lasting impact.

Interactive and High-Energy

Immersive, practical courses that inspire and challenge.

Training that Delivers

Leave with the mindset, behaviours, and skills to succeed.

Real-World Relevance

Tailored to align with your business goals, customer outcomes, and priorities.

Why Choose the CCMA Academy?

When you learn with CCMA Academy, you benefit from our wider connection to the contact centre industry.  Our contact centre training is informed by CCMA insight, best practice and the experiences of our community.

This isn't tick-box learning.  It's shaped by what is happening in contact centres and grounded in the challenges and opportunities facing the industry.

Industry-Specific Training

Our facilitators don't just teach, they bring years of experience working and delivering results in contact centres, bringing practical insight to every course.

Training to Suit Every Stage

Learning for frontline colleagues through to senior leaders, with established courses, programmes and bespoke solutions to support every stage of development.

Blended Learning Journeys

Go beyond the classroom with ongoing development that supports continuous improvement.

Interactive and High-Energy

Our courses are immersive, practical and designed to both inspire and challenge (in the right way).

Training that Delivers

Learning you can put into practice straight away, helping embed new skills and behaviours that support stronger performance over time.

Real-World Relevance

Every session is shaped around the realities of contact centres, making learning relevant to the challenges, priorities and situations you face in your role.

Industry-Specific Training

Our facilitators don’t just teach, they apply their years of experience working and delivering results in real contact centres to make courses relevant and enlightening.

Training to Suite Every Stage

Courses suitable for front line colleagues through to senior leaders, be it off-the shelf or bespoke.

Blended Learning Journeys

Go beyond the classroom with ongoing development that supports continuous improvement.

Interactive and High-Energy

Our courses are immersive, practical and designed to both inspire and challenge (in the right way).

Training that Delivers

Walk away knowing the kind of industry professional your team and customers require, armed with the mindset, behaviours and skills to succeed.

Real-World Relevance

Every session is tailored to align with your business goals, customer outcomes and operational priorities.

A Strategic Approach

Alongside our established Academy programmes, we work with organisations to create learning shaped around their people, priorities and goals.

From exclusive delivery of Academy programmes and tailored learning experiences to fully bespoke solutions, we'll help you find the right approach for your organisation. Find out more about Bespoke Learning.

FEATURED COURSE

Contact Centre Performance Leadership

Learning Level: Manager
Format: Multi-Session
Delivery: In Person
Strengthen the coaching, communication and performance‑management skills that create motivated, high‑performing teams, building your leadership presence and everyday impact across colleagues, customers and the wider operation.
Click Here
FEATURED TRAINING

How to Reduce Customer Effort

Businesses that invest more in CX will see a 70% increase in revenue over the next 3 years! Customers that rate a company with a high CX score (i.e. 10/10 or 5 Star) spend 140% more and remain loyal for up to 6 years.
  • What is customer effort and how is it measured?
  • Getting into the right mindset – how we think, feel and behave determines our results.
  • An introduction to the 8 principles of ease and effortless.
  • The importance of seeing things from the customers’ perspective – breakout group exercise.
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Building a Culture for Innovation
Build a culture where people feel able to contribute ideas, experiment and find better ways of working, making innovation and continuous improvement part of everyday contact centre life.
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Building Frontline EQ and Resilience
Help your frontline colleagues strengthen emotional intelligence, build resilience and develop the self-awareness to stay focused, adaptable and effective in challenging customer interactions.
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Online
Coaching with Confidence
Great coaching isn’t about having all the answers, it’s about asking the right questions with confidence. This course equips you to step into coaching conversations with clarity, presence, and impact, so you can unlock potential in others without second-guessing yourself.
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Online
Confident Feedback Conversations
Feedback can either unlock potential or shut it down. When done well, it builds confidence, strengthens relationships, and drives real performance in the contact centre. When done poorly, it creates confusion, defensiveness, and missed opportunities. This course shows you how to get it right.
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Online
Contact Centre Leadership Behaviours
This course builds the habits that strengthen trust, accountability and team performance, giving you practical tools to lead with clarity, confidence and consistency.
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Manchester
Contact Centre Leadership Behaviours Masterclass
Leadership isn’t about experience - it’s how you show up. This two‑day masterclass strengthens trust‑building behaviours and gives practical tools for clearer, more confident, more consistent leadership.
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Contact Centre Performance Leadership
Strengthen the coaching, communication and performance‑management skills that create motivated, high‑performing teams, building your leadership presence and everyday impact across colleagues, customers and the wider operation.
Find out more
Contact Centre Strategic Leadership Masterclass
A two‑day immersive experience that builds the confidence, language and commercial awareness to influence senior stakeholders and position the contact centre as a driver of business value.
Find out more
Online
Customer Excellence
Customer Excellence gives your colleagues the skills, mindset and confidence to handle those moments well, so you see higher service standards, better customer experiences and fewer missed opportunities.
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Fundamentals of Contact Centre Technology
Understand the fundamentals of contact centre technology, including telephony, routing, CRM, workforce management, digital channels, AI and analytics.
Find out more
Online
Growth Mindset for Contact Centre Leaders
Your mindset shapes how you lead, how your team responds to challenges and how success is sustained. Develop a growth mindset that inspires confidence, encourages learning and helps people thrive.
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Online
Handling Customer Emotions with Confidence and Empathy
When emotions run high, every conversation matters. This course gives you the confidence and practical skills to respond with empathy, reduce escalation and create better outcomes in every contact.
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Online
Introduction to Forecasting and Resource Planning
When demand shifts and resources feel stretched, guesswork is costly. This course gives you the confidence to predict what is coming next and align your people and time to meet it. You will leave with practical tools to turn uncertainty into clear, actionable plans.
Find out more
Online
Introduction to Quality Assurance
This course introduces QA foundations to create consistent, fair, insight‑led evaluations that strengthen performance rather than simply measure it.
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Online
Leading a High Performing Sales Team
Great sales results don't happen by chance. Develop the mindset, behaviours and skills to lead a high performing contact centre sales team that's motivated, accountable and focused on achieving sustainable success.
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Online
Leading a High Performing Service Team
High performance doesn't happen by accident. This course gives you the practical tools to create a culture of accountability, engagement and continuous improvement where people feel supported, valued and motivated to succeed.
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Online
Leading a Remote Team
Remote working brings flexibility, but it can also create challenges around communication, connection and performance. Develop the mindset, behaviours and skills needed to lead a remote contact centre team with confidence and impact.
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Online
Leading with Emotional Intelligence
In high pressure contact centres, how you show up matters. This course helps you harness emotional intelligence to lead with consistency, build trust and create a climate where performance and people thrive together.
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Online
Making Sense of Data to Drive Change
Turn performance data into meaningful insight and action with practical contact centre data analysis training covering trends, storytelling and evidence-based decisions.
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Online
Managing Colleague Wellbeing
People perform at their best when they feel supported and understood. Learn to recognise wellbeing challenges early and create a contact centre team environment where people can thrive.
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Online
Managing My Time as a Leader
With constant demands, meetings and shifting priorities, it’s easy for contact centre leaders to get stuck in reactive mode. This highly practical session helps you step back, take control and lead with intent by focusing on what actually matters.
Find out more
Online
Managing Peak Demand in the Contact Centre
Peak demand can stretch even the best contact centres. Learn to anticipate pressure points, make informed decisions and balance demand, capacity and service performance when volumes surge.
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Online
Mastering Employee Engagement
Contact centre employee engagement training with practical approaches to strengthen motivation, ownership and commitment, build trust and improve engagement.
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Online
Mastering Quality Assurance
Quality Assurance is not the score. It is the change it creates. If your contact centre QA isn’t changing behaviour, it isn’t working. This course helps you reset what quality really means in the contact centre and helps you make QA drive measurable improvement.
Find out more
Online
Mastering Social Media Customer Service Management
Customer service is public and permanent. This course builds the structure, confidence and consistency to lead social media interactions effectively, turning a high-risk channel into high-value customer engagement.
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Online
Measuring Contact Centre Performance
Great customer experiences don't happen by chance. Understand what to measure, why it matters and how to use contact centre performance data to improve customer outcomes, team engagement and business results.]
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Online
Root Cause Analysis for Change
This practical course helps you move beyond assumptions, uncover root causes, and create lasting improvements that drive meaningful results in your contact centre.
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Online
Selling Through Service
Give your frontline colleagues the skills to combine great service with commercial awareness, spotting natural opportunities to create value for customers and your organisation.
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Online
Strategic Thinking
Strengthen your ability to think ahead, connect ideas and make confident, purposeful decisions, giving you the clarity to influence direction, spot opportunities early and deliver meaningful impact.
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Online
The Human Side of Complaints
Handling complaints becomes rewarding when you understand the person behind them, enabling calm, empathetic, confident conversations that turn challenging contact centre interactions into fair, positive outcomes that build trust and stronger relationships.
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Online
Understanding Neurodiversity for Managers
This course gives you the insight and practical confidence to support neurodivergent individuals in a way that unlocks performance, reduces friction and creates a genuinely inclusive working environment.
Find out more
Online
Understanding Vulnerable Customer Management
Vulnerability can affect any customer at any time. This practical course helps you recognise vulnerability, respond appropriately, and create better outcomes for customers, colleagues and your organisation.
Find out more
Online
Write Clear, Professional Emails That Get Results
Every email shapes the customer experience. This practical course shows you how to write clear, professional emails that get results first time and reduce unnecessary back and forth.
Find out more
For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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  • info@ccma.org.uk
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    WC2B 5DG
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