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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.
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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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AI Leadership Programme
AI is already changing customer contact, but technology alone won't create value. This programme gives you a practical framework to assess readiness, make informed decisions and lead successful AI adoption across your contact centre.  
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AI Leadership: Customer Experience
Not every customer interaction should be automated. During this interactive learning experience, learn how to design customer journeys that balance efficiency, empathy and effective AI-human collaboration.  
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Online
AI Leadership: Governance
Successful AI adoption requires more than technology controls. During this interactive learning experience, learn how to establish governance that protects customers and your business, supports innovation and creates confidence across your organisation.  
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AI Leadership: Operational Redesign
AI doesn't simply automate existing processes. It changes how work flows across the contact centre. During this interactive learning experience, learn how to redesign operations, decision-making and customer resolution for a new era of service delivery.
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AI Leadership: Workforce Transformation
AI changes more than technology. It changes work itself. During this interactive learning experience, learn how AI may impact roles in your operation and how to guide your people through workforce transformation with confidence, clarity and trust.
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Build 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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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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Online
Building Commercial Acumen
Commercial Acumen training for contact centres to strengthen business judgement, understand financial impact and make commercially sound decisions.
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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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In Person
Complaint Handling
Complaint handling training for contact centres to help frontline teams manage difficult conversations, resolve concerns and improve customer outcomes.
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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 Governance, Risk and Compliance
As contact centres take on greater responsibility for customer trust, data, regulation and AI, governance can no longer be an afterthought. Learn to manage risk, compliance and accountability effectively.
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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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Online
Contact Centre Operating Models
A successful contact centre doesn't happen by accident. This course gives you a practical blueprint for designing an operating model that aligns people, processes, technology and governance to deliver sustainable performance and exceptional customer experience.
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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.
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Online
Continuous Improvement Fundamentals
Continuous improvement training for contact centres to help you identify waste, solve problems and make sustainable improvements to performance.
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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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Online
Customer Journey Mapping
Customer journey mapping training for contact centres to help you uncover friction, reduce customer effort and prioritise meaningful improvements.
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Online
Fundamentals of Contact Centre Management
Contact centre management training for new managers to understand operations, interpret performance and make better decisions across their contact centre.
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In Person
Fundamentals of Contact Centre Strategy
Contact centre strategy training to help you assess priorities, align with business goals and build a practical roadmap for future success.
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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.
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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 Automation and Self-Service
Learn how to use automation and self-service to create faster, easier customer journeys while balancing service quality, efficiency and the value of human interaction.
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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.
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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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In Person
Managing Contact Centre Outsourcing Partners
Contact centre outsourcing management training to help you strengthen partnerships, improve governance and deliver better customer and business outcomes.
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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.
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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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In Person
Masterclass: HR in the Contact Centre
HR training for contact centre leaders to help you manage people issues, navigate HR processes and handle difficult situations fairly and confidently.
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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.
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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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In Person
New to Customer Conversations
When people are new to customer conversations, early habits matter. This course helps them build confidence, communicate effectively and create positive customer experiences, helping them become capable and consistent in their role more quickly.
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Online
Optimising Customer Retention
Keeping customers has never been more valuable. This practical course helps you understand why customers stay, why they leave and how to create contact centre customer experiences that strengthen loyalty and protect long-term growth. 
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Online
People Performance Management
Contact centre performance management training to help leaders diagnose performance issues, have accountable conversations and support lasting improvement.
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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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In Person
Stakeholder Management and Influence
Stakeholder management training for contact centres to help you build relationships, gain buy-in and influence outcomes without direct authority.
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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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In Person
Team Connection Days
Great cultures don't happen by accident. Team Connection Days give you the opportunity to step back from the day-to-day, reconnect as a team and build a shared blueprint for success that strengthens engagement, accountability and performance. 
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Online
The Customer-Centred Contact Centre
Customer-centred contact centre training to help you reduce customer effort, align operations and deliver better customer outcomes.
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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
The New Team Leader
This practical course helps you build the confidence, mindset and skills to lead people effectively from day one. 
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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.
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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.
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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.
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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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    WC2B 5DG
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