How do I create ownership without chasing or micromanaging?

Fri 9 Oct 2026
12:00 - 12:30
Teams

When leaders find themselves constantly following up, it often signals a lack of clarity or shared ownership. Creating accountability isn’t about control – it’s about setting the right expectations and enabling people to take responsibility.

This Lunch & Learn explores how to build a culture of ownership without the need for constant oversight. We’ll look at how clarity, consistency and follow-through can strengthen accountability across your team.

You’ll leave with:

  • Practical ways to set clear expectations from the outset
  • Techniques to build ownership and reduce the need for chasing
  • Approaches to strengthen accountability without micromanaging

Reserve your place to join the conversation and take away practical techniques you can apply straight away.

How much is it?

Included as part of your membership benefits.

Why should you go?

These Lunch & Learn sessions are designed to give you practical support for the real challenges you face every day as a contact centre leader. In a short, focused format, you’ll step away from the day-to-day, gain fresh perspective and leave with simple, actionable techniques you can apply immediately with your team. It’s also an opportunity to connect with peers facing similar challenges sharing experiences, ideas and approaches that can help you lead with greater confidence and impact.

Who is it for?

CCMA members only. This series is designed for operational leaders working in contact centres, including Team Leaders and Managers; Resource Planning, Quality and Complaints Leaders; Operations Managers and Heads of Department; Anyone responsible for leading, developing or supporting frontline teams. Whether you are new to leadership or looking to refine your approach, these sessions will provide practical tools and perspectives to help you lead with greater confidence and impact.

Agenda

Speakers

Register for this event here

Join us and your industry peers at this exclusive CCMA event
Secure your place today.
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.

Contact Us

  • 0333 939 9964
  • info@ccma.org.uk
  • CCMA Ventures Limited
    2nd Floor, Regis House
    45 King William Street
    London EC4R 9AN
  • CCMA LinkedIn
© 2026 Contact Centre Management Association. All rights reserved.
Reg No: 5799326