# CCMA: Contact Centre Management Association

> For over 30 years, CCMA has brought contact centre professionals together to share best practice, access industry insight and build stronger operations\.

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## Pages
- [Accreditation](https://www.ccma.org.uk/accreditation/)
- [Membership](https://www.ccma.org.uk/membership/)
- [CCMA Benchmark](https://www.ccma.org.uk/resources/ccma-benchmark/)
- [Bespoke Learning](https://www.ccma.org.uk/bespoke-learning/)
- [CCMA Home Page](https://www.ccma.org.uk/)

## Jobs
- [Customer Solution Manager](https://www.ccma.org.uk/jobs/customer-solution-manager/)
- [Head of Complaints](https://www.ccma.org.uk/jobs/head-of-complaints/)
- [Customer Resolutions Manager \(Contact Centre\)](https://www.ccma.org.uk/jobs/customer-resolutions-manager-contact-centre/)
- [Training Team Leader](https://www.ccma.org.uk/jobs/training-team-leader/)
- [Learning Partner \(Contact Centre Focus\)](https://www.ccma.org.uk/jobs/learning-partner/)

## Events
- [UK National Contact Centre Conference](https://www.ccma.org.uk/event/the-uk-national-contact-centre-conference-2026/): Now in its 12th year, and a key benefit for CCMA members, we’re inviting you to get together in\-person to be inspired and network with senior leaders and industry colleagues\.
- [Best Practice Visit to Caravan and Motorhome Club](https://www.ccma.org.uk/event/best-practice-visit-to-camc/)
- [CCMA Contact Centre Innovation Summit](https://www.ccma.org.uk/event/ccma-contact-centre-innovation-summit/): 2026 CCMA Summit
- [Monthly Drop\-In Session – December](https://www.ccma.org.uk/event/monthly-drop-in-session-december/)
- [Monthly Drop\-In Session – November](https://www.ccma.org.uk/event/monthly-drop-in-session-november/)

## Locations
- [LifeSearch, Leeds](https://www.ccma.org.uk/locations/lifesearch-leeds/)
- [Caravan and Motorhome Club, East Grinstead](https://www.ccma.org.uk/locations/caravan-and-motorhome-club-east-grinstead/)
- [Caravan and Motorhome Club](https://www.ccma.org.uk/locations/caravan-and-motorhome-club/)
- [Dojo, Bristol](https://www.ccma.org.uk/locations/dojo-bristol/)
- [Aegon UK, Edinburgh](https://www.ccma.org.uk/locations/aegon-uk-edinburgh/)

## Insights
- [How CCMA Accreditation supports the contact centre's strategic journey](https://www.ccma.org.uk/insight/how-ccma-accreditation-supports-the-contact-centres-strategic-journey/)
- [SSCL uses accreditation to optimise operations](https://www.ccma.org.uk/insight/sscl-uses-accreditation-to-optimise-operations/)
- [NewDay explains the importance of accreditation](https://www.ccma.org.uk/insight/newday-explains-the-importance-of-accreditation/)
- [Marketing and the Contact Centre \- Where Brand Becomes Reality](https://www.ccma.org.uk/insight/marketing-and-the-contact-centre-where-brand-becomes-reality/)
- [Skills Development – Why Compassion is as Important as Empathy](https://www.ccma.org.uk/insight/skills-development-why-compassion-is-as-important-as-empathy/)

## Team Members
- [Pauline Ashenden](https://www.ccma.org.uk/team/pauline-ashenden/)
- [Abbie Kemp](https://www.ccma.org.uk/team/abbie-kemp/)
- [Leigh Hopwood](https://www.ccma.org.uk/team/leigh-hopwood/)
- [Naomi Vaughan](https://www.ccma.org.uk/team/naomi-vaughan/)
- [Rachel Kallas](https://www.ccma.org.uk/team/rachel-kallas/)

## Jobs
- [Amazon Message Us Team Leader](https://www.ccma.org.uk/job/amazon-message-us-team-leader-2/)
- [Customer Experience Leader \(Operations Manager\)](https://www.ccma.org.uk/job/customer-experience-leader-operations-manager-2/)
- [Customer Experience Leader \(Operations Manager\)](https://www.ccma.org.uk/job/customer-experience-leader-operations-manager/)
- [Amazon Message Us Team Leader](https://www.ccma.org.uk/job/amazon-message-us-team-leader/)

## Testimonial
- [Head of Operations, Ombudsman Services](https://www.ccma.org.uk/testimonial/head-of-operations-ombudsman-services/)

## Case Studies
- [The UK Contact Centre Outsourcing Report](https://www.ccma.org.uk/case-study/the-uk-contact-centre-outsourcing-report/)

## Academy
- [Confident Feedback Conversations](https://www.ccma.org.uk/course/confident-feedback-conversations/)
- [Leading a High Performing Sales Team](https://www.ccma.org.uk/course/leading-a-high-performing-sales-team/)
- [Understanding Vulnerable Customer Management](https://www.ccma.org.uk/course/understanding-vulnerable-customer-management/)
- [Selling Through Service](https://www.ccma.org.uk/course/selling-through-service/)
- [Root Cause Analysis for Change](https://www.ccma.org.uk/course/root-cause-analysis-for-change/)

## Suppliers
- [TP](https://www.ccma.org.uk/supplier-directory/tp/)
- [Amazon Connect Customer \(Amazon Web Services\)](https://www.ccma.org.uk/supplier-directory/amazon-connect-customer/)
- [THG Ingenuity](https://www.ccma.org.uk/supplier-directory/thg-ingenuity/)
- [The DDC Group](https://www.ccma.org.uk/supplier-directory/the-ddc-group/)
- [SequenceShift](https://www.ccma.org.uk/supplier-directory/sequenceshift/)

## Academy Sessions
- [Mastering the Art of Feedback](https://www.ccma.org.uk/academy-session/mastering-the-art-of-feedback-session-6839/)
- [Mastering Quality Assurance](https://www.ccma.org.uk/academy-session/mastering-quality-assurance-session-9178/)
- [Introduction to Resource Planning](https://www.ccma.org.uk/academy-session/introduction-to-resource-planning-session-6235/)
- [Understanding Neurodiversity for Managers](https://www.ccma.org.uk/academy-session/understanding-neurodiversity-at-work-for-managers-session-6250/)
- [Coaching with Confidence](https://www.ccma.org.uk/academy-session/coaching-with-confidence-session-6810/)

## Events Tags
- [Featured](https://www.ccma.org.uk/events/tags/featured/)
- [Events](https://www.ccma.org.uk/events/tags/events/)
- [No Agenda Event](https://www.ccma.org.uk/events/tags/no-agenda-event/)
- [For members](https://www.ccma.org.uk/events/tags/for-members/)

## Event Categories
- [CCMA Circles](https://www.ccma.org.uk/events/ccma-circles/)
- [Member Drop\-In Session](https://www.ccma.org.uk/events/member-drop-in-session/)
- [Best Practice Visit](https://www.ccma.org.uk/events/best-practice-visit/)
- [CONNECT](https://www.ccma.org.uk/events/connect/)
- [Online Seminar](https://www.ccma.org.uk/events/online-seminar/)

## Academy Categories
- [Strategic Leader](https://www.ccma.org.uk/academy/strategic-leader/)
- [Manager](https://www.ccma.org.uk/academy/manager/)
- [Specialist](https://www.ccma.org.uk/academy/specialist/)
- [Frontline](https://www.ccma.org.uk/academy/frontline/)

## Insight Type
- [Strategy and Leadership](https://www.ccma.org.uk/insights/strategy-and-leadership/)
- [Colleague Experience](https://www.ccma.org.uk/insights/colleague-experience/)
- [Customer Experience](https://www.ccma.org.uk/insights/customer-experience/)
- [Operational Excellence](https://www.ccma.org.uk/insights/operational-excellence/)
- [Innovation](https://www.ccma.org.uk/insights/innovation/)

## Insight Category
- [Insight](https://www.ccma.org.uk/insights/insight/)
- [Watch Video](https://www.ccma.org.uk/insights/watch-video/)
- [CareerTalk](https://www.ccma.org.uk/insights/careertalk/)
- [Case Study](https://www.ccma.org.uk/insights/case-study/)
- [Industry Insight](https://www.ccma.org.uk/insights/industry-insight/)

## Listing Companies
- [Network Homes](https://www.ccma.org.uk/job-companies/network-homes/)

## Event Sponsors
- [CCMA Academy](https://www.ccma.org.uk/event-sponsors/ccma-academy/)
- [Sabio](https://www.ccma.org.uk/event-sponsors/sabio/)
- [smartnumbers](https://www.ccma.org.uk/event-sponsors/smartnumbers/)
- [evaluagent](https://www.ccma.org.uk/event-sponsors/evaluagent/)
- [Ventrica](https://www.ccma.org.uk/event-sponsors/ventrica/)

## Insight Sponsors
- [Sabio](https://www.ccma.org.uk/insight-sponsors/sabio/)
- [evaluagent](https://www.ccma.org.uk/insight-sponsors/evaluagent/)
- [injixo](https://www.ccma.org.uk/insight-sponsors/injixo/)
- [smartnumbers](https://www.ccma.org.uk/insight-sponsors/smartnumbers/)
- [tkg](https://www.ccma.org.uk/insight-sponsors/tkg/)

## Event Speakers
- [Ryan Rubertazzi](https://www.ccma.org.uk/event-speakers/ryan-rubertazzi/)
- [Kirk Bradley](https://www.ccma.org.uk/event-speakers/kirk-bradley/)
- [Kate Knowles](https://www.ccma.org.uk/event-speakers/kate-knowles/)
- [Leigh Hopwood](https://www.ccma.org.uk/event-speakers/leigh-hopwood/)
- [Mel Lomax](https://www.ccma.org.uk/event-speakers/mel-lomax/)

## Academy Leaders
- [Faye Bailey](https://www.ccma.org.uk/academy-leaders/faye-bailey/)
- [Steve Woosey](https://www.ccma.org.uk/academy-leaders/steve-woosey/)
- [Rebecca Wones](https://www.ccma.org.uk/academy-leaders/rebecca-wones/)
- [Jenifer Lord](https://www.ccma.org.uk/academy-leaders/jenifer-lord/)
- [Luan Wise](https://www.ccma.org.uk/academy-leaders/luan-wise/)

## Supplier Category
- [Analytics and Insights](https://www.ccma.org.uk/supplier-category/analytics-and-insights/)
- [CCaaS](https://www.ccma.org.uk/supplier-category/ccaas/)
- [Contact Centre Technology](https://www.ccma.org.uk/supplier-category/contact-centre-technology/)
- [Quality Monitoring](https://www.ccma.org.uk/supplier-category/quality-monitoring/)
- [Workforce Management](https://www.ccma.org.uk/supplier-category/workforce-management/)

## Academy Delivery
- [Virtual](https://www.ccma.org.uk/academy-delivery/virtual/)
- [In Person](https://www.ccma.org.uk/academy-delivery/in-person/)

## Academy Format
- [Half\-Day \(3hr\)](https://www.ccma.org.uk/academy-format/half-day-3hr/)
- [Multi\-Session](https://www.ccma.org.uk/academy-format/multi-session/)
- [90 Minute](https://www.ccma.org.uk/academy-format/90-minute/)
- [Full Day](https://www.ccma.org.uk/academy-format/full-day/)

## Academy Pillar
- [Colleague Experience](https://www.ccma.org.uk/academy-pillar/colleague-experience/)
- [Strategy and Leadership](https://www.ccma.org.uk/academy-pillar/strategy-and-leadership/)
- [Customer Experience](https://www.ccma.org.uk/academy-pillar/customer-experience/)
- [Operational Excellence](https://www.ccma.org.uk/academy-pillar/operational-excellence/)

## Academy Theme
- [Be Human](https://www.ccma.org.uk/academy-theme/be-human/)
- [Be Knowledgeable](https://www.ccma.org.uk/academy-theme/be-knowledgeable/)

## Academy Featured
- [Featured](https://www.ccma.org.uk/academy-featured/featured/)

## Event Featured
- [Event Featured](https://www.ccma.org.uk/event-featured/event-featured/)

## Insight Authors
- [Chris Ward](https://www.ccma.org.uk/insight-author/chris-ward/)
- [Leigh Hopwood](https://www.ccma.org.uk/insight-author/leigh-hopwood/)
- [Stephane Rivard](https://www.ccma.org.uk/insight-author/stephane-rivard/)
- [Paul Milloy](https://www.ccma.org.uk/insight-author/paul-milloy/)
- [Alistair Niederer](https://www.ccma.org.uk/insight-author/alistair-niederer/)

## Optional
- [Sitemap index](https://www.ccma.org.uk/sitemap_index.xml)