Contact

Virtual Learning

Live learning online with a real trainer
View Courses

Learning Together Whilst Growing Your Network

Unlock your potential with our Virtual Learning, where our short courses are designed to boost your knowledge and capability in a supportive and engaging environment. Get the CCMA Experience with interactive sessions led by expert trainers, allowing you to connect with industry peers and grow together.

You’ll engage in dynamic discussions, share insights, and participate in practical activities that make learning both enjoyable and effective. To ensure you get the most out of your training, each course includes a short assessment to help embed the learning. Upon completion, you’ll receive a digital certificate, proudly CCMA Accredited, to showcase your new skills and achievements.

Explore our role-specific courses below and get ready to elevate your skills with the CCMA Experience.

Available Courses

Search by Keyword

Search by Keyword

Select a Course Type

Select a Course Type

Select a Topic

Select a Topic

Find a Virtual Course

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.
Find out more
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.
Find out more
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
Leading for High Performance
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.
Find out more
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
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.
Find out more
Online
Mastering the Art of Feedback
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.
Find out more
Online
Quality Assurance
This course introduces QA foundations to create consistent, fair, insight‑led evaluations that strengthen performance rather than simply measure it.
Find out more
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.
Find out more
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.
Find out more
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
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.

Quick Links

Resources

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
Privacy Policy Website Terms and Conditions