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Learning for You and Your Team

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 the CCMA to support, guide and elevate your contact centre performance. The 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. We aim to embed the learning every time.

You’ll learn from people who’ve done the job. Every course is created and delivered by experienced trainers, with CCMA-accredited facilitators bringing 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?

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 Suit 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.

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

Part of our offering is bespoke training. Through a health and diagnostic check, we ensure every learning intervention is aligned with your strategy, your culture and your goals. We ask the right questions.

  • What would success look like and how will we measure it?
  • What is currently happening that suggests there is a learning gap?
  • Is the gap related to knowledge, skills, mindset, behaviours or a combination?
  • What are your high performers doing differently?
  • What could stop the learning intervention from being a success?
  • How will the training align with your culture and values?
  • How will the learning be embedded and reinforced, post-intervention?

Once we’re equipped with the answers we need, we build a programme to make it happen. Contact us to find out more. 

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A Learning Ecosystem

When you train with the CCMA Academy, you’re tapping 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.
FEATURED COURSE

Introduction to Forecasting and Resource Planning

Learning Level: Specialist
Format: Multi-Session
Delivery: Virtual
Online
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.
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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Available Courses

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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
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
2-day immersive in-person experience in 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.
Find out more
Seven days with coaching delivered in-person over 3-6 months
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.
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2-day immersive in-person experience
Contact Centre Strategic Leadership Behaviours 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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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.
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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
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.
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Online
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
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.
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.

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  • info@ccma.org.uk
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    45 King William Street
    London EC4R 9AN
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