Many contact centre leaders coach others but feel unsure where to start, what to say, or how to handle challenging moments. This course tackles that uncertainty head-on, giving you a simple, practical framework to guide conversations and build trust quickly. You’ll learn how to listen deeply, ask powerful questions, and create the space for others to think, reflect, and take ownership.

Coaching is one of the most effective ways to develop people, improve performance and build confidence, yet many individuals are expected to coach others without receiving any formal guidance. As a result, conversations can become focused on giving advice rather than helping people think for themselves, solve problems and take ownership of their actions.

Through interactive practice and real-world scenarios, you’ll develop your own authentic coaching style. Using a simple coaching framework, you’ll learn how to build trust, listen actively and ask powerful questions that encourage reflection, insight and accountability.

Whether you’re supporting colleagues, clients, or peers, you’ll leave with practical tools that you can use straight away have lead more effective conversations. You’ll also have greater confidence in your coaching style, with improved communications skills so that you can help people find their own solutions, overcome challenges and achieve better outcomes.

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.