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Join The UK's Largest Community of Contact Centre Professionals

Connect with industry leaders, access world-class training, and advance your career in the contact centre industry
Join Us
Discover CCMA

Join The UK's Largest Community of Contact Centre Professionals

Connect with industry leaders, access world-class training, and advance your career in the contact centre industry
Join Us
Discover CCMA

Inspire.

Innovate.

Together.

For over 30 years, contact centre professionals have benefited from being part of the growing CCMA community. We bring industry leaders together to share best practice and to grow their own network of peers. We give them the tools and insights to make a difference in their operation to support customers and colleagues to deliver business success. And of course, we celebrate our industry and what it is achieving every day.

Why don't you join us. Together we can make a real difference.

Sharing Best Practice

We bring industry leaders together to share insights, exchange ideas, and grow their network of peers.

Tools for Success

We give leaders the tools and insights to make a difference in their operations and deliver business success.

Celebrating Excellence

We celebrate our industry and the incredible achievements of contact centre professionals every day.

Join Our Community

Together we can make a real difference. Become part of the UK's leading contact centre community.

Membership

Join the UK's largest community of contact centre professionals and unlock exclusive benefits.
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Academy

Access world-class training programs designed for contact centre professionals at every level.
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Events

Connect with industry leaders at conferences, workshops, and networking opportunities.
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Accreditation

Validate your expertise with industry-recognized qualifications and certifications.
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FEATURED EVENT

UK National Contact Centre Conference

Meet award‑winning professionals, explore new technology, and connect with potential partners.
Tue 29 Sep 2026
08:00 - 18:00
QEII, Westminster, London
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Upcoming Events

Connect with industry leaders and stay informed about the latest opportunities
Monthly Drop-In Session – August
These Monthly Member Drop-In sessions are designed to help you get the most from your membership.
Thu 20 Aug 2026
09:30 - 10:30
Online
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From Quality Assurance to Quality Culture
Explore how shifting from quality assurance to a culture of quality can strengthen teams, improve outcomes and make continuous improvement.
Mon 24 Aug 2026
12:00 - 13:00
Online
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How do I give feedback that leads to change, not defensiveness?
Join this session to learn how to approach feedback conversations with clarity and empathy, even when emotions are involved.
Tue 25 Aug 2026
12:00 - 12:30
Teams
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Beyond Resolution – Turning Complaints into Catalysts for Change
Explore how transforming complaints into opportunities for improvement can strengthen customer trust, empower colleagues & drive meaningful.
Tue 8 Sep 2026
12:00 - 13:00
Online
Find out more
Monthly Drop-In Session – September
These Monthly Member Drop-In sessions are designed to help you get the most from your membership.
Fri 18 Sep 2026
09:30 - 10:30
Online
Find out more
Best Practice Visit to Dojo
Discover how Dojo built a connected learning ecosystem that accelerates development, supports career mobility and unlocks employee growth.
Wed 23 Sep 2026
09:30 - 12:30
Dojo, Bristol
Find out more
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What Our Members Say

Hear from CCMA members about the value of being part of the community

Alison Heap

Customer Service Manager, United Utilities

Phil Quickenden

Head of Customer & Registration Services, London Borough of Camden

Sabina Onwuka

Head of Customer Services, London Borough of Barking and Dagenham

John Forster

Head of Contact Centre Operations, Specsavers
View Member Benefits

Latest Insights

Stay ahead with industry research, best practices, and expert analysis
5 minute read
Chatbots or Humans? What the Data Says About Customer Preferences
The CCMA's Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations research highlights that context is key when it comes to the question 'chatbots or humans?'
Customer Experience Operational Excellence
Read more
3 minute read
Trade Union Changes Are Coming – How to Prepare Your Contact Centre
From 30 October 2026, two important changes to trade union law must be adhered to, as part of the continual integration of the UK's Employment Rights Act 2025.
Colleague Experience Operational Excellence
Read more
36 minute listen
Is Customer Service Getting Better or Worse?
Stephen Yap is joined by Zoom's Ben Neo to pick through the findings from the CCMA's latest Voice of the Contact Centre Consumer research.
Customer Experience Strategy and Leadership
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44 minute listen
CareerTalk with Sandrea Morgan
With over two decades of experience across customer service, outsourcing and customer experience, Sandrea shares the journey that has shaped her career and leadership style.
Colleague Experience Operational Excellence
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28 minute listen
Why Your Organisation Should Enter The ECCCSAs
We turn the spotlight onto one of the most important dates in the European customer contact calendar - the European Contact Centre and Customer Service Awards, better known as the ECCCSAs.
Colleague Experience Innovation
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2 minute read
Infographic: Voice of the Contact Centre Consumer 2026
An infographic visualising the key findings from the Voice of the Contact Centre Consumer 2026 report.
Customer Experience
Read more
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Training Courses

Keep you and your team's knowledge and skills up-to-date with industry-leading courses from seasoned professionals.
Online
Build Trust and Improve Team Performance
When trust is strong, performance follows. This course equips you to build trust intentionally, transforming everyday coaching conversations into powerful moments that drive engagement, accountability and measurable team success.
Find out more
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
Communicate Effectively with Every Customer
Every customer is different. Learn how to flex your communication style to create clearer, more effective conversations that build trust, reduce friction and deliver better outcomes in every contact centre interaction.
Find out more
Online
Confident Feedback Conversations
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
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
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
View All Courses
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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Contact Us

  • 0333 939 9964
  • info@ccma.org.uk
  • CCMA Ventures Limited
    5th Floor
    16 Great Queen Street
    Covent Garden
    London
    WC2B 5DG
  • CCMA LinkedIn
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