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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

CCMA Contact Centre Strategy Summit

Explore how to balance cost, experience and risk, turning contact centres into strategic assets that protect trust, performance and value.
Tue 14 Jul 2026
10:00 - 15:30
Hotel Voco, Manchester
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Upcoming Events

Connect with industry leaders and stay informed about the latest opportunities
Customer Retention – Avoiding the Leaky Bucket
Explore how data-driven retention strategies enhance loyalty, inform decisions, and create long-term value in contact centre operations.
Mon 13 Jul 2026
12:00 - 13:00
Online
Find out more
CCMA Contact Centre Strategy Summit
Explore how to balance cost, experience and risk, turning contact centres into strategic assets that protect trust, performance and value.
Tue 14 Jul 2026
10:00 - 15:30
Hotel Voco, Manchester
Find out more
How do I coach rather than fix when my team is stuck?
Join this session to learn how to shift from a “fixing” mindset to a coaching approach that builds capability and confidence.
Wed 15 Jul 2026
12:00 - 12:30
Teams
Find out more
Monthly Drop-In Session – July
These Monthly Member Drop-In sessions are designed to help you get the most from your membership.
Thu 16 Jul 2026
09:30 - 10:30
Online
Find out more
Creating Fair Opportunities to Progress
Explore why advancing equity in progression and leadership is about far more than policies and good intentions.
Tue 21 Jul 2026
12:00 - 13:00
Online
Find out more
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
Find out more
View All Events

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
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
47 minute listen
CareerTalk with Graham Swanton
With a career spanning customer operations and service improvement in the social housing sector, Graham has progressed through a range of roles, building both frontline and strategic experience along the way.
Colleague Experience Customer Experience
Read more
36 minute listen
Will Governmental Change Mean Change to Employment Law?
Chris is joined by renowned employment law and HR expert Kate Palmer to discuss the latest updates from the Employment Rights Act 2025, and what to prepare for in the coming months.
Colleague Experience
Read more
5 minute read
Supporting Your Contact Centre Teams During Hot Weather
With summer temperatures continuing to rise, contact centre environments – whether office-based or at home – can quickly become uncomfortable and, at times, unsafe.
Colleague Experience
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4 minute read
BPO Relationships Must Start with Questions, Not Solutions
Organisations are increasingly reframing the contact centre outsourcing process to ask - what can outsourcing deliver us?
Operational Excellence
Read more
View All Insights

Training Courses

Keep you and your team's knowledge and skills up-to-date with industry-leading courses from seasoned professionals.
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
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
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.
Find out more
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.
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
    2nd Floor, Regis House
    45 King William Street
    London EC4R 9AN
  • CCMA LinkedIn
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