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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
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
Find out more
Monthly Drop-In Session – October
These Monthly Member Drop-In sessions are designed to help you get the most from your membership.
Wed 14 Oct 2026
09:30 - 10:30
Online
Find out more
Best Practice Visit to LifeSearch
Discover how LifeSearch transformed inclusion from a strategic ambition into something colleagues experience every day.
Thu 15 Oct 2026
09:30 - 12:30
LifeSearch, Leeds
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CCMA Contact Centre Innovation Summit
Discover how AI, customer journey redesign, and strategic investments can drive measurable business impact.
Wed 21 Oct 2026
10:30 - 15:30
Hotel Voco, Manchester
Find out more
Coaching for Performance – Creating Teams That Consistently Excel
Explore how effective coaching, clear development and strong leadership can build high-performing teams, grow confidence and develop leaders
Tue 27 Oct 2026
12:00 - 13:00
Online
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
43 minute listen
Unlocking Potential in the Contact Centre
Lisa Dolan, Regional VP for Employee Experience at TP discusses how to engage young people on the opportunities that a career in contact centres can bring.
Colleague Experience Strategy and Leadership
Read more
5 minute read
How Do You Motivate the Teams of the Future?
What motivates a contact centre employee in 2030 may look very different from what motivated them a decade ago, but positive leadership will remain fundamentally important.
Colleague Experience Strategy and Leadership
Read more
49 minute listen
CareerTalk with Anthony Hinchliffe, Ant Marketing
CEO of Ant Marketing, Anthony Hinchliffe joins Leigh to discuss how contact centres have changed and some of his secrets about building a successful business in our sector.
Customer Experience Strategy and Leadership
Read more
4 minute read
Marketing and the Contact Centre – Where Brand Becomes Reality
Customers don't experience marketing and contact centres separately, they experience a brand. So why do these two vital components of business so often operate in silo?
Customer Experience Strategy and Leadership
Read more
4 minute read
Skills Development – Why Compassion is as Important as Empathy
There is a growing need to prioritise and recognise the ‘human skillset’, as AI takes away routine and monotonous tasks from many workplaces.
Colleague Experience Strategy and Leadership
Read more
4 minute read
AI is Having a Major Impact on Complaint Handling – How Should You Respond?
A sharp rise in the use of generative AI for writing formal complaints leaves many contact centres and complaints handling teams trying to establish new processes for managing the volume.
Colleague Experience Customer Experience Innovation
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.
AI Leadership Programme
AI is already changing customer contact, but technology alone won't create value. This programme gives you a practical framework to assess readiness, make informed decisions and lead successful AI adoption across your contact centre.  
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AI Leadership: Customer Experience
Not every customer interaction should be automated. During this interactive learning experience, learn how to design customer journeys that balance efficiency, empathy and effective AI-human collaboration.  
Find out more
Online
AI Leadership: Governance
Successful AI adoption requires more than technology controls. During this interactive learning experience, learn how to establish governance that protects customers and your business, supports innovation and creates confidence across your organisation.  
Find out more
AI Leadership: Operational Redesign
AI doesn't simply automate existing processes. It changes how work flows across the contact centre. During this interactive learning experience, learn how to redesign operations, decision-making and customer resolution for a new era of service delivery.
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AI Leadership: Workforce Transformation
AI changes more than technology. It changes work itself. During this interactive learning experience, learn how AI may impact roles in your operation and how to guide your people through workforce transformation with confidence, clarity and trust.
Find out more
Build Frontline EQ and Resilience
Help your frontline colleagues strengthen emotional intelligence, build resilience and develop the self-awareness to stay focused, adaptable and effective in challenging customer interactions.
Find out more
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Apply Here
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
    5th Floor
    16 Great Queen Street
    Covent Garden
    London
    WC2B 5DG
  • CCMA LinkedIn
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