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Practical learning you can put into action
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CCMA Academy Virtual Learning provides focused, interactive learning designed specifically for contact centre professionals. Most courses are delivered live in three-hour sessions, making it easier to fit development around the working day. Each course is designed to build your knowledge, capability and confidence in the skills required for your role.

You'll learn how to put new skills and techniques into practice, with experienced industry facilitators using real-world scenarios, discussion and practical activities to bring the learning to life.

The live, interactive format also creates opportunities to share experiences, hear different perspectives and learn from others facing similar challenges.

Every virtual course is CCMA-accredited and includes a short assessment to validate your learning. You'll also receive a digital certificate on successful completion.

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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
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.
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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.
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Online
Handling Customer Emotions with Confidence and Empathy
When emotions run high, every conversation matters. This course gives you the confidence and practical skills to respond with empathy, reduce escalation and create better outcomes in every contact.
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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.
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Online
Lead with Emotional Intelligence to Improve Team Performance
In high pressure contact centres, how you show up matters. This course helps you harness emotional intelligence to lead with consistency, build trust and create a climate where performance and people thrive together.
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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.
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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
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.
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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.
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Online
Write Clear, Professional Emails That Get Results
Every email shapes the customer experience. This practical course shows you how to write clear, professional emails that get results first time and reduce unnecessary back and forth.
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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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