Leading with Impact

Learning Level: Manager

Format: Half-Day (3hr)

Delivery: Virtual

Your impact as a leader is felt in every interaction. This course helps you understand how you show up, close the gap between intent and reality, and create a consistent, high-performing contact centre environment.

In a contact centre, leadership is immediate and visible. Your words, behaviours and presence shape how your team feels, performs and engages every day. Many leaders operate with positive intent without truly understanding the experience they create for others.

When expectations are unclear or communication feels inconsistent, teams can lose direction. Performance becomes uneven, accountability slips, and engagement drops. This course helps you step back and see your leadership through the eyes of your team, revealing where confusion or mixed messages may be holding results back.

You will explore how your behaviour influences trust, clarity and accountability. Through a coaching driven, human-centred approach, you will uncover the gap between what you intend and what your team actually experiences. More importantly, you will learn how to close that gap in real time.

This is a practical, insight led course focused on application. You will leave with a clear view on how you show up every day, with simple behavioural shifts that immediately improve team performance, consistency and engagement.

Course content

Leadership self-awareness Build insight into how your behaviours are experienced across the team

Intent versus impact Explore the gap between what you mean and what people feel

Team experience mapping Identify how your leadership shapes clarity, consistency and engagement levels

Trust building behaviours Understand actions that strengthen or weaken trust across your team

Clarity and expectations Learn how to remove ambiguity and create consistent direction daily

Accountability in action Create a culture of ownership through clear and confident leadership behaviours

Communication that lands Improve how you deliver messages so they drive understanding and action

Real time adjustment Practise adapting your approach in the moment to improve outcomes instantly

Consistent leadership presence Strengthen how you show up to create stability and confidence for others

Personal impact plan Define practical behaviour changes that improve results immediately

Learning outcomes

Understand how your leadership style is currently experienced by your team day to day

Identify gaps between your intent and team experience that impact performance outcomes

Recognise behaviours that consistently build trust, clarity, accountability and stronger team engagement

Develop awareness of how your communication creates consistency or confusion within the team

Adjust your leadership approach in real time to improve team experience and performance quickly

Define clear behavioural changes that create measurable impact across your contact centre environment

Who should attend?

Leaders wanting to improve team experience through daily behaviours

What will you learn?

Lead with clarity, consistency and measurable impact every day

How much is it?

£375 +VAT, Members receive a 20% discount

Format Info

3 hour online workshop, using Zoom

Find out more

Complete this form to find out more or reserve your place

Enquire

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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0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
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Reg No: 5799326