Building a Culture for Innovation

Learning Level: Manager

Format: Half-Day (3hr)

Delivery: Virtual

Innovation is not about a handful of creative people having great ideas. It’s about creating the conditions where everyone feels confident to contribute, experiment and improve. This course shows you how to build a culture where innovation thrives and people actively seek better ways of working.

Standing still isn’t an option in the world of contact centres today. Organisations that encourage innovation are better equipped to solve problems, take advantage of opportunities, improve experiences and adapt to changing customer expectations. Yet many teams struggle because people are afraid of failure, lack the confidence to share ideas or simply don’t feel heard.

This practical course explores how leaders can create a climate of success where innovation becomes part of everyday thinking rather than an occasional initiative. You’ll learn how culture shapes creativity, what prevents innovation from flourishing and how to remove common barriers that limit fresh ideas.

Using a coaching-driven, human-centred approach, you’ll discover techniques that encourage curiosity, collaboration and accountability. The course focuses on how you show up every day as a leader, helping you create psychological safety, build trust and engage your people in meaningful improvement.

Designed for contact centre leaderslooking to influence positive change, this interactive course combines discussion, reflection and practical tools that can be applied immediately. Whether you’re leading a contact centre team, supporting transformation or looking to strengthen engagement, you’ll leave with a structured approach that helps innovation become embedded across your culture.

Course content

Understanding innovation culture Explore the characteristics of environments where innovation naturally flourishes every day.

Barriers to innovation Identify behaviours, beliefs and structures that limit creative thinking.

Psychological safety Create trust that encourages people to contribute ideas confidently.

Leadership for innovation Demonstrate behaviours that inspire curiosity, ownership and continuous improvement.

Encouraging experimentation Learn how to support testing, learning and responsible risk-taking.

Collaborative problem solving Harness diverse perspectives to generate stronger ideas and solutions.

Idea management processes Capture, evaluate and implement ideas that deliver meaningful outcomes.

Recognition and motivation Reinforce innovative behaviours through feedback, celebration and support.

Embedding innovation habits Create routines that sustain momentum beyond initial enthusiasm.

Measures of success Track progress using meaningful indicators that demonstrate cultural growth.

Learning outcomes

Create conditions that encourage innovation and continuous improvement across your team

Identify cultural barriers that prevent people from sharing ideas and taking initiative

Build psychological safety that encourages experimentation, learning and calculated risk-taking

Use human-centred leadership approaches to inspire creativity and engagement consistently

Encourage collaborative problem solving that generates practical and sustainable improvements

Develop systems that recognise, capture and implement innovative ideas effectively

Measure cultural progress and sustain innovation through visible leadership practices

Enquire here

Who should attend?

Contact centre leaders looking to encourage fresh thinking and continuous improvement in their operation.

What will you learn?

Create an environment where innovation becomes everyday behaviour.

How much is it?

£375 Members receive a 20% discount

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

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.

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

Reg No: 5799326