Mastering Employee Engagement

Learning Level: Manager

Format: Half-Day (3hr)

Delivery: Virtual

Employee engagement doesn’t happen by accident. This course gives you the tools, mindset and practical techniques to create a team environment where people feel supported, valued and inspired to perform at their best.

Engaged employees bring energy, commitment and purpose to their work. Yet many organisations struggle with low motivation, declining morale and limited ownership. When people feel disconnected, performance, customer experience and retention all suffer.

This course explores what truly drives engagement and how you can influence it through your leadership mindset, behaviours and everyday actions. You’ll discover why engagement is about more than surveys and incentives, and learn how to create meaningful connections that inspire people to contribute their best work.

Using a coaching-driven, human-centred approach, you’ll learn practical strategies to build trust, increase accountability and strengthen team relationships. The course examines how autonomy, mastery and purpose influence motivation, helping you move beyond metrics and create a climate of success where individuals and teams can thrive.

Designed for anyone who wants to inspire greater commitment and performance, this interactive course provides practical tools that can be applied immediately within any workplace, including the fast-paced contact centre environment. Through discussion, reflection and real-world application, you’ll leave with a clear blueprint for success and a deeper understanding of how you show up every day as a leader who can truly engage your people.

Course content

Understanding engagement Explore what engagement means and why it directly impacts organisational success.

Drivers of motivation Examine autonomy, mastery and purpose as foundations of employee commitment.

Building trust Learn behaviours that strengthen credibility, consistency and authentic workplace relationships.

Leadership impact Understand how you show up every day influences engagement levels.

Coaching conversations Use coaching techniques to engage your people through meaningful dialogue.

Culture of accountability Create clear expectations that encourage ownership and personal responsibility.

Recognition that matters Discover how meaningful appreciation influences motivation and performance sustainably.

Employee voice Encourage involvement through listening, feedback and collaborative decision making.

Overcoming barriers Identify common engagement challenges and practical solutions that deliver results.

Measures of success Track engagement indicators and evaluate the impact of your actions.

Learning outcomes

Identify the key drivers that influence sustainable employee engagement and motivation

Build trust through consistent leadership behaviours that strengthen workplace relationships daily

Create greater ownership by encouraging accountability, autonomy and meaningful contribution

Recognise engagement barriers and implement practical strategies to improve team commitment

Apply coaching techniques that support growth, confidence and individual performance improvement

Foster a positive culture where people feel valued, respected and supported

Measure engagement effectively and connect outcomes to business and customer success

Enquire here

Who should attend?

Contact centre professionals looking to engage, motivate and retain people.

What will you learn?

Create an environment where people feel motivated and committed.

How much is it?

£375 +VAT. 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.

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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