Previous events

L&Q Housing Member Visit, Sidcup

5th December 2017

The good practice topic for this visit is:'Deploying an effective homeworking programme’ L&Q Housing own or m... [Read More]

Parseq Member Visit, Glasgow

21st November 2017

The good practice topic for this visit is: 'An agile approach to delivering change’ Parseq are an outsourcer with... [Read More]

2017 UK National Contact Centre Conference

8th November 2017

Our annual conference takes place 8th November 2017 at The British Library in London. This full day event is... [Read More]

Direct Line Group Member Visit, Leeds

18th October 2017

Directline Group is one of the largest personal lines insurance companies in the UK, and employs over 10,000 people acro... [Read More]

Complaints Management Special Interest Group

11th October 2017

This half day seminar will focus on ‘Root Cause Analysis' for complaints managers Case study presentations includ... [Read More]

Geoffrey Insurance Member Visit, Whitstable

28th September 2017

The good practice topic for this visit is: ‘Maintaining colleague engagement in a fast moving, innovative environm... [Read More]

Q3 Member Seminar Employee Engagement

27th September 2017

This half day seminar will focus on exploring the key drivers of employee engagement. In addition to sharing case studi... [Read More]

Member discount at AI and Robotics Conference

14th September 2017

Your ticket to all the AI information you need AI & Robotics THE MAIN EVENT provides exclusive insights into t... [Read More]

Screwfix Member Visit, Yeovil

16th August 2017

The good practice topic for this visit is: ‘Easy to work for’ Many organisations measure ‘Customer Ef... [Read More]

Member visit to LEGO, Slough NOW FULLY BOOKED

18th July 2017

The Contact Centre Team based in Slough recently won the award for European Contact Centre of the Year. Join us at this... [Read More]

The Impact of GDPR on Contact Centres

28th June 2017

We are leaving the European Union (EU) but some EU law will carry on, with significant consequences for our industry. On... [Read More]

Affinity Water Member Visit, Hatfield

8th June 2017

The good practice topic for this visit is: We’re changing the culture to a more customer-centric business Affinit... [Read More]

Q2 Member Seminar Homeworking and Social Media Success stories

16th May 2017

Our Q2 Seminar takes place in London on the afternoon of 16th May and places are free to attend for CCMA members and inv... [Read More]

BUPA Member Visit, Salford NOW FULLY BOOKED

11th May 2017

The good practice topic for this visit is: Flexible working in action Bupa’s purpose is to help people have longe... [Read More]

AXA PPP Member Visit, Tunbridge Wells

26th April 2017

The good practice topic for this visit is: Effective culture change within a large organisation  AXA PPP healthcar... [Read More]

Your invite to Customer Contact Week Europe

20th March 2017

Your invite to Customer Contact Week Europe 20th-22nd March 2017 | London, UK The legendary CCW show is arriving in Lo... [Read More]

Moneypenny Member Visit, Wrexham

15th March 2017

Moneypenny have grown to become one of the largest telephone answering services and pride the secret of their success on... [Read More]

Q1 Member Seminar, A View from the Top!

21st February 2017

Join us at UBMs fabulous premises on Londons Southbank with breathtaking views over the River Thames to hear from organi... [Read More]

The AA Member Visit, Newcastle

8th February 2017

The focus for this good practice visit is 'Customer Retention' The AA in Newcastle is home to 400 colleagues handling G... [Read More]

Coop Food Member Visit, Manchester

25th January 2017

The theme for this visit is: ‘Raising the profile of the contact centre within your business’ At the start ... [Read More]

British Gas Member Visit, Leeds

8th December 2016

The ‘good practice’ topic for this member event is: ‘Capturing, Resolving and Learning from Complaints... [Read More]

Rentalcars Member Visit, Manchester

30th November 2016

Rental are the worlds largest online car rental service, working with over 800 companies access 162 countries. ... [Read More]

Q4 Seminar Great places to work!

21st November 2016

Our half day seminar introduces you to three organisations who have been shortlisted for the (ECCCSA) European Contact C... [Read More]

UK National Contact Centre Conference 2016

3rd November 2016

Our annual conference will be held at The British Library in London. This year our conference programme focuses on... [Read More]

Barclaycard Member Visit, Northampton

26th October 2016

This 70 seat contact centre handles both Inbound/outbound sales and retention contacts. Darren Gibbins won the award for... [Read More]

Sky UK Member Visit, Livingstone, now FULLY BOOKED

22nd September 2016

Sky is Europe’s leading entertainment company. The group serves 21 million customers across five countries: Italy,... [Read More]

Q3 Member Seminar 'Capturing, resolving and learning from complaints'

14th September 2016

'Capturing, resolving and learning from complaints' – Half Day Seminar, London This half day seminar will focus o... [Read More]

OVO Energy Member Visit, Bristol

12th July 2016

The Team at OVO recently won the Award for ‘Team of the Year’ at the UK National Contact Centre Awards. At s... [Read More]

More Than, Liverpool

28th June 2016

More than are part of the RSA Group. The RSA is one of the UK’s largest general insurance companies and were recen... [Read More]

Contact Centre Fraud – The Facts. How fraud may be impacting your business.

21st June 2016

Contact Centre fraud is not new, however with the increase in proactive, assisted and self-service it has now become the... [Read More]

Barclays Bank member visit, Sunderland

24th May 2016

Barclays bank provides services for over 48 Million customers worldwide. The contact centre is home to over 1500 employe... [Read More]

Q2 Member Seminar 'Improving Operational Efficiencies'

18th May 2016

Contact Centre Leaders are always under pressure to reduce operating costs. Often this ‘business improvements&rsqu... [Read More]

Stellar Europe, Great Game of business Day

27th April 2016

Stellar Europe would like to invite you to join them to see why they have recently been awarded the Great... [Read More]

Intelligent Assistants Conference London

26th April 2016

Intelligent Assistants Conference 
April 26-27, 2016 | London Helping humans harness the power of virtual assista... [Read More]

Endsleigh Insurance member visit

20th April 2016

Endsleigh Insurance contact centre in Burnley is home to over 200 colleagues handling sales and service insurance enquir... [Read More]

Conversocial Webinar 'How Hyatt Utilizes Facebook Messenger to Serve their Social Customers'

23rd March 2016

Learn more about the future and vision of Facebook Messenger, directly from a member of the Facebook team. Hear from Hya... [Read More]

Contact Centre Futures 2016 and Beyond

17th March 2016

Join the Sabio Team on Thursday March 17th, for the 'Avaya Contact Centre Futures - 2016 and Beyond' event at Great John... [Read More]

Tesco Bank member visit, Glasgow

16th March 2016

Tesco Bank was launched in 2008 and provides general insurance cover for 1.8 million customers in the UK. The Glasgow co... [Read More]

Q1 Seminar Implementing social media

23rd February 2016

Our Q1 seminar takes place in Leeds This half day seminar will focus on social media in contact centres and will includ... [Read More]

Close Brothers Premium Finance Member visit, Wimbledon

9th December 2015

Overview of the member organisation: Close Brothers is a leading UK merchant banking group, providing lending, deposit ... [Read More]

National Car Parks Member Visit, Manchester

25th November 2015

Overview of the member organisation: NCP are passionate about parking services; established in 1931, they are at the fo... [Read More]

UK National Contact Centre Conference 2015

12th November 2015

Our annual conference takes place at The British Library in London  - places are free for CCMA members. Please book... [Read More]

Sage UK Member Visit, Newcastle FULLY BOOKED

29th October 2015

Overview of the Organisation: Sage are the leading supplier of business software/services to 6.1m customers with innovat... [Read More]

Nexidia Workshop: Everything You've Wanted To Know About Speech Analytics

6th October 2015

This is a half-day introductory workshop into how a speech analytics solution can deliver tangible business benefit from... [Read More]

People in a digital world Seminar

30th September 2015

Digital Disruption Demands Action – how can you empower and optimise your next generation workforce in this time o... [Read More]

Customer Contact Expo

30th September 2015

As Europe's no.1 exhibition and conference, Customer Contact Expo is the must attend event for contact centre and custom... [Read More]

Webhelp UK best practice visit

21st September 2015

Overview of the member organisation: Webhelp UK is a strategic business partner to many of Britain's well known compani... [Read More]

Improving Customer Experience Through Contact Centre Transformation

16th September 2015

Wednesday 16th September 2015, Royal College of Physicians, Central London, 08:45 - 16:00. Improving customer contact c... [Read More]

Making analytics work in a small contact centre

9th September 2015

Wednesday 9th September London – Venue TBC Do you run a small contact centre? Do you think speech analytics is ... [Read More]

Summer School Webinars

20th August 2015

It's the holiday season, is the office a little quieter? Do you have a bit more time to catch up on things?   Why... [Read More]

Member visit to BUPA Salford Quays

2nd July 2015

Bupa’s purpose is to help people have longer, healthier, happier lives.They do this by providing a broad range of ... [Read More]

Enterprise Rent a Car member visit, Egham, Surrey

23rd June 2015

Enterprise Rent a Car have been operating in the UK since 1994. They chose to transfer the majority of their operation t... [Read More]

Transforming Customer Contact

18th June 2015

With a fantastic range of industry speakers and demonstrations, Sabio's Transforming Customer Contact Conference will he... [Read More]

Action Fraud the UKs National Fraud and Cybercrime Reporting Centre Manchester

12th May 2015

With fraud and cybercrime on the rise and the reporting of offences at an all time high, the focus is on forces to comba... [Read More]

Best Practice Visit to Bedford Housing Association FULLY BOOKED

30th April 2015

BPHA own around 17,000 homes concentrated in Bedfordshire and the surrounding counties – Buckinghamshire, Cambridg... [Read More]

Intelecom Customer Experience Conference 22 April 2015

22nd April 2015

Intelecom is pleased to invite you to its annual Get Connected event where you can learn from the experts who have achie... [Read More]

Best Practice Visit to Neopost in Romford

17th February 2015

Neopost in Romford is home to 150 call handlers handling enquiries from business customers. Hear from Charmaine Vallanc... [Read More]

50% Member discount at regional events

29th January 2015

A series of regionalised Roadshows is being launched during 2015 by – run by contact centre pr... [Read More]

CCMA member discount at SOCAPiE Annual Conference

26th January 2015

We are delighted to confirm that CCMA members are entitled to the discounted rate of £250 (that’s £50 ... [Read More]

Two day training event Delivering Social Customer Service

21st January 2015

 This 2 day Masterclass will help you design your social customer service strategy and define your roadmap to excel... [Read More]

Best Practice visit to British Gas West Midlands

20th January 2015

British Gas collected two Gold and two Silver awards at the 2014 UK National Contact Centre Awards. Come along and ... [Read More]

Plantronics breakfast meetings

13th January 2015

Plantronics The Way Ahead Tour gives you the opportunity to hear from the industry’s market leader on de... [Read More]

Best Practice Visit to L&Q Housing in Sidcup

10th December 2014

L&Q Housing own or manage over 70,000 homes in London and the South East and is supported by their contact centre op... [Read More]

Customer Engagement Summit 2014

28th November 2014

Complimentary invitation for CCMA members to attend the Customer Engagement Summit, 28th November, London CCMA members ... [Read More]

BT in Accrington. Meet the CCMA Business Improvements Manager of the Year

20th November 2014

Gemma Holden won the award for Business Improvements Manager of the year at the UK National Contact Centre Awards and wi... [Read More]

The UK National Contact Centre Conference takes place at the British Library London

4th November 2014

Our annual conference, which is free to members, will be held on 4th November at the British Library in London. This wa... [Read More]

UK National Contact Centre Conference London

4th November 2014

Our annual conference, which is free to members, will be held on 4th November at the British Library in London. This wa... [Read More]

Member visit to Conduit Cardiff

15th October 2014

The team at Conduit have gone through a significant culture change over the last few years, including a complete review ... [Read More]

5th Annual Customer Experience Management Summit

7th October 2014

The 5th Annual Customer Experience Management Summit will examine the effect of market turbulences and challenges on cus... [Read More]

Member Visit to Tesco Bank (insurance) Newcastle upon Tyne FULLY BOOKED

10th September 2014

Come along to this event to meet Michael Sherwood who recently won the Customer Experience Champion of the Year at the U... [Read More]

An Introduction to forecasting and planning one day event

11th July 2014

An introduction to contact centre forecasting and planning Location - cct venues, 137 aldersgate street, barbican, Lond... [Read More]

Member visit to Learn Direct Leicester

3rd July 2014

learndirect is the UK’s largest provider of skills, training and employment services. They’ve helped mi... [Read More]

Contact Centre Excellence Summit

1st July 2014

The Contact Centre Excellence Summit focuses on the key strategic elements needed to create a multi channel centre that ... [Read More]

Iceland Chester FULLY BOOKED

26th June 2014

Iceland Foods was named the Best Big Company to work for in the UK, reclaiming the title it first won in 2012. The conta... [Read More]

Lebara London

16th May 2014

This event is now fully booked. Lebara are a multi award winning contact centre operation, who are passionate about cre... [Read More]

Contact Centre Skills and Knowledge of the Future Half Day Seminar

15th May 2014

This seminar will focus on understanding the skills that our people will need going forward. We will be covering ho... [Read More]

Drugs at Work conference London

24th April 2014

Bid to help UK firms combat workplace drugs hazard A global health business has teamed up with a host of leading UK exp... [Read More]

Contact Centre Technologies Masterclass Manchester

5th March 2014

Contact Centre Managers don’t always have a good understanding of how the technologies in their operation sup... [Read More]

Connected Business Expo

4th March 2014

Today’s contact centres are inundated with software, ranging from CRM databases and workforce management tools, th... [Read More]

Hermes Europe in Leeds Meet the CCMA 2013 Call Centre Manager of the Year THIS EVENT IS NOW FULL

13th February 2014

This months best practice visit is hosted by Dawn Redman, the CCMA 2013 Call Centre Manager of the Year. The meeting wi... [Read More]

South Wales Police

29th January 2014

The Team at South Wales Police based in Bridgend, Near Cardiff, were awarded the accolade of Emergency Control Room Team... [Read More]

Performance and Quality Workshops

9th December 2013

The P&Q Challenge, sponsored by Nexidia, educators of Customer Interaction Analytics, is a set of 5 workshops to hel... [Read More]

Chaucer Direct in Whistable Meet the 2013 CCMA Call Centre Manager of the Year (for small call centres)

4th December 2013

Russell Wilson was named Call Centre Manager of the Year 2013 for his outstanding people skills. The operation is a fast... [Read More]

Customer Engagement Summit

28th November 2013

Complimentary invitation for CCMA members to attend the Customer Engagement Summit, 28th November, London CCMA members ... [Read More]

Complaints Handling Seminar

27th November 2013

CCMA members are invited to Join InsightNow and Grant Thornton for this seminar being held in central London on 27th Nov... [Read More]

Enhancing Customer Loyalty and Retention in Telecoms Summit

26th November 2013

The abundance of competition and choice for customers in the telecoms industry has resulted in the average customer life... [Read More]

Lifestyle Services Group

25th November 2013

Since their creation in 2005, LSG have enjoyed a sustained period of growth to become one of the UK's leading providers ... [Read More]

FULLY BOOKED UK National Contact Centre Conference

6th November 2013


Social Justice Conference 30th October at Westminster Hall, London

30th October 2013

In March 2012 the Government launched Social Justice: transforming lives, it set out a new and ambitious vision to suppo... [Read More]

Dyson Gloucester

16th October 2013

Dyson is a technology company. They took clogging bags out of vacuum cleaners, did away with fast-spinning blades in fa... [Read More]

4th Annual Optimizing Contact Centers Summit Berlin 8 October

8th October 2013

Traditional calls and email communication are being supplemented by alternative means, such as social media, video, webc... [Read More]

Systems Thinking Seminar FULLY BOOKED

2nd October 2013

Join us at CC Expo where Professor John Seddon from Vanguard will deliver a compelling session on how your contact centr... [Read More]

Performance and Quality Workshop 2 October Olympia

2nd October 2013

CCMA Performance and Quality workshop Quality monitoring programmes have been in place in contact centres for many year... [Read More]

Excellence in Customer Service £45 discount for members

26th September 2013

Public engagement and customer-focused strategies are essential to any organisation aiming to deliver more cost-effectiv... [Read More]

The Cooperative, Central Manchester

24th September 2013

Visit the Co-ops General Insurance and Food contact centres in the centre of Manchester. This meeting is taking place i... [Read More]

Tesco Bank in Glasgow. This event is now fully booked up. Meet the CCMA 2013 Team of the Year

25th July 2013

Tesco Banks general insurance division recently won CCMA 2013 Team of the Year. Join us at their call centre operati... [Read More]

European Customer Experience World

14th May 2013

10% CCMA member discount In May, the Focus Group are proud to be hosting the fifth European Customer Experience World... [Read More]

CCMA 2013 Award Winners

26th April 2013

We are delighted to confirm the winners of our 2013 CCMA UK National Call Centre Awards, which were announced at our Gal... [Read More]

Benchmarking and Best Practice Seminar Manchester

18th April 2013

Join us for the afternoon of 18th April at the Palace Hotel in Manchester where we will share the results of the 2012 G... [Read More]

Webinar the key to making customer engagement work

16th April 2013

This webinar from New Voice Media explores that question and offers you an answer to boost your own organisations progre... [Read More]

Endsleigh Insurance, Burnley

14th March 2013

Endsleigh is a fast paced, highly engaging operation working within a demanding industry. Meet the 2012 Team Manager of ... [Read More]

02 (Telefonica) Preston Brook Cheshire

21st February 2013

In the UK they are known as O2, but they're part of something even bigger. Telefonica have the O2 brand in Europe, Vivo ... [Read More]

Royal Sun Alliance in Peterborough

24th January 2013

The Team at RSA have implemented a new workforce management solution from NICE - the IEX software solution. Jason Gilber... [Read More]

Engaging for Good 2012 Conference

20th November 2012

Between the 20th – 21st November, at the Work Foundation in central London, The Focus Group are holding "Engaging ... [Read More]

DHL, Derby

14th November 2012

The DHL Operation at Castle Donington is split over three areas, Aviation, Operations and Customer Service. Your vi... [Read More]

Virgin Media Stockton on Tees

18th October 2012

Sian McGregor, the CCMA Call Centre Manager of the Year 2012, will be hosting this visit to her call centre in Teeside. ... [Read More]

Member visit to ASDA call centre in Leeds

12th September 2012

The team at ASDA are skilled at aligning behind a common objective and then focusing every employee behind that objectiv... [Read More]

Member visit to Auto windscreens

22nd August 2012

This event was hosted by Claire Church, who was a shortlisted finalist for the CCMA Call Centre Manager of the Year awar... [Read More]