# CCMA: Contact Centre Management Association

> For over 30 years, CCMA has brought contact centre professionals together to share best practice, access industry insight and build stronger operations\.

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## Pages
- [CCMA Speaking Engagements](https://www.ccma.org.uk/about/speaking-engagements/)
- [CCMA Home Page](https://www.ccma.org.uk/)
- [Membership](https://www.ccma.org.uk/membership/)
- [Jobs](https://www.ccma.org.uk/jobs/)
- [Partners](https://www.ccma.org.uk/about/partners/)

## Jobs
- [Contact Centre Senior Operations Manager](https://www.ccma.org.uk/jobs/contact-centre-senior-operations-manager/)
- [Resolution Case Handler](https://www.ccma.org.uk/jobs/resolution-case-handler/)
- [Team Leader, Analyst](https://www.ccma.org.uk/jobs/team-leader-analyst/)
- [Relationship Manager](https://www.ccma.org.uk/jobs/relationship-manager-national-grid/)

## Events
- [UK National Contact Centre Conference](https://www.ccma.org.uk/event/the-uk-national-contact-centre-conference-2026/): Now in its 12th year, and a key benefit for CCMA members, we’re inviting you to get together in\-person to be inspired and network with senior leaders and industry colleagues\.
- [Best Practice Visit to Dojo](https://www.ccma.org.uk/event/best-practice-visit-to-dojo/)
- [Beyond Resolution – Turning Complaints into Catalysts for Change](https://www.ccma.org.uk/event/beyond-resolution/)
- [Coaching for Performance – Creating Teams That Consistently Excel](https://www.ccma.org.uk/event/coaching-for-performance/)
- [Membership Discovery Drop\-In Session  \- September](https://www.ccma.org.uk/event/membership-discovery-drop-in-session-september/)

## Locations
- [Dojo, Bristol](https://www.ccma.org.uk/locations/dojo-bristol/)
- [Aegon UK, Edinburgh](https://www.ccma.org.uk/locations/aegon-uk-edinburgh/)
- [Aegon UK](https://www.ccma.org.uk/locations/aegon-uk-2/)
- [Aegon UK](https://www.ccma.org.uk/locations/aegon-uk/)
- [Teams](https://www.ccma.org.uk/locations/teams/)

## Insights
- [Contact Centre Colleague Wellbeing Study](https://www.ccma.org.uk/insight/colleague-wellbeing-in-contact-centres/)
- [CareerTalk with Sandrea Morgan](https://www.ccma.org.uk/insight/careertalk-with-sandrea-morgan/)
- [Chatbots or Humans? What the Data Says About Customer Preferences](https://www.ccma.org.uk/insight/chatbots-or-humans-what-the-data-says-about-customer-preferences/)
- [Why Embedding Customer Experience From Day One is Key to Business Success](https://www.ccma.org.uk/insight/why-embedding-customer-experience-from-day-one-is-key-to-business-success/)
- [LinkedIn Live with Claire Thomlinson at Valda Energy](https://www.ccma.org.uk/insight/linkedin-live-with-claire-thomlinson-at-valda-energy/)

## Team Members
- [Pauline Ashenden](https://www.ccma.org.uk/team/pauline-ashenden/)
- [Abbie Kemp](https://www.ccma.org.uk/team/abbie-kemp/)
- [Leigh Hopwood](https://www.ccma.org.uk/team/leigh-hopwood/)
- [Naomi Vaughan](https://www.ccma.org.uk/team/naomi-vaughan/)
- [Rachel Kallas](https://www.ccma.org.uk/team/rachel-kallas/)

## Jobs
- [Amazon Message Us Team Leader](https://www.ccma.org.uk/job/amazon-message-us-team-leader-2/)
- [Customer Experience Leader \(Operations Manager\)](https://www.ccma.org.uk/job/customer-experience-leader-operations-manager-2/)
- [Customer Experience Leader \(Operations Manager\)](https://www.ccma.org.uk/job/customer-experience-leader-operations-manager/)
- [Amazon Message Us Team Leader](https://www.ccma.org.uk/job/amazon-message-us-team-leader/)

## Testimonial
- [Head of Operations, Ombudsman Services](https://www.ccma.org.uk/testimonial/head-of-operations-ombudsman-services/)

## Case Studies
- [The UK Contact Centre Outsourcing Report](https://www.ccma.org.uk/case-study/the-uk-contact-centre-outsourcing-report/)

## Academy
- [Contact Centre Leadership Behaviours Masterclass](https://www.ccma.org.uk/course/contact-centre-leadership-behaviours-masterclass/)
- [Confident Feedback Conversations](https://www.ccma.org.uk/course/confident-feedback-conversations/)
- [Build Trust and Improve Team Performance](https://www.ccma.org.uk/course/build-trust-and-improve-team-performance/)
- [Communicate Effectively with Every Customer](https://www.ccma.org.uk/course/communicate-effectively-with-every-customer/)
- [Leading with Impact](https://www.ccma.org.uk/course/leading-with-impact/)

## Suppliers
- [SequenceShift](https://www.ccma.org.uk/supplier-directory/sequenceshift/)
- [Sabio](https://www.ccma.org.uk/supplier-directory/sabio/)
- [Route 101](https://www.ccma.org.uk/supplier-directory/route-101/)
- [Mayday](https://www.ccma.org.uk/supplier-directory/mayday/)
- [Kerv](https://www.ccma.org.uk/supplier-directory/kerv/)

## Academy Sessions
- [Mastering the Art of Feedback](https://www.ccma.org.uk/academy-session/mastering-the-art-of-feedback-session-6839/)
- [Introduction to Resource Planning](https://www.ccma.org.uk/academy-session/introduction-to-resource-planning-session-6235/)
- [Understanding Neurodiversity for Managers](https://www.ccma.org.uk/academy-session/understanding-neurodiversity-at-work-for-managers-session-6250/)
- [Coaching with Confidence](https://www.ccma.org.uk/academy-session/coaching-with-confidence-session-6810/)
- [Contact Centre Leadership Behaviours Masterclass](https://www.ccma.org.uk/academy-session/contact-centre-leadership-behaviours-masterclass-session-8461/)

## Events Tags
- [Featured](https://www.ccma.org.uk/events/tags/featured/)
- [Events](https://www.ccma.org.uk/events/tags/events/)
- [No Agenda Event](https://www.ccma.org.uk/events/tags/no-agenda-event/)
- [For members](https://www.ccma.org.uk/events/tags/for-members/)

## Event Categories
- [CCMA Circles](https://www.ccma.org.uk/events/ccma-circles/)
- [Member Drop\-In Session](https://www.ccma.org.uk/events/member-drop-in-session/)
- [Best Practice Visit](https://www.ccma.org.uk/events/best-practice-visit/)
- [CONNECT](https://www.ccma.org.uk/events/connect/)
- [Online Seminar](https://www.ccma.org.uk/events/online-seminar/)

## Academy Categories
- [Strategic Leader](https://www.ccma.org.uk/academy/strategic-leader/)
- [Manager](https://www.ccma.org.uk/academy/manager/)
- [Specialist](https://www.ccma.org.uk/academy/specialist/)
- [Frontline](https://www.ccma.org.uk/academy/frontline/)

## Insight Type
- [Strategy and Leadership](https://www.ccma.org.uk/insights/strategy-and-leadership/)
- [Colleague Experience](https://www.ccma.org.uk/insights/colleague-experience/)
- [Customer Experience](https://www.ccma.org.uk/insights/customer-experience/)
- [Operational Excellence](https://www.ccma.org.uk/insights/operational-excellence/)
- [Innovation](https://www.ccma.org.uk/insights/innovation/)

## Insight Category
- [Insight](https://www.ccma.org.uk/insights/insight/)
- [Watch Video](https://www.ccma.org.uk/insights/watch-video/)
- [CareerTalk](https://www.ccma.org.uk/insights/careertalk/)
- [Case Study](https://www.ccma.org.uk/insights/case-study/)
- [Industry Insight](https://www.ccma.org.uk/insights/industry-insight/)

## Listing Companies
- [Network Homes](https://www.ccma.org.uk/job-companies/network-homes/)

## Event Sponsors
- [CCMA Academy](https://www.ccma.org.uk/event-sponsors/ccma-academy/)
- [Sabio](https://www.ccma.org.uk/event-sponsors/sabio/)
- [smartnumbers](https://www.ccma.org.uk/event-sponsors/smartnumbers/)
- [evaluagent](https://www.ccma.org.uk/event-sponsors/evaluagent/)
- [Ventrica](https://www.ccma.org.uk/event-sponsors/ventrica/)

## Insight Sponsors
- [Sabio](https://www.ccma.org.uk/insight-sponsors/sabio/)
- [CallMiner](https://www.ccma.org.uk/insight-sponsors/callminer/)
- [evaluagent](https://www.ccma.org.uk/insight-sponsors/evaluagent/)
- [smartnumbers](https://www.ccma.org.uk/insight-sponsors/smartnumbers/)
- [tkg](https://www.ccma.org.uk/insight-sponsors/tkg/)

## Event Speakers
- [Obi Nwokedi](https://www.ccma.org.uk/event-speakers/obi-nwokedi/)
- [Kieran Holdcroft](https://www.ccma.org.uk/event-speakers/kieran-holdcroft/)
- [Kate Knowles](https://www.ccma.org.uk/event-speakers/kate-knowles/)
- [Leigh Hopwood](https://www.ccma.org.uk/event-speakers/leigh-hopwood/)
- [Mel Lomax](https://www.ccma.org.uk/event-speakers/mel-lomax/)

## Academy Leaders
- [Faye Bailey](https://www.ccma.org.uk/academy-leaders/faye-bailey/)
- [Steve Woosey](https://www.ccma.org.uk/academy-leaders/steve-woosey/)
- [Rebecca Wones](https://www.ccma.org.uk/academy-leaders/rebecca-wones/)
- [Jenifer Lord](https://www.ccma.org.uk/academy-leaders/jenifer-lord/)
- [Luan Wise](https://www.ccma.org.uk/academy-leaders/luan-wise/)

## Supplier Category
- [Analytics and Insights](https://www.ccma.org.uk/supplier-category/analytics-and-insights/)
- [CCaaS](https://www.ccma.org.uk/supplier-category/ccaas/)
- [Contact Centre Technology](https://www.ccma.org.uk/supplier-category/contact-centre-technology/)
- [Quality Monitoring](https://www.ccma.org.uk/supplier-category/quality-monitoring/)
- [Workforce Management](https://www.ccma.org.uk/supplier-category/workforce-management/)

## Academy Delivery
- [Virtual](https://www.ccma.org.uk/academy-delivery/virtual/)
- [In Person](https://www.ccma.org.uk/academy-delivery/in-person/)

## Academy Format
- [Half\-Day \(3hr\)](https://www.ccma.org.uk/academy-format/half-day-3hr/)
- [Multi\-Session](https://www.ccma.org.uk/academy-format/multi-session/)
- [90 Minute](https://www.ccma.org.uk/academy-format/90-minute/)
- [Full Day](https://www.ccma.org.uk/academy-format/full-day/)

## Academy Pillar
- [Colleague Experience](https://www.ccma.org.uk/academy-pillar/colleague-experience/)
- [Strategy and Leadership](https://www.ccma.org.uk/academy-pillar/strategy-and-leadership/)
- [Operational Excellence](https://www.ccma.org.uk/academy-pillar/operational-excellence/)
- [Customer Experience](https://www.ccma.org.uk/academy-pillar/customer-experience/)

## Academy Theme
- [Be Knowledgeable](https://www.ccma.org.uk/academy-theme/be-knowledgeable/)
- [Be Human](https://www.ccma.org.uk/academy-theme/be-human/)

## Academy Featured
- [Featured](https://www.ccma.org.uk/academy-featured/featured/)

## Event Featured
- [Event Featured](https://www.ccma.org.uk/event-featured/event-featured/)

## Insight Authors
- [Chris Ward](https://www.ccma.org.uk/insight-author/chris-ward/)
- [Leigh Hopwood](https://www.ccma.org.uk/insight-author/leigh-hopwood/)
- [Paul Milloy](https://www.ccma.org.uk/insight-author/paul-milloy/)
- [Stephane Rivard](https://www.ccma.org.uk/insight-author/stephane-rivard/)
- [Spencer Brooks](https://www.ccma.org.uk/insight-author/spencer-brooks/)

## Optional
- [Sitemap index](https://www.ccma.org.uk/sitemap_index.xml)