In fast-paced environments, it’s easy for leaders to become the go-to problem solver. While this can feel efficient in the short term, it often creates dependency and limits team growth over time.
This Lunch and Learn focuses on shifting from a “fixing” mindset to a coaching approach that builds capability and confidence. We’ll explore how to ask better questions, encourage ownership and support your team without stepping in too quickly.
You’ll leave with:
- Practical coaching techniques to use in everyday situations
- Questioning frameworks that unlock thinking and ownership
- Strategies to reduce reliance on you as the answer
Reserve your place to join the conversation and take away practical techniques you can apply straight away.
Where and when?
Date: Wed 15 Jul 2026
Time: 12:00 - 12:30
Location: Online
Who is it for?
This series is designed for operational leaders working in contact centres, including:
- Team Leaders and Managers
- Resource Planning, Quality and Complaints Leaders
- Operations Managers and Heads of Department
- Anyone responsible for leading, developing or supporting frontline teams
Whether you are new to leadership or looking to refine your approach, these sessions will provide practical tools and perspectives to help you lead with greater confidence and impact.
Why should you go
These Lunch & Learn sessions are designed to give you practical support for the real challenges you face every day as a contact centre leader. In a short, focused format, you’ll step away from the day-to-day, gain fresh perspective and leave with simple, actionable techniques you can apply immediately with your team. It’s also an opportunity to connect with peers facing similar challenges sharing experiences, ideas and approaches that can help you lead with greater confidence and impact.
How much is it?
Free to attend.
Not a member?
For details on membership packages and benefits click here.
Join today and get immediate access to member benefits.
Stay close to the CCMA by signing up today and find out about ...
- Visits to award-winning contact centres
- Latest industry insights
- Upcoming events
- Industry news