Best Practice Visit to Novuna

Hear the latest news and updates on the CCMA and what to expect from the day.

• With Kate Knowles, Services Director, CCMA

Novuna welcomes CCMA members to meet the team where they will share the background of their operation.

• With Rula Samara-Sellers, Head of Customer Experience, Novuna

Hear from this year’s standout winners as they share what success at the UK National Contact Centre Awards means to them. 

• Richard Pinn, Gold winner for Rising Star Team Manager of the Year (Small Contact Centre). Richard has played a pivotal role in reducing work backlogs while simultaneously enhancing the quality of customer interactions and improving first contact resolution rates. His strong focus on mitigating employee burnout and promoting wellbeing has been equally impactful. Through his hands-on leadership style, Richard has significantly boosted team performance and fostered greater employee engagement.

• Kelley Smith, Gold winner for Significant Contributor to Employee Experience (EX). Kelly has been responsible for designing and implementing root cause strategies, as well as leading the FOS team with effectiveness and insight. She has played a key role in identifying opportunities for process improvement, driving meaningful change across operations.

• Silver Award recipients for Best Approach to Diversity, Equity, Inclusion and Belonging (DEIB). At Novuna, they take pride in pushing boundaries and championing change to shape a future where diversity is not just recognised, but celebrated. Their DEIB (Diversity, Equity, Inclusion, and Belonging) successes have been strengthened through partnerships with leading organisations such as Disability Confident, LGBT Great, the Race at Work Charter, Inclusive Companies, and the Business Disability Forum. The Novuna team will share the key drivers behind our success and provide insights into the future direction of their DEIB strategy.

These remarkable individuals and teams will share reflections on their achievements, the significance of being recognised, and how it will shape their journey moving forward. 

At Novuna, our contact centre is a critical part of how we deliver on our promises to customers — and we know that staying ahead means staying connected. That’s why our membership with the CCMA has been so valuable. It’s not just a membership; it’s a catalyst for growth, innovation, and recognition.

1. Benchmarking That Drives Progress

CCMA Benchmark gives us a clear view of where we stand in the industry. These insights help us spot performance gaps, highlight our strengths, and make data-informed decisions that sharpen our competitive edge.

2. Events That Inspire and Connect

Regular attendance at CCMA events, both virtual and in-person, gives our team the chance to hear directly from thought leaders and other contact centre professionals. These sessions spark new ideas, inspire innovation, and offer valuable opportunities for peer learning and networking.

3. Rich, Relevant Content

Through CCMA’s research reports, articles, and insight pieces, we stay up-to-date on the latest trends and challenges facing the industry. This helps us make informed decisions and adopt forward-thinking strategies within our own operation.

4. Training to Uplift Skills and Capability

Access to CCMA training courses has supported the development of both new and experienced team members. These sessions provide practical tools and fresh perspectives that directly contribute to improving customer experience and team engagement.

5. Awards that Drive Recognition and Motivation

Being part of the CCMA awards program has not only offered external recognition for our achievements but also served as a powerful motivator for the team. It fosters a sense of pride and celebrates our ongoing commitment to excellence.

6. Standards that Shape High-Performance Culture

Leveraging CCMA’s standards and frameworks helps us embed consistent, high-quality practices across the contact centre. These provide a strong foundation for performance management and customer satisfaction.

In Summary

Our CCMA membership is more than just a resource, it’s a partnership that helps us continuously raise the bar. From benchmarking and training to awards and thought leadership, CCMA plays a crucial role in setting our team up for success. 

• With Rula Samara-Sellers, Head of Customer Experience, Novuna & Ahdhia Ahmed, CX Engagement Specialist