If you’re responsible for the people agenda in your contact centre and want the opportunity to share your current challenges and successes with industry colleagues, then we invite you to join these quarterly events.
These interactive roundtable events include presentations from industry experts sharing insight and research, member case studies and great debates.
As always, they provide you with the opportunity to share ideas and benchmark your own organisation against other member organisations.
Come join us.
Agenda
Topic: Contact Centre as a Career
12:00 – Welcome & Introductions
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| 12:15 – Elevating Careers in the Contact Centre
As technology continues to advance across the contact centre industry, we’re seeing a shift: fewer manual interactions, improved customer outcomes, and stronger support for our teams. In this session we’ll dive into how these changes are shaping the future of contact centre careers. Together, we’ll explore: · Roles within the contact centre are evolving. What does the role now entail? · How do we attract and recruit this skill set? · Share approaches to increase speed to competency? · Explore how career pathways are evolving?
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| 13:00 – National Contact Centre Day
At the CCMA, one of our core missions is to elevate the profile of the UK contact centre sector – both within the industry and beyond. That’s why, in 2026 we’re launching an exciting new initiative – National Contact Centre Day. National Contact Centre Day (NCCD) will be a chance for the industry to celebrate and amplify to a wider audience the evolution, innovation and career opportunities in the contact centre industry. Each year, NCCD will feature a dedicated theme. The 2026 theme is “Contact Centre as a Career”, shining a light on the diverse, rewarding and long-term career paths the industry offers. On NCCD day, Wednesday 4 March 2026, we’ll be inviting people and organisations with a passion for the sector to take part in hosting a series of events, workshops, tours and celebrations, both in-person and online. These activities will help spark interest in the day, the theme and the industry itself. Our goal is to inspire more people to explore the exciting careers and opportunities available in the UK contact centre sector
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13:15 – AOB & Close
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Where and when?
Date: Tue 13 Jan 2026
Time: 12:00 - 13:30
Location: Online
Who is it for?
Managers responsible for all things people and culture in the contact centre. Members only.
How much is it?
Free for CCMA members
Become a member for
- Free events
- Discounts on training
- Member hotline
- A huge peer network
Join today for immediate access.