Training - CCMA

The CCMA Academy Experience

At the heart of the contact centre industry for over 30 years, the CCMA is trusted by organisations across the UK to support, guide and elevate their contact centres.

The CCMA Academy is our dedicated learning and development arm – built by the industry, for the industry.

CCMA Academy courses are designed specifically for contact centre professionals, with content created and delivered by experts who have decades of experience working and training within contact centres.

Every learning facilitator is CCMA-accredited, bringing deep, relevant, practical knowledge of the operational and leadership challenges faced by contact centre leaders.

Why Choose the CCMA Academy?

Industry-Specific Training

Our facilitators don’t just teach, they apply their years of experience working and delivering results in real contact centres to make courses relevant and enlightening.

Blended Learning Journeys

Go beyond the classroom with ongoing development that supports continuous improvement.

Training to Suit Every Stage

Courses suitable for front line colleagues through to senior leaders, be it off-the shelf or bespoke.

Interactive and High-Energy

Our courses are immersive, practical and designed to both inspire and challenge (in the right way).

Training that Delivers

Walk away knowing the kind of industry professional your team and customers require, armed with the mindset, behaviours and skills to succeed.

Real-World Relevance

Every session is tailored to align with your business goals, customer outcomes and operational priorities.

A Strategic Approach

Part of our offering is bespoke training. Through a health and diagnostic check, we ensure every learning intervention is aligned with your strategy, your culture and your goals. We ask the right questions:

What would success look like and how will we measure it?
What is currently happening that suggests there is a learning gap?
Is the gap related to knowledge, skills, mindset, behaviours or a combination?

What are your high performers doing differently?
What could stop the learning intervention from being a success?
How will the training align with your culture and values?

How will the learning be embedded and reinforced, post-intervention?

Once we’re equipped with the answers we need, we build a programme to make it happen.

A Learning Ecosystem

When you train with the CCMA Academy, you’re tapping into the broader value of CCMA membership – connecting course content to ongoing insight, peer support and industry best practice.

This isn’t tick-box learning. It’s a journey of continuous growth, backed by the most respected voice in the contact centre industry.

CCMA Academy courses

90 Minute Leadership Series

Fast, focused sessions that give leaders practical tools they can apply immediately to boost confidence, accountability and everyday leadership impact.

Being Human Leadership Series

Sessions that strengthen mindset, confidence and emotional intelligence, helping leaders show up with presence, self-awareness and the behaviours that build trust and connection.

> Leadership Refresh

Designed for leaders across all areas of contact centre operations and support functions (12 months plus in role).

Learn how to build trust, foster genuine rapport, and create a culture where people thrive.

Building Trust and Rapport in your Team (Refresh)

Thu 5 Feb 2026 @ 13:00 – 16:00 –

Learn how to build trust, foster genuine rapport, and create a culture where people thrive.

This session gives you practical tools to lead with empathy, build stronger teams, and drive performance.

Emotional Intelligence for Leaders (Refresh)

Tue 24 Feb 2026 @ 13:00 – 16:00 –

This session gives you practical tools to lead with empathy, build stronger teams, and drive performance.

Great leaders grow through challenge. This session gives you the mindset, tools, and strategies to lead with resilience and purpose.

Growth Mindset for Leaders (Refresh)

Tue 24 Feb 2026 @ 09:00 – 12:00 –

Great leaders grow through challenge. This session gives you the mindset, tools, and strategies to lead with resilience and purpose.

Learn to shift your presence, communication, and energy to build trust, influence teams, and lead with greater impact.

Power of Your Behaviour and Impact as a Leader (Refresh)

Thu 5 Feb 2026 @ 09:00 – 12:00 –

Learn to shift your presence, communication, and energy to build trust, influence teams, and lead with greater impact.

Being Knowledgeable Leadership Series

Practical, skills-focused sessions that equip developing leaders with the tools to plan well, coach effectively, give meaningful feedback and hold better conversations in real situations.

> For Developing Leaders

Courses for those looking to become leaders or those new to role (less than 12 months).

Coaching with Confidence

Wed 7 Jan 2026 – Thu 8 Jan 2026 @ 09:00 – 12:00 –

Drive consistent, purpose-led performance by setting clear goals, balancing challenge with support, and linking team outcomes to strategy.

Leading for High Performance (Developing)

Tue 27 Jan 2026 @ 09:00 – 12:00 –

Drive consistent, purpose-led performance by setting clear goals, balancing challenge with support, and linking team outcomes to strategy.

Leading for High Performance (Developing)

Tue 23 Jun 2026 @ 09:00 – 12:00 –

Drive consistent, purpose-led performance by setting clear goals, balancing challenge with support, and linking team outcomes to strategy.

> Leadership Refresh

Designed for leaders across all areas of contact centre operations and support functions (12 months plus in role).

Shift from problem-solver to performance catalyst. Gain the mindset, models, and confidence to coach with impact.

Coaching with Confidence

Wed 25 Feb 2026 – Thu 26 Feb 2026 @ 09:00 – 12:00 –

Shift from problem-solver to performance catalyst. Gain the mindset, models, and confidence to coach with impact.

Defining your Leadership Brand (Refresh)

Thu 14 May 2026 @ 09:00 – 12:00 –

Reconnect with your leadership identity, gain clarity on your impact, and leave with renewed confidence and intention.

Defining your Leadership Brand (Refresh)

Wed 4 Feb 2026 @ 09:00 – 12:00 –

Reconnect with your leadership identity, gain clarity on your impact, and leave with renewed confidence and intention.

Build a culture where people feel seen and engaged across hybrid and in-person teams.

Engaging With Your People (Refresh)

Tue 17 Feb 2026 @ 09:00 – 12:00 –

Build a culture where people feel seen and engaged across hybrid and in-person teams.

Leading for High Performance (Refresh)

Thu 5 Mar 2026 @ 09:00 – 12:00 –

Drive consistent, purpose-led performance by setting clear goals, balancing challenge with support, and linking team outcomes to strategy.

Feedback is one of the most powerful tools. Learn to give feedback that builds trust, sparks growth, and creates a culture of continuous improvement.

Mastering the Art of Feedback (Refresh)

Thu 5 Feb 2026 @ 09:00 – 12:00 –

Feedback is one of the most powerful tools. Learn to give feedback that builds trust, sparks growth, and creates a culture of continuous improvement.

Step out of firefighting mode and into focused leadership. Plan with purpose, prioritise what matters, and lead with clarity.

Planning like Pro – Time Management (Refresh)

Wed 4 Mar 2026 @ 09:00 – 12:00 –

Step out of firefighting mode and into focused leadership. Plan with purpose, prioritise what matters, and lead with clarity.

To lift your head from the day to day activity and have the space to think bigger, longer term and in a more visionary way.

Strategic Thinking (Refresh)

Tue 10 Mar 2026 @ 09:00 – 12:00 –

To lift your head from the day to day activity and have the space to think bigger, longer term and in a more visionary way.

Strategic Thinking (Refresh)

Thu 25 Jun 2026 @ 09:00 – 12:00 –

To lift your head from the day to day activity and have the space to think bigger, longer term and in a more visionary way.

Frontline Colleagues

Our Driving Customer Excellence Series offers high-impact sessions for frontline colleagues that build confidence, improve conversations and equip teams to deliver consistent, human customer experiences.