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.
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.
Go beyond the classroom with ongoing development that supports continuous improvement.
Courses suitable for front line colleagues through to senior leaders, be it off-the shelf or bespoke.
Our courses are immersive, practical and designed to both inspire and challenge (in the right way).
Walk away knowing the kind of industry professional your team and customers require, armed with the mindset, behaviours and skills to succeed.
Every session is tailored to align with your business goals, customer outcomes and operational priorities.
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:
Once we’re equipped with the answers we need, we build a programme to make it happen. To learn more, get in touch with colette@ccma.org.uk.
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.
These courses strengthen mindset, confidence and emotional intelligence, helping you or your team show up with presence, self‑awareness and the behaviours that build trust and connection. Each session focuses on practical, skills‑based learning that helps you plan well, coach effectively, give meaningful feedback and hold better conversations in real situations, whether you are developing as a new leader or refreshing your leadership approach.
The Customer Excellence workshop gives frontline colleagues a high‑impact space to build confidence, strengthen conversations and deliver consistent, human customer experiences. The session focuses on practical skills that help contact centre teams communicate clearly, handle challenging moments and create positive outcomes for every customer.
The UK National Contact Centre Academy is formally registered under the UK Register of Learning Providers.
