Understanding best practice communications to promote your internal campaigns and your contact centre more effectively.

This 3-hour virtual workshop explores the principles of marketing communications, and how you can use core skills to improve the impact of your communications for internal campaigns as well as promoting the success of your contact centre both across your business and externally.

The first thing to consider when crafting a communication, whether it’s a simple email or a 6 month campaign, is your audience. From there, we’ll work through the steps for creating a simple marketing communications plan, covering messages, the marketing mix, brand considerations and how to define success through metrics.

Then, we’ll explore some of the campaigns you’re delivering within the contact centre, such as promoting a wellbeing programme or support for a local charity. Separately, we’ll consider how to raise the profile of your contact centre operation in other departmental areas and what tools are available to showcase your contact centre excellence.

We will also look at how we can collaborate with marketing teams to support their campaigns, and discuss how to best share feedback from customers that can inform future marketing campaigns.

The session includes a mix of marketing communications theory, real-life examples and is delivered in a conversational style that will facilitate conversations with your peers to share ideas and best practices in a confidential and safe space.

Learning outcomes

By the end of this course participants will be able to:

  • Create a simple marketing communications plan
  • Deliver high impacting internal communications campaigns
  • Plan how to promote the success of your contact centre to other functions and externally
  • Understand the breadth of channels available and when and how best to use them
  • Demonstrate understanding of marketing communications to be able to feedback to marketing teams to inform future marketing campaigns
  • Share best practices and take away training exercises to develop your own teams


3-hour online workshop, using Zoom.

About the trainer

Luan Wise

Luan is an independent marketing consultant with over 20 years’ experience in agency, client-side and consultancy roles. She’s also a LinkedIn Learning course instructor, lead trainer for Facebook and Instagram, and author of the award-winning book, Relax! It’s Only Social Media.

Upcoming Dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Principles of Marketing Communications
Date: Tue 13 Sep 2022
Where: Online

Date: Thu 20 Oct 2022
Where: Online

Who is it for?

Contact Centre Managers, Team Leaders, Communications Managers, Learning and Development Managers.

Why should you go?

To explore and understand best practice communications to promote your internal campaigns, and your contact centre, more effectively.

How much is it?

CCMA members: £299*

Non-members: £349*

*excludes VAT

Additional discounts available for group bookings