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Leadership Development for Contact Centres

Leadership capability has never been more important
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Today’s contact centre leaders are expected to inspire people through change, balance operational performance with colleague engagement, embrace new technology and demonstrate the value their operation brings to the wider business.

The demands are growing, and so too is the need for capable leaders at every level.

The CCMA Leadership Development Pathway helps leaders grow at every stage of their journey, from building the behaviours that create trust and accountability through to leading high-performing teams and influencing at a strategic level.

Through practical learning, real-world application and contact centre expertise, leaders develop the skills and capability to make a lasting impact.

The Leadership Development Pathway

Online
Contact Centre Leadership Behaviours
This course builds the habits that strengthen trust, accountability and team performance, giving you practical tools to lead with clarity, confidence and consistency.
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Contact Centre Performance Leadership
Strengthen the coaching, communication and performance‑management skills that create motivated, high‑performing teams, building your leadership presence and everyday impact across colleagues, customers and the wider operation.
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Contact Centre Strategic Leadership Masterclass
A two‑day immersive experience that builds the confidence, language and commercial awareness to influence senior stakeholders and position the contact centre as a driver of business value.
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More ways to develop your leadership

Alongside the Leadership Development Pathway, CCMA Academy offers virtual courses covering specific leadership skills and challenges, as well as our AI Leadership Programme for leaders navigating the impact of AI on their contact centre.

AI Leadership Programme
AI is already changing customer contact, but technology alone won't create value. This programme gives you a practical framework to assess readiness, make informed decisions and lead successful AI adoption across your contact centre.  
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AI Leadership: Customer Experience
Not every customer interaction should be automated. During this interactive learning experience, learn how to design customer journeys that balance efficiency, empathy and effective AI-human collaboration.  
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Online
AI Leadership: Governance
Successful AI adoption requires more than technology controls. During this interactive learning experience, learn how to establish governance that protects customers and your business, supports innovation and creates confidence across your organisation.  
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AI Leadership: Operational Redesign
AI doesn't simply automate existing processes. It changes how work flows across the contact centre. During this interactive learning experience, learn how to redesign operations, decision-making and customer resolution for a new era of service delivery.
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AI Leadership: Workforce Transformation
AI changes more than technology. It changes work itself. During this interactive learning experience, learn how AI may impact roles in your operation and how to guide your people through workforce transformation with confidence, clarity and trust.
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Building a Culture for Innovation
Build a culture where people feel able to contribute ideas, experiment and find better ways of working, making innovation and continuous improvement part of everyday contact centre life.
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Online
Building Commercial Acumen
Commercial Acumen training for contact centres to strengthen business judgement, understand financial impact and make commercially sound decisions.
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Online
Coaching with Confidence
Great coaching isn’t about having all the answers, it’s about asking the right questions with confidence. This course equips you to step into coaching conversations with clarity, presence, and impact, so you can unlock potential in others without second-guessing yourself.
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Online
Confident Feedback Conversations
Feedback can either unlock potential or shut it down. When done well, it builds confidence, strengthens relationships, and drives real performance in the contact centre. When done poorly, it creates confusion, defensiveness, and missed opportunities. This course shows you how to get it right.
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Online
Contact Centre Governance, Risk and Compliance
As contact centres take on greater responsibility for customer trust, data, regulation and AI, governance can no longer be an afterthought. Learn to manage risk, compliance and accountability effectively.
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Online
Contact Centre Operating Models
A successful contact centre doesn't happen by accident. This course gives you a practical blueprint for designing an operating model that aligns people, processes, technology and governance to deliver sustainable performance and exceptional customer experience.
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Online
Continuous Improvement Fundamentals
Continuous improvement training for contact centres to help you identify waste, solve problems and make sustainable improvements to performance.
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Online
Customer Journey Mapping
Customer journey mapping training for contact centres to help you uncover friction, reduce customer effort and prioritise meaningful improvements.
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Online
Fundamentals of Contact Centre Management
Contact centre management training for new managers to understand operations, interpret performance and make better decisions across their contact centre.
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In Person
Fundamentals of Contact Centre Strategy
Contact centre strategy training to help you assess priorities, align with business goals and build a practical roadmap for future success.
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Fundamentals of Contact Centre Technology
Understand the fundamentals of contact centre technology, including telephony, routing, CRM, workforce management, digital channels, AI and analytics.
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Online
Growth Mindset for Contact Centre Leaders
Your mindset shapes how you lead, how your team responds to challenges and how success is sustained. Develop a growth mindset that inspires confidence, encourages learning and helps people thrive.
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Online
Introduction to Automation and Self-Service
Learn how to use automation and self-service to create faster, easier customer journeys while balancing service quality, efficiency and the value of human interaction.
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Online
Leading a High Performing Sales Team
Great sales results don't happen by chance. Develop the mindset, behaviours and skills to lead a high performing contact centre sales team that's motivated, accountable and focused on achieving sustainable success.
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Online
Leading a High Performing Service Team
High performance doesn't happen by accident. This course gives you the practical tools to create a culture of accountability, engagement and continuous improvement where people feel supported, valued and motivated to succeed.
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Online
Leading a Remote Team
Remote working brings flexibility, but it can also create challenges around communication, connection and performance. Develop the mindset, behaviours and skills needed to lead a remote contact centre team with confidence and impact.
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Online
Leading with Emotional Intelligence
In high pressure contact centres, how you show up matters. This course helps you harness emotional intelligence to lead with consistency, build trust and create a climate where performance and people thrive together.
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Online
Making Sense of Data to Drive Change
Turn performance data into meaningful insight and action with practical contact centre data analysis training covering trends, storytelling and evidence-based decisions.
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Online
Managing Colleague Wellbeing
People perform at their best when they feel supported and understood. Learn to recognise wellbeing challenges early and create a contact centre team environment where people can thrive.
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In Person
Managing Contact Centre Outsourcing Partners
Contact centre outsourcing management training to help you strengthen partnerships, improve governance and deliver better customer and business outcomes.
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Online
Managing My Time as a Leader
With constant demands, meetings and shifting priorities, it’s easy for contact centre leaders to get stuck in reactive mode. This highly practical session helps you step back, take control and lead with intent by focusing on what actually matters.
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Online
Managing Peak Demand in the Contact Centre
Peak demand can stretch even the best contact centres. Learn to anticipate pressure points, make informed decisions and balance demand, capacity and service performance when volumes surge.
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In Person
Masterclass: HR in the Contact Centre
HR training for contact centre leaders to help you manage people issues, navigate HR processes and handle difficult situations fairly and confidently.
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Online
Mastering Employee Engagement
Contact centre employee engagement training with practical approaches to strengthen motivation, ownership and commitment, build trust and improve engagement.
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Online
Measuring Contact Centre Performance
Great customer experiences don't happen by chance. Understand what to measure, why it matters and how to use contact centre performance data to improve customer outcomes, team engagement and business results.
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Online
Optimising Customer Retention
Keeping customers has never been more valuable. This practical course helps you understand why customers stay, why they leave and how to create contact centre customer experiences that strengthen loyalty and protect long-term growth. 
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Online
People Performance Management
Contact centre performance management training to help leaders diagnose performance issues, have accountable conversations and support lasting improvement.
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Online
Root Cause Analysis for Change
This practical course helps you move beyond assumptions, uncover root causes, and create lasting improvements that drive meaningful results in your contact centre.
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In Person
Stakeholder Management and Influence
Stakeholder management training for contact centres to help you build relationships, gain buy-in and influence outcomes without direct authority.
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Online
Strategic Thinking
Strengthen your ability to think ahead, connect ideas and make confident, purposeful decisions, giving you the clarity to influence direction, spot opportunities early and deliver meaningful impact.
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Online
The Customer-Centred Contact Centre
Customer-centred contact centre training to help you reduce customer effort, align operations and deliver better customer outcomes.
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Online
The New Team Leader
This practical course helps you build the confidence, mindset and skills to lead people effectively from day one. 
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Online
Understanding Neurodiversity for Managers
This course gives you the insight and practical confidence to support neurodivergent individuals in a way that unlocks performance, reduces friction and creates a genuinely inclusive working environment.
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Online
Understanding Vulnerable Customer Management
Vulnerability can affect any customer at any time. This practical course helps you recognise vulnerability, respond appropriately, and create better outcomes for customers, colleagues and your organisation.
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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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