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Join The UK's Largest Community of Contact Centre Professionals

Connect with industry leaders, access world-class training,
and advance your career in the contact centre industry
Join Us
Discover CCMA

Join The UK's Largest Community of Contact Centre Professionals

Connect with industry leaders, access world-class training, and advance your career in the contact centre industry
Join Us
Discover CCMA

Inspire.

Innovate.

Together.

For over 30 years, contact centre professionals have benefited from being part of the growing CCMA community. We bring industry leaders together to share best practice and to grow their own network of peers. We give them the tools and insights to make a difference in their operation to support customers and colleagues to deliver business success. And of course, we celebrate our industry and what it is achieving every day.

Why don't you join us. Together we can make a real difference.

Sharing Best Practice

We bring industry leaders together to share insights, exchange ideas, and grow their network of peers.

Tools for Success

We give leaders the tools and insights to make a difference in their operations and deliver business success.

Celebrating Excellence

We celebrate our industry and the incredible achievements of contact centre professionals every day.

Join Our Community

Together we can make a real difference. Become part of the UK's leading contact centre community.

Membership

Join the UK's largest community of contact centre professionals and unlock exclusive benefits.
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Academy

Access world-class training programs designed for contact centre professionals at every level.
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Events

Connect with industry leaders at conferences, workshops, and networking opportunities.
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Accreditation

Validate your expertise with industry-recognized qualifications and certifications.
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FEATURED EVENT

UK National Contact Centre Conference

Meet award‑winning professionals, explore new technology, and connect with potential partners.
Tue 29 Sep 2026
09:00 - 18:00
QEII, Westminster, London
Find Out More

Upcoming Events

Connect with industry leaders and stay informed about the latest opportunities
Monthly Drop-In Session – September
These Monthly Member Drop-In sessions are designed to help you get the most from your membership.
Fri 18 Sep 2026
09:30 - 10:30
Online
Find out more
UK National Contact Centre Conference
Meet award‑winning professionals, explore new technology, and connect with potential partners.
Tue 29 Sep 2026
09:00 - 18:00
QEII, Westminster, London
Find out more
Monthly Drop-In Session – October
These Monthly Member Drop-In sessions are designed to help you get the most from your membership.
Thu 15 Oct 2026
09:30 - 10:30
Online
Find out more
CCMA Contact Centre Innovation Summit
Discover how AI, customer journey redesign, and strategic investments can drive measurable business impact.
Wed 21 Oct 2026
10:30 - 15:30
Hotel Voco, Manchester
Find out more
Monthly Drop-In Session – November
These Monthly Member Drop-In sessions are designed to help you get the most from your membership.
Thu 12 Nov 2026
09:30 - 10:30
Online
Find out more
Monthly Drop-In Session – December
These Monthly Member Drop-In sessions are designed to help you get the most from your membership.
Thu 10 Dec 2026
09:30 - 10:30
Online
Find out more
View All Events

What Our Members Say

Hear from CCMA members about the value of being part of the community

Alison Heap

Customer Service Manager, United Utilities

Phil Quickenden

Head of Customer & Registration Services, London Borough of Camden

Sabina Onwuka

Head of Customer Services, London Borough of Barking and Dagenham

John Forster

Head of Contact Centre Operations, Specsavers
View Member Benefits

Latest Insights

Stay ahead with industry research, best practices, and expert analysis
36 minute listen
Will Governmental Change Mean Change to Employment Law?
Chris is joined by renowned employment law and HR expert Kate Palmer to discuss the latest updates from the Employment Rights Act 2025, and what to prepare for in the coming months.
Colleague Experience
Read more
5 minute read
Supporting Your Contact Centre Teams During Hot Weather
With summer temperatures continuing to rise, contact centre environments – whether office-based or at home – can quickly become uncomfortable and, at times, unsafe.
Colleague Experience
Read more
50 minute read
Voice of the Contact Centre Consumer 2026
This year’s Voice of the Contact Centre Consumer research provides a comprehensive analysis of consumer contact experiences, with a particular focus on vulnerability.
Customer Experience Operational Excellence
Read more
47 minute listen
CareerTalk with Morris Pentel
With a career spanning telecoms, outsourcing and financial services, Morris has been at the heart of change, technology and innovation in our industry for many years.
Colleague Experience
Read more
6 minute read
The UK is a Nation of Experience Sharers and Email Enthusiasts
This article provides an overview of the results from the CCMA’s new landmark study Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations.
Customer Experience Operational Excellence
Read more
6 minute read
Technology Procurement – Where to Start?
This article is a practical overview that outlines how organisations can confidently navigate complex, evolving technology decisions.
Innovation
Read more
30 minute listen
Tackling Data Sovereignty Challenges
This podcast explore why data sovereignty has become an increasingly important area for discussion in recent years, and what contact centre leaders can do to ensure they are keeping their finger on the pulse.
Operational Excellence Strategy and Leadership
Read more
50 minute read
The UK Contact Centre Outsourcing Report 2026
This report is the CCMA’s essential annual guide for buyers of UK customer contact outsourcing services, produced with key insights from The Knowledge Group and written by a range of industry experts.
Colleague Experience Operational Excellence
Read more
47 minute listen
CareerTalk with Imran Ahmed, Aura Global Solutions
Imran worked with major brands like AO, Telefonica, Capita, Tesco Mobile, O" and Virgin Media before taking the leap to build something of his own.
Operational Excellence
Read more
1 hour read
Beyond Demographics: Customer Contact Personas Shaping UK Service Expectations
This CCMA research initiative reveals the five Customer Contact Personas that make up the UK adult consumer population, each with its own distinctive preferences and perceptions.
Customer Experience
Read more
43 minute listen
CareerTalk with Harj Johal, The AA
Harj has 30 years working in contact centres and customer relations within the UK insurance industry, for major brands including Direct Line.
Operational Excellence
Read more
5 minute read
How Does the EU AI Act Impact Contact Centre Leaders?
This article dives into how the new EU Artificial Intelligence Act (EU AI Act) impacts UK contact centres.
Innovation Operational Excellence Strategy and Leadership
Read more
30 minute listen
Creating a Culture of Health and Wellbeing in the Contact Centre
In this episode of Informer, Chris is joined by Dr Jillian Manner, Research Fellow at the University of Edinburgh and a member of the Scottish Collaboration for Public Health Research and Policy to discuss these questions, and the answers in more detail.
Colleague Experience
Read more
44 minute listen
CareerTalk with Ryan Rubertazzi, VodafoneThree
Leigh speaks with Contact Centre Leader of the Year at the ⁠UK National Contact Centre Awards⁠ in 2021, ⁠Ryan Rubertazzi⁠.
Operational Excellence
Read more
30 minute read
Public Services: Connecting Fragmented Journeys
Key insights from the March 2026 Leadership Forum, where senior leaders from across public services to discuss customer journey management.
Strategy and Leadership
Read more
34 minute listen
CareerTalk with Paul Mazoyer, Heineken
In this episode Leigh speaks with ⁠Paul Mazoyer⁠, who reflects back on an incredible 22 years with global brewery giant, ⁠The HEINEKEN Company⁠.
Operational Excellence
Read more
40 minute read
Contact Centre: 2030
Contact Centre: 2030 is a comprehensive research initiative that paints a clear picture of what the not-so-distant future might look like in the contact centre industry.
Colleague Experience Customer Experience Innovation Operational Excellence Strategy and Leadership
Read more
43 minute listen
CareerTalk with Claire Carroll, Hargreaves Lansdown
Claire chats about her career leading contact centre operations for incredible brands such as Virgin Media, Homeserve, BT, Co-Op and JP Morgan.
Operational Excellence
Read more
60 minute watch
The Importance of Developing your People
In this online seminar, we explored how behaviour, mindset and meaningful development shape engaged teams, motivated colleagues and consistently strong outcomes.
Colleague Experience Operational Excellence
Read more
12 minute read
UK Contact Centre Salary Guide 2026
Explore the latest salary data for the UK contact centre sector, with information on job roles ranging from frontline colleague to head of customer experience, and with a full regional breakdown and comparison of average salaries.
Colleague Experience Operational Excellence Strategy and Leadership
Read more
46 minute listen
CareerTalk with David Rumble, Founder and Director
Industry ‘veteran’ David Rumble explains why the contact centre is an industry that can galvanise so many people in their careers.
Operational Excellence
Read more
30 minute listen
Supporting Colleagues and Team Members With ADHD
Tina is a certified ADHD trainer and life coach and speaks about a condition that affects around 5% of people in the UK, and for which she herself was diagnosed for five years ago.
Colleague Experience
Read more
30 minute read
Financial Services: Striking the Right Human and Digital Balance
How do you integrate AI and automation without losing the human connection that customers still need and value?
Customer Experience Innovation
Read more
3 minute read
The AI Journey – What a Key CCMA Data Source Tells Us
Tracking how UK contact centres are actually approaching their implementation of AI has been a key mandate for the CCMA for some time. It has also been the driving force behind our recent How To… events.
Innovation
Read more
6 minute listen
CareerTalk Special – National Contact Centre Day
We take a peek behind the curtain, by visiting WTW in Redhill on National Contact Centre Day for a special episode of CareerTalk.
Operational Excellence
Read more
5 minute read
Before the Bot: Why a Framework for AI Adoption is Crucial
Deploying AI in the contact centre is fundamentally a change management challenge that needs critical strategy planning.
Innovation
Read more
50 minute listen
CareerTalk with Danielle Henry, John Lewis Partnerships
Danielle Henry, Director of Customer Care and Contact at John Lewis Partnership, speaks about her career to date.
Strategy and Leadership
Read more
5 minute read
BPO Briefings: Keeping Up with the Pace of Change
At our latest BPO Briefing the mood was one of cautious pragmatism - an industry that knows the ground is shifting and is working hard to stay ahead.
Operational Excellence
Read more
30 minute read
The Hidden Cost of Over-Automation
Senior leaders gathered at the House of Lords to explore the impact of ‘over-automation’ within their contact centre operations.
Operational Excellence
Read more
50 minute listen
The Hidden World of Modern Contact Centre Fraud
In this episode of Informer we’re focusing on a topic that will resonate with almost everyone in some shape or form, and that impacts every organisation — from banks and fintechs to energy providers, retailers, and pretty much any business with a customer phoneline.
Innovation Operational Excellence
Read more
40 minute listen
CareerTalk with Vicki Mercer, CAF Bank
Vicki Mercer, Head of Customer Service at CAF Bank discusses experiences from a career in contact centres, and the importance of a 'Brag Book'.
Operational Excellence
Read more
43 minute listen
CareerTalk with Don Haddaway, Artisiam
Don Haddaway, a 35-year industry veteran turned independent CX consultant, chats with Leigh Hopwood, CEO at CCMA.
Operational Excellence
Read more
10 minute read
Contact Centre Predictions 2026: Ten Key Trends for a Pivotal 12 Months
The convergence of advanced AI, evolving customer expectations and a changing skills requirement is reshaping our sector.
Strategy and Leadership
Read more
10 minute read
Looking Back: Contact Centre & Customer Services Summit Highlights
Last year’s event brought senior leaders together for two days of focused learning, strategic discussion and connection.
Customer Experience
Read more
46 minute listen
CareerTalk with Rachel Lewis, NatWest Group
In the final episode of season four of CareerTalk, Leigh Hopwood, CEO of the CCMA, spoke with NatWest Group’s Rachel Lewis.
Colleague Experience
Read more
60 minute read
Contact Centre Technology Report 2026
The Contact Centre Technology Report 2026 is a vital resource for understanding tech transformation in an AI-driven era.
Innovation Strategy and Leadership
Read more
5 minute read
The Big Switch Off: Is Your Organisation Prepared?
A major change to UK telecoms that will have a significant effect on contact centres and their customers is now just 12 months away,
Operational Excellence
Read more
To You and Your Frontline – Making a Difference When it Matters Most
The CCMA recognises the vital work and dedication of contact centres during Christmas and the festive period.
Strategy and Leadership
Read more
15 minute
Early Colleague Involvement – the Key to AI Success?
Organisations that involve their frontline colleagues early in AI implementation are the ones that have most frequently declared success.
Colleague Experience
Read more
15 minute read
Knowledge Management: Digging into the Detail
This Q+A tackles some of the most common Knowledge Management challenges, collated from recent CCMA events and from across our network.
Strategy and Leadership
Read more
National Contact Centre Day – How Will You Be Celebrating?
By getting involved in the inaugural National Contact Centre Day on 4 March 2026, we hope to continue shining the spotlight on all the fantastic and innovative work being done in our industry.
Colleague Experience Strategy and Leadership
Read more
37 minute listen
CareerTalk with Kirk Bradley, Operations Director, Bupa
Leigh talks to Kirk Bradley, Operations Director at Bupa and the Contact Centre Leader of the Year at the UKNCCA 2025.
Customer Experience
Read more
46 minute listen
CareerTalk with James Wilson, Barclays Customer Care
For this episode of CareerTalk, we speak with James Wilson, Interim Head of Supplier Service Management at Barclays Customer Care.
Colleague Experience
Read more
10 minute read
Does Contact Centre Fraud Need a Rethink?
Contact centre fraud is no longer a one-off incident. New data shows that criminal networks are scaling fast, using the contact centre as their entry point.
Operational Excellence
Read more
40 minute listen
Communicating Change in Constantly Changing Organisations
In this episode of Informer, CCMA CEO Leigh Hopwood talks with Sally Pritchett, CEO of Something Big, about leading through transformation with empathy and purpose.
Innovation Operational Excellence
Read more
30 minute read
Emotionally Connected Customer Experience
Leaders discussed how they’re strengthening emotional connections with customers during an era of rapid digital transformation.
Customer Experience
Read more
38 minute listen
CareerTalk with Michael O’Brien, First Customer Contact
Mick O’Brien⁠ at ⁠First Customer Contact explains how his 30 year career in policing morphed into fighting contact centre fraud.
Operational Excellence
Read more
60 minute read
Watch: Don’t Stop! Keep Your Technology Evolving
We invited experts in fraud and crime prevention to tell us more about how we can stop crime. Watch the online seminar.
Read more
3 minutes
Second Telecommunications Fraud Charter: What It Means for Contact Centres
The UK’s contact centre and telecommunications sectors have taken a major step forward in the fight against fraud.
Customer Experience Innovation Operational Excellence
Read more
View All Insights

Training Courses

Keep you and your team's knowledge and skills up-to-date with industry-leading courses from seasoned professionals.
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.
Find out more
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.
Find out more
2-day immersive in-person experience in Manchester
Contact Centre Leadership Behaviours Masterclass
Leadership isn’t about experience - it’s how you show up. This two‑day masterclass strengthens trust‑building behaviours and gives practical tools for clearer, more confident, more consistent leadership.
Find out more
Seven days with coaching delivered in-person over 3-6 months
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.
Find out more
2-day immersive in-person experience
Contact Centre Strategic Leadership Behaviours 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.
Find out more
Online
Customer Excellence
Customer Excellence gives your colleagues the skills, mindset and confidence to handle those moments well, so you see higher service standards, better customer experiences and fewer missed opportunities.
Find out more
Online
Introduction to Forecasting and Resource Planning
When demand shifts and resources feel stretched, guesswork is costly. This course gives you the confidence to predict what is coming next and align your people and time to meet it. You will leave with practical tools to turn uncertainty into clear, actionable plans.
Find out more
Online
Leading for High Performance
This course gives you the confidence and structure to manage performance in a way that feels fair, consistent and constructive, so conversations land better, accountability improves and the performance of your team gets stronger.
Find out more
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.
Find out more
Online
Mastering Quality Assurance
Quality Assurance is not the score. It is the change it creates. If your contact centre QA isn’t changing behaviour, it isn’t working. This course helps you reset what quality really means in the contact centre and helps you make QA drive measurable improvement.
Find out more
Online
Mastering Social Media Customer Service Management
Customer service is public and permanent. This course builds the structure, confidence and consistency to lead social media interactions effectively, turning a high-risk channel into high-value customer engagement.
Find out more
Online
Mastering the Art of Feedback
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.
Find out more
Online
Quality Assurance
This course introduces QA foundations to create consistent, fair, insight‑led evaluations that strengthen performance rather than simply measure it.
Find out more
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.
Find out more
Online
The Human Side of Complaints
Handling complaints becomes rewarding when you understand the person behind them, enabling calm, empathetic, confident conversations that turn challenging contact centre interactions into fair, positive outcomes that build trust and stronger relationships.
Find out more
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.
Find out more
View All Courses
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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  • info@ccma.org.uk
  • CCMA Ventures Limited
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