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How do I build confidence and capability across the whole team?

Thu 14 Jan 2027
12:00 - 12:30
Teams
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High-performing teams aren’t built around a few standout individuals, they’re built on consistent capability and confidence across everyone. Without this, risk increases and performance becomes uneven.

In this Lunch and Learn, we explore how to develop the whole team, not just the most visible or experienced individuals. You’ll learn how to build confidence, spread knowledge and create a more resilient, capable team.

You’ll leave with:

  • Strategies to develop capability across all team members
  • Approaches to build confidence in quieter or less experienced colleagues
  • Practical ways to reduce reliance on a small number of “go-to” people

Reserve your place to join the conversation and take away practical techniques you can apply straight away.

How much is it?

Included as part of your membership benefits.

Why should you go?

These Lunch & Learn sessions are designed to give you practical support for the real challenges you face every day as a contact centre leader. In a short, focused format, you’ll step away from the day-to-day, gain fresh perspective and leave with simple, actionable techniques you can apply immediately with your team. It’s also an opportunity to connect with peers facing similar challenges sharing experiences, ideas and approaches that can help you lead with greater confidence and impact.

Who is it for?

CCMA members only. This series is designed for operational leaders working in contact centres, including Team Leaders and Managers; Resource Planning, Quality and Complaints Leaders; Operations Managers and Heads of Department; Anyone responsible for leading, developing or supporting frontline teams. Whether you are new to leadership or looking to refine your approach, these sessions will provide practical tools and perspectives to help you lead with greater confidence and impact.

Agenda

Speakers

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Join us and your industry peers at this exclusive CCMA event
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Secure your place today.
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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