Company intelligence
CCMA | Contact Centre Management Association
The UK’s largest community of contact centre professionals
About CCMA | Contact Centre Management Association
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. We give those who work in contact centres the chance to discuss ideas and share experiences through member-only Special Interest Groups and online and in-person events. Member organisations are invited to become Accredited through the Contact Centre Standards Framework and get independent guidance on where they can improve. There is the opportunity to compare operations against industry standards and 25+ KPIs, via our annual CCMA Benchmark. Our training arm, CCMA Academy gives contact centre professionals at all levels a structured learning opportunity to support both personal and professional development for the benefit of their operations. We also celebrate the progress our industry is making through the UK National Contact Centres Awards. Those that win go on to share their stories through channels such as the UK National Contact Centre Conference, Best Practice Visits and CareerTalk, while also providing input into our Special Interest Groups and other events.
Verified activity
Signals from CCMA | Contact Centre Management Association
9 published signals
Presence & Recognition
CCMA | Contact Centre Management Association is hosting an informal session on Friday, September 18, 2026, from 9:30 to 10:30 online.
Reported by CCMA | Contact Centre Management Association
Research & Knowledge
CCMA | Contact Centre Management Association published an article outlining why empathy and compassion are increasing in importance, how they are different skills, and how frontline employees can train to excel at both.
Reported by CCMA | Contact Centre Management Association
Presence & Recognition
CCMA | Contact Centre Management Association attended the UK National Contact Centre Conference 2026 and hosted a live episode recording of Informer featuring Chris Ward, Ryan Rubertazzi, and Sarah Lane.
Reported by CCMA | Contact Centre Management Association
Presence & Recognition
CCMA | Contact Centre Management Association is hosting an online Circle event on Wednesday, September 16, 2026, featuring criminologist Dr Nicola Harding to explore the emotional impact of fraud, frontline skills, and organisational culture.
Reported by CCMA | Contact Centre Management Association
Presence & Recognition
CCMA | Contact Centre Management Association attended the UK National Contact Centre Conference 2026 to learn about AI transforming colleague experience, wellbeing, engagement, and retention across a remote workforce.
Reported by CCMA | Contact Centre Management Association
Presence & Recognition
CCMA | Contact Centre Management Association is hosting a Monthly Drop-In Session on Friday, September 18, 2026, from 9:30 to 10:30 online featuring an informal conversation with Engagement Manager Laura Farrell.
Reported by CCMA | Contact Centre Management Association
People
CCMA | Contact Centre Management Association hired a senior role for the customer travel information team
Reported by Leigh Hopwood
Presence & Recognition
CCMA | Contact Centre Management Association is hosting an upcoming CCMA Circle on Tuesday, September 8, 2026, from 12:00 to 13:00 online featuring Sarah Hunter from Sage sharing how her team transformed complaints into improvement.
Reported by CCMA | Contact Centre Management Association
Presence & Recognition
CCMA | Contact Centre Management Association announced that Debbie Rankin, Head of Emerging Channels at HSBC, will be speaking at the UK National Contact Centre Conference 2026 at the QEII Centre in Westminster on 29 September 2026.
Reported by CCMA | Contact Centre Management Association