CCMA | Contact Centre Management Association

Join us today at 12:00 for an engaging session with our CEO, Leigh Hopwood, and Shirley Lee, Senior Manager of Customer Excellence at BT Group. Shirley’s incredible journey in Customer Excellence is a testament to perseverance, passion, and always putting the customer first. She’ll share: ✅ Her personal experiences and lessons learned. ✅ The challenges she’s overcome. ✅ Practical insights to inspire your growth. Whether you’re kickstarting your career or planning your next big move, this session is packed with actionable advice! 🕛 Tune in today at 12:00 – You won’t want to miss it!

🧠Mastering emotional intelligence starts with one critical skill: self-awareness. Strong leaders take time to reflect on their impact. Even if you feel confident in your abilities, it’s essential to understand how others perceive you. Emotional intelligence isn’t just about managing others—it begins with understanding yourself. While you may think you present yourself a certain way, others might see you very differently. Want to take your leadership skills to the next level? Explore the CCMA Futures Leadership Programme and unlock your potential: 👉 https://lnkd.in/eSFVsC4y What are your thoughts on self-awareness as a leadership skill? Share your experiences! 👇 Kate Law

Customer expectations are rising – are you ready to not just meet but exceed them? Join us for this in-person CONNECT event on Wednesday 26 February at Goldman Sachs in London, where we’ll explore how to empower your frontline, embrace the latest technologies, and tackle emerging challenges to deliver exceptional customer experiences. What’s in store: 💡 Open Mic Session: Share ideas on delighting customers and creating loyalty – what’s working, and what’s not? 📈 Expert Insights: Hear from Mel Lomax on equipping your frontline for success and a panel of industry leaders on navigating regulations, security, and tech advancements. 🤝 Networking: Connect with like-minded professionals and bring actionable insights back to your team. This is your chance to connect, learn, and be inspired. Don’t miss it! 🔗 Register Now: https://lnkd.in/eWMgAmHY #CCMA #CONNECT

How does your contact centre stack up against others? The CCMA Benchmark is your chance to assess performance across 25+ key metrics, from customer satisfaction to operational efficiency and team engagement. Why take part? ✅ Understand how you compare with your peers ✅ Identify where to focus time and resources for improvement ✅ Boost team morale with valuable insights ✅ Raise your contact centre’s credibility internally ✅ Build confidence to enter industry awards Exclusive member benefit! CCMA members receive this as part of their membership – including a personalised report packed with actionable insights. 💡Not a member? Register your interest, and we’ll be in touch! 🔗 https://lnkd.in/dXsvcjZi #CCMA #CCMABenchmarking

OFCOM is stepping up the fight against spam calls with new regulations set to take effect on 29 January 2025, aiming to block fraudulent overseas calls spoofing UK numbers. But what does this mean for legitimate offshore or outsourced contact centres? These changes could require adjustments to your calling practices, from reviewing CLI usage to implementing compliant call routing. Staying ahead of these requirements is crucial—not just for compliance but to maintain customer trust in an increasingly cautious market. Don’t wait to be caught off guard. Dive into our latest article to understand the full implications, the steps you need to take, and how to turn this regulatory shift into a competitive advantage. 👉 Read the full article now: https://lnkd.in/e5E5f7ph

This Friday at 12:00, join us for an inspiring session with our CEO, Leigh Hopwood and Shirley Lee, Senior Manager of Customer Excellence at BT Group! Leading the way in Customer Excellence, Shirley's journey is all about perseverance, passion, and always putting the customer first. 🙌 Shirley will share her incredible experiences, the hurdles she's overcome, and the key lessons she's learned along the way. Whether you're just starting your career or aiming for your next big move, this session is packed with valuable insights to help you grow! Don’t miss out on this opportunity to learn from one of the industry’s finest! 🔗 Tune in this Friday at 12:00 – You won't want to miss it!

The CCMA Contact Centre Standards Framework helps you unlock insights, boost performance, and make smarter, strategic decisions. Achieving Accredited Contact Centre status sets you apart as an industry leader, with the chance to be nominated for the prestigious Contact Centre Excellence Award at the UK National Contact Centre Awards! 🏆 Ready to start your journey toward exceptional performance? Contact Melanie Lomax at [email protected] to learn more or visit our website for more info: https://lnkd.in/gY_pK8pP 👉 How will you elevate your contact centre in 2024?

The financial services sector is facing its share of challenges, from rising customer expectations to the evolving Consumer Duty regulations. But how are industry leaders using data to transform these challenges into opportunities? 💭 At the recent Financial Services Leadership Forum, we asked top leaders how they’re using data to drive investment, increase lifetime value, and shift perceptions of contact centres—from cost centres to value creators. Download the full report now and gain key insights from the experts! 👉 https://lnkd.in/ecB_Jkmh

So, like many other businesses at this time of year, the CCMA | Contact Centre Management Association team came together for our annual Christmas get together… and it was one to remember! Following a team meeting and Secret Santa, we took part in Lucardo Ltd escape room, where we split into two teams to see who could escape first. It turns out we’re all a little bit competitive! 🤔 Next up was dinner at the beautiful Grand Pacific where one of our CCMA Academy trainers Jenifer Lord IACTM joined us. For some the night ended here, but for many the next stop was a karaoke room in China Town… and for everyone’s sake it’s best that what happens in the karaoke room stays in the karaoke room. We won’t be starting CCMA’s got Talent anytime soon! A fabulous night, tarnished only by the fact that Jackie Pringle and Stephen Yap were unable to join us. #TeamCCMA #CompetitiveCrew #JustBecauseWeCantSing #DoesntMeanWeWontSing Leigh Hopwood Kate Law Chrissie Spencer Laura Farrell Melanie Lomax Colette Moss Naomi V. Stelize Buencochillo Gemma Dare

💡Have you seen the CCMA Technology Report, created in partnership with Route 101 Ltd.? A CCMA members only benefit, if you’re navigating the fast-changing world of contact centre technology, this report is your essential guide. Packed with insights, trends, and practical advice, it’s tailored to help you stay ahead in delivering exceptional customer experiences. Here’s a peek to what’s inside: 🔹The latest trends reshaping customer service. 🔹The reality of AI – what’s possible now and what’s next. 🔹A blueprint for building the ideal tech stack. 🔹A 10-step guide to streamline tech procurement. 🔹Strategies to optimise technology for better customer experiences. 📄Members can request their copy today. Simply fill out the form, and we’ll get it over to you. https://lnkd.in/eC78i_PT