CCMA: Advancing Equity in Progression & Leadership in Contact Centres
In this CCMA Circle session, we explore why advancing equity in progression and leadership is about far more than policies and good intentions. While contact centres are often entry points for diverse talent, representation frequently diminishes at team leader and management levels. Creating truly equitable pathways requires organisations to address both structural and cultural barriers that influence how people develop and progress.
This session will focus on how organisations can create fair and transparent access to development and promotion opportunities, particularly for underrepresented groups. We’ll discuss approaches to building inclusive talent pipelines through mentoring, sponsorship and skills-based progression frameworks, and explore how representation in leadership roles shapes engagement, culture and customer outcomes. We’ll also consider how to identify and reduce bias within performance management and evaluation processes.
Join the Circle discussion to share experiences, challenges and practical ideas for embedding equity into progression frameworks, strengthening leadership diversity and creating meaningful, measurable impact.
For additional information on the event or to register Click Here
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.
