CCMA: Creating a Culture People Want to Be Part Of
In this CCMA Circle session, we explore why culture is about far more than values written on a wall. True culture is shaped by everyday behaviours, leadership actions and how people experience work. When organisations intentionally create environments where people feel supported, included and valued, they build engaged teams who deliver stronger outcomes for both customers and the business.
This session will focus on how culture is created, maintained and evolved within contact centres. We’ll discuss the role of leadership, communication and recognition in shaping positive environments, and explore how organisations can foster a sense of belonging that drives motivation, retention and performance.
Join the Circle discussion to share experiences, challenges and practical ideas for building a culture that attracts, engages and retains great people, and creates a workplace others want to be part of.
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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.
