CCMA | Call Centre Management Association
Colette Moss is an experienced professional with a diverse background in management and continuous improvement. Currently serving as Learning Manager and Events Manager at CCMA (Call Centre Management Association) since March 2019, Colette oversees the planning and execution of seminars, conferences, and best practice visits across the UK and digitally. Prior to this, Colette spent over 30 years at Co-op Insurance in various roles, including Continuous Improvement Practitioner, where responsibilities involved coordinating complaints root cause analysis and driving operational improvements, as well as leading training initiatives for virtual teams. Colette's experience also encompasses roles as a Sales & Service Senior Quality Technician and Customer Insight Technician, focusing on enhancing customer satisfaction and quality monitoring within the call centre environment.
CCMA | Call Centre Management Association
The CCMA is the longest established association representing the call and contact centre industry in the UK. We support contact centre management through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training. Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments. The CCMA believes that the key to providing quality employment lies in promoting managerial excellence. CCMA is dedicated to fostering the development of a new breed of contact centre professionals – individuals with vision, expertise, and the commitment necessary to enable their respective organisations to thrive in an era of fast changing, networked economies, global competition and heightened customer expectations.