Continuous Professional Development (CPD)


A Professional Designation is industry recognition that your skills are what the workplace wants and that you are up to date with the latest knowledge and practice in your field. This prestigious award confirms that you are competent and employable. Like a qualification, it is something you can actually write behind your name. In the Contact Centre Industry a designation is awarded for a period of three years, during which you are guided to maintain your CPD points. The CCMG is recognized with SAQA and is the only recognized professional body for the contact centre industry.

Earn CPD Points

Visit the Designation section of this website to see the CPD Plan for your Professional Designation.


Attend CCMG events to earn CPD points and network with your peers View the list of upcoming events here


Please see the list of training courses below. Each course can earn you 1 CPD point. Simply download the certificate once you have completed the course and send it to
Please contact the CCMG for more information on other training opportunities.

Free Training Courses

Conversations with balance

Conversations are all about moving messages between people. Effective conversations have balance. They don't feel strained. Both parties feel included and valued. Neither party feels locked out or their views ignored.

In this course, we'll discuss how to achieve that balance in every conversation. You'll learn about:

  • The Conversation Cycle
  • Acknowledging
  • Active Listening
  • Effective Questioning
  • Demonstrating empathy.

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Conversations that connect

In this short elearn, we will explore the art and science of rapport, and what it's like to be in rapport with another person. You will:

  • Understand the components that carry your message to another person and the techniques to optimise them
  • Begin to understand your own natural rapport language
  • Understand how to recognise and adapt to the language preferences of others
  • Understand unintended conversations vias, and how to remove them from our conversations Explore rapport building techniques of pacing, mirroring and matching.

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Programme for Positive

In this short module, you'll develop a deep understanding of how language can be interpreted by people in different ways. You'll learn:

  • Why we don't always process communications in the way they were intended
  • How to create communications that will be processed in the way they were intended
  • How to use positive language to influence others
  • How to identify your own language habits and choose to optimise them
  • Create clear and positive dialogue in every conversation

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Owning Challenging Conversations

We've all been in conversations that got out of control. A person says something that annoys the other, so they respond, maybe with something a little hurtful or dismissive. That really annoys the first person, who immediately retorts with a statement, judgement or accusation that is designed to hurt.

And so on. These are conversations that work for no-one and usually get nowhere other than two stresses and annoyed people.

It doesn't have to be that way. In this short module, we'll explore four simple models that allow you to break the escalation link, keep your intent pure, and achieve the best outcome for both parties. We'll explore:

  • The Behaviour Continuum
  • The Guardian Model
  • Ego and Communication
  • Conversational Safety Nets.

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Exploring your Values

This course will help you identify your personal Values. Practicing your core Values infuses work with a greater sense of purpose.

Knowing your Values empowers you to make career choices that align with your authentic self. And showing up as your authentic self is key to feeling more confident, passionate, and invested at work.

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The Project Primer

So many jobs these days are project-based, and exist as temporary assignments to deliver change or transformation within an organisation. Learn the basics of project management here, and be ready for the challenge!

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The Authentic Trainer

This short course will give you a great foundation in how to deliver training in the business, with authority, authenticity and gravitas. As an internal employee, you already know the job, so training within your peer group can really be a win-win, as your colleagues and internal network will already be aware of your track record and ability.

Additionally, new employees will be learning from someone who knows the position inside and out, so they'll immediately see and feel the value of being trained by you.

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Leading Culture

This course will provide you with an introduction to the role of People Leader within your organisation. It's particularly relevant to people leaders working within their business's Customer Contact Centre.

The first of a number of elearn modules, in this module you will:

  • Understand the key purpose and role of People Leader in the Contact Centre
  • Begin to define the most appropriate working culture that supports to aims and objectives of the organisation while engaging with every individual team member
  • Develop a consistent leadership approach with flexibility to address any situation effectively.

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Leading Performance

The role of a People Leader is to support the individuals and team, while getting the job done. In a nutshell, those are the critical elements of any managerial role. Remember Adair's "Action-Centred Leadership" model from Module 1, and how we need to achieve a balance between all three elements of leadership.

"Getting the job done" though, requires us to examine, analyse and understand, how our people are actually performing, and what reasons there could be for lower (or higher) performance with individuals within your team. It's also challenging continuous improvement. The fact is, (and we'll say this again and again), today's "WOW" is tomorrow's expectation!

In this module, we'll introduce you to your new team! Well, in this case, it's a virtual team, one we made up - each with their own story, their own background, their own likes, dislikes, attitudes, motivation and performance. You'll be creating performance action plans for the people in this virtual team, then prioritising your activities, so you are likely to make the biggest impact quickly.

In this module, then, you'll

  • Connect the dots between the motive of your organisation to serve and the motive - and motivation - of your customer to do business
  • Understand the key performance areas in which you can really drive performance in your team
  • Be able to identify your team outliers, and create realistic KPI targets
  • Identify - and work with - your Real Time Management Tool Kit
  • Understand SMART goal setting
  • Create performance action plans, and a powerful briefing template that will keep your team engaged.
  • In addition, we'll explore the opportunities for discussing and challenging performance, and how to optimise these opportunities, including your team briefings, buzz sessions and daily "stand up" planning sessions. any situation effectively.

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Leading Motivation

This module - one of the series designed to develop new managers in a customer Contact Centre - is based around people. Organisations always say that people are their most important asset, but don't often give them the focus that treats them like unique individuals.

This module is about leading performance, though it's about understanding your people. By the end of this module, you will:

  • Understand the different management approaches you need to consider for different types of people
  • Understand how change is perceived by different people types
  • Have the tools to develop a motivation strategy that addresses the motivational triggers of every individual in your team
  • Create a strategy for developing your team to be a high-performing team.

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Leading Feedback and Coaching

One of the most important responsibilities of a people leader is around developing their people. You will have regular interventions, one to ones, coaching sessions and team briefings within your operational "operating rhythm" - all of which give you the opportunity to stimulate growth and improvement in your team, while underpinning the strategy for continuous customer improvement.

In this module, we'll explore techniques for developing your people through structured and unstructured coaching, and at the end of this, you will:

  • Understand how to develop and maintain a coaching culture within the Contact Centre
  • Understand feedback approaches for both Internal and external validators
  • Work with the GROW model of coaching
  • Begin to formulate detailed performance and coaching aids for the people in your team.

Click here to take the course: