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Coming October 15, 2025

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    1. πŸ“’ 1.1 Rethinking Your Role: From Vendor Liaison to Performance Leader

    2. πŸ“’ 1.2 Aligning Outsourcing with Business Goals

    3. 🧠 1.3: Own the Partnership, Drive the Performance

    4. βœ”οΈ 1.4 Knowledge Check

    1. πŸ“’ 2.1 Setting SLAs That Drive the Right Behavior

    2. πŸ“’ 2.2 Operational Models: Seat-Based, Outcome-Based, Hybrid

    3. πŸ’Ό 2.3 How Airbnb Scaled Global CX by Leading Its BPOs Like Internal Teams

    4. 🧠 2.4: Set the Structure, Shape the Results

    5. βœ”οΈ 2.5 Knowledge Check

    1. πŸ“’ 3.1 What to Measure: Metrics That Matter

    2. πŸ“’ 3.2 Structuring QBRs and Weekly Reviews

    3. πŸ“’ 3.3 Managing Red Flags Early

    4. 🧠 3.4: Measure What Matters and Stay Ahead of Issues

    5. βœ”οΈ 3.5 Knowledge Check

    1. πŸ“’ 4.1 Building Trust and Accountability Across Time Zones

    2. πŸ“’ 4.2 Scaling the Partnership or Resetting Expectations

    3. πŸ’Ό 4.3 How Spotify Transformed BPO Performance with Strategic Metrics and Reviews

    4. 🧠 4.4: Lead Across Borders and Moments

    5. βœ”οΈ 4.5 Knowledge Check

    1. πŸ“’ 5.1 Final Checklist: Your First 90 Days of BPO Excellence

    2. πŸ“’ 5.2 Common Pitfalls to Avoid and How to Stay Ahead

    3. 🧠 5.3: Execute, Lead, and Stay Ahead

    4. βœ”οΈ 5.4 Knowledge Check

    5. πŸ“– 5.5 Download Your Playbook

About this course

  • $149.00
  • 24 lessons
  • 0.5 hours of video content

Lead with Strength in CX Operations

Get this playbookβ€”or unlock every playbook in our Operations Certification Series. Every playbook is designed to help you step into your role as a Certified CX Operations Leader with confidence, clarity, and the skills to lead without hesitation.

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