Inside This Playbook

    1. ๐Ÿ“’ 1.1 Rethinking Your Role: From Vendor Liaison to Performance Leader

    2. ๐Ÿ“’ 1.2 Aligning Outsourcing with Business Goals

    3. ๐Ÿง  1.3: Own the Partnership, Drive the Performance

    4. โœ”๏ธ 1.4 Knowledge Check

    1. ๐Ÿ“’ 2.1 Setting SLAs That Drive the Right Behavior

    2. ๐Ÿ“’ 2.2 Operational Models: Seat-Based, Outcome-Based, Hybrid

    3. ๐Ÿ’ผ 2.3 How Airbnb Scaled Global CX by Leading Its BPOs Like Internal Teams

    4. ๐Ÿง  2.4: Set the Structure, Shape the Results

    5. โœ”๏ธ 2.5 Knowledge Check

    1. ๐Ÿ“’ 3.1 What to Measure: Metrics That Matter

    2. ๐Ÿ“’ 3.2 Structuring QBRs and Weekly Reviews

    3. ๐Ÿ“’ 3.3 Managing Red Flags Early

    4. ๐Ÿง  3.4: Measure What Matters and Stay Ahead of Issues

    5. โœ”๏ธ 3.5 Knowledge Check

    1. ๐Ÿ“’ 4.1 Building Trust and Accountability Across Time Zones

    2. ๐Ÿ“’ 4.2 Scaling the Partnership or Resetting Expectations

    3. ๐Ÿ’ผ 4.3 How Spotify Transformed BPO Performance with Strategic Metrics and Reviews

    4. ๐Ÿง  4.4: Lead Across Borders and Moments

    5. โœ”๏ธ 4.5 Knowledge Check

    1. ๐Ÿ“’ 5.1 Final Checklist: Your First 90 Days of BPO Excellence

    2. ๐Ÿ“’ 5.2 Common Pitfalls to Avoid and How to Stay Ahead

    3. ๐Ÿง  5.3: Execute, Lead, and Stay Ahead

    4. โœ”๏ธ 5.4 Knowledge Check

    5. ๐Ÿ“– 5.5 Download Your Playbook

About this course

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

FAQ

  • Do I really get to keep the playbook forever?

    Yes. Once you download a playbook, itโ€™s yours for life โ€” even if your access window ends.

  • How fast can I complete a playbook?

    Most leaders finish in under 2 hours, but you may be able to go faster. The goal is for you to quickly absorb the concepts and apply them immediately. Theyโ€™re designed for busy CX leaders who want quick wins, not long lectures.

  • What if I buy one playbook and later want All-Access?

    No problem โ€” weโ€™ll credit your single playbook purchase toward your All-Access Pass.

  • Whatโ€™s included in the All-Access Pass?

    Every current playbook, every new release for the year (rolling 12 month period), and all certification tracks. Plus, you can download and keep them all.

  • Are these playbooks for individuals or teams?

    Both. Many managers and directors start individually, then expand access for their team to scale faster.

  • Do you offer refunds?

    If the playbook isnโ€™t what you expected, reach out within 7 days and weโ€™ll do everything we can to make it right. Once a playbook has been downloaded, refunds arenโ€™t available since youโ€™ve already unlocked its value โ€” but weโ€™ll work with you to find a creative solution, whether thatโ€™s credit toward another playbook or helping you get the most out of what you purchased.

  • How do I know which playbook is right for me?

    Start with the Playbook Match quiz โ€” it takes one minute and points you to the best fit for your role and goals. https://www.cxcollectiveadvantage.com/match