Inside This Playbook

    1. 📒 1.1 Customer Service Channels Explained

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    2. 📒 1.2 Introduction to Customer Service KPIs

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    3. 🧠 1.3 Practice Exercise: Channel Checkup - Optimizing Customer Service Channels

    4. ✔️1.4 Knowledge Check: Introduction to CX KPIs

    1. 📒 2.1 Key Customer Service KPIs

    2. 💼 2.2 Case Study: Zappos + KPIs

    3. 📒 2.3 Choosing the Right KPIs for Your Team

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    4. 💼 2.4 Case Study: How AirHelp Used an Omnichannel Strategy to Transform Customer Service

    5. 🧠 2.5 Practice Exercise: KPI Mastery for CX Success

    6. ✔️ 2.6 Knowledge Check: Understanding Customer Service Channels

    1. 📒 3.1 KPIs Agents Control vs. KPIs Managers Drive

    2. 🧠 3.2 Practice Exercise: KPI Accountability Mapping – Who’s Driving Results?

    3. 📒3.3 KPIs for Executives

    4. 💼 3.4 Case Study: Enhancing Customer Service Through KPI Accountability

    5. 🧠 3.5 Practice Exercise: Executive KPI Translator – Turn Metrics into Strategic Insights

    6. ✔️3.6 Knowledge Check: KPI Accountability

    1. 📒 4.1 Setting the Stage for KPI Rollout

    2. 💼 4.2 Case Study: Hubspot: Rolling Out New KPIs for Customer Service Excellence

    3. 📒 4.3 Communicating & Training for KPI Success

    4. 📒 4.4 Monitoring, Coaching & Optimizing KPIs

    5. 🧠 4.5 Practice Exercise: KPI Focus Toolkit for CX Leaders

    6. ✔️4.6 Knowledge Check: How to Roll Out new KPIs

    1. 📒 5.1 Mastering CX Metrics

    2. 📖 5.6 Download Your Workbook

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, it’s yours for life — 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. They’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 — we’ll credit your single playbook purchase toward your All-Access Pass.

  • What’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 isn’t what you expected, reach out within 7 days and we’ll do everything we can to make it right. Once a playbook has been downloaded, refunds aren’t available since you’ve already unlocked its value — but we’ll work with you to find a creative solution, whether that’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 — it takes one minute and points you to the best fit for your role and goals. https://www.cxcollectiveadvantage.com/match