Inside This Playbook

    1. 📒 1.1 Understanding the Role of BPOs in CX Operations

      FREE PREVIEW

    2. 📒 1.2 Signs It’s Time to Consider a BPO

    3. 📒 1.3 Common Mistakes When Outsourcing Too Soon (or Too Late)

    4. 🧠1.4: Should You Outsource Your Support?

    5. ✔️ 1.5 Knowledge Check

    1. 📒 2.1 Where to Start Your Search

    2. 📒 2.2 Creating a Clear Vendor Assessment Criteria

    3. 📒 2.3 Running a Smart RFP Process

    4. 💼 2.4 Case Study: Vodafone Fiji’s Customer Support Transformation

    5. 🧠 2.5: Starting Your BPO Search the Smart Way

    6. ✔️ 2.6 Knowledge Check

    1. 📒 3.1 Understanding Pricing Models

    2. 📒 3.2 How to Negotiate Without Undermining Partnership

    3. 📒 3.3 Building a Contract that Actually Supports You

    4. 🧠 3.4: Pricing, Negotiation & Contracting

    5. ✔️ 3.5 Knowledge Check

    1. 📒 4.1 Onboarding and Knowledge Transfer

    2. 📒 4.2 Training BPO Agents for Brand Voice and Product Expertise

    3. 📒 4.3 Tool Access, Reporting, and Communication Rhythms

    4. 💼 4.4 Case Study: SESAC’s Strategic BPO Partnership for Customer Support

    5. 🧠 4.5: Launching & Enabling Your BPO Team

    6. ✔️ 4.6 Knowledge Check

    1. 📒 5.1 Holding BPOs Accountable Without Micromanaging

    2. 📒 5.2 Performance Metrics and Review Cadence

    3. 📒 5.3 Growing, Adjusting, or Ending the Partnership

    4. 💼 5.4 Support Services Group (SSG) – Fostering Accountability Without Micromanagement

    5. 🧠 5.5: Leading the Partnership Long-Term

    6. ✔️ 5.6 Knowledge Check

    1. 📒 6.1 Final Lesson: Putting It All Together

    2. 📖 6.2 Download Your Playbook

About this course

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

FAQ

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  • 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.

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    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.