The CX Advantage

Gain a leg up in support with on-demand learning. Our blogs break down each course, making it easier to understand the concepts and see the real benefits.

Playbooks

Is Your CX Team Ready for AI? How to Know, What to Expect, and What to Avoid

Thinking about bringing AI into your customer experience strategy? In this article, we break down how to assess your readiness for AI, how long a typical rollout takes, and what challenges most CX teams face along the way.

Sep 24

How to Handle Escalations Like a Pro: 5 Leadership Tips for Staying Cool Under Pressure

Escalations are inevitable, but they don’t have to shake your confidence. In this blog, you’ll learn how to handle escalations with five proven leadership strategies that keep you calm under pressure, build trust with your team, and turn tense moments into opportunities for growth.

Sep 17

From Manager to Leader: 5 Coaching Habits That Build High-Performing Support Teams

Ready to level up your leadership game? These 5 coaching habits help support team managers evolve into confident, people-first leaders. It starts with mindset, and it ends with empowered teams.

Sep 10

5 Proven Tips for Building a Coaching Program That Actually Works

A strong coaching program is the foundation of any high-performing CX team. Learn five proven tips like using the CARE feedback framework and tying coaching to career growth to build a program that drives real results.

Sep 3

Building a Strategic BPO Partnership: Beyond Cost-Cutting

Learn how to build a BPO partnership that acts as a true extension of your team. This blog covers timing, selection, negotiation, and onboarding strategies that elevate CX impact.

Aug 20

Transforming CX Leadership: From Whack-a-Mole to Strategic Excellence

Most CX leaders weren’t trained for the job. The Certified Performance Leader path helps them go from reactive managers to strategic operators using proven frameworks and measurable results.

Aug 13

Unlocking Influence: How CX Leaders Gain a Strategic Seat at the Table

Learn how to build CX leadership influence and gain a strategic seat at the table. Discover how to communicate in leadership’s language, build trust, and drive business outcomes.

Aug 6

CX Leadership Time Management: The Blueprint for Mastering Time and Leadership Success

Ready to lead with intention? This guide reveals how CX leaders can reclaim their time, create strategic rhythms, and step into impactful leadership roles.

Jul 21