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What’s Inside the CCXOL Path
This isn’t just another training program.
It’s a career accelerator—built for the leaders who were handed a team before they were ever handed a playbook.
The CCXOL path includes 14 hands-on, actionable courses you can complete on your schedule—whether you’re squeezing it in between meetings or logging in after the queue quiets down.
What’s Inside Each Course:
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Straightforward video lessons that speak your language, led by someone who’s done the work, not just studied it.
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Real-world case studies from companies that faced the same challenges you do.
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Practical exercises so you can apply every lesson to your day-to-day reality.
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Downloadable playbooks that double as your go-to resources long after the course ends.
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A professional certification badge to recognize your expertise and readiness (launching Q1).
You won’t just learn what to do—you’ll walk away knowing how to do it, with tools that earn you trust, clarity, and results.
Who is CCXOL designed for?
CX Managers & Team Leads
You were promoted because you were great at your job—now you’re leading a team without a playbook, trying to figure it out as you go.
Support Operations Pros
You’ve mastered the systems behind the scenes. Now you’re ready to step up, drive outcomes, and prove the impact of your work.
Aspiring Directors
You’re done being tactical. You want to think bigger, lead strategically, and finally get a seat at the table where decisions are made.
Consultants & Coaches
You’re guiding CX teams through growth—but need proven, plug-and-play tools to deliver results faster and build client trust.
Metric Mastery
Master the KPIs that matter. Learn how to interpret, measure, and optimize your CX performance across key support channels.
Duration: 2 hours | Type: Required for Certification
Email KPIs, Decoded
Learn the metrics that power email support: handle time, FCR, backlog, and more. Benchmark and improve your email CX fast.
Duration: 2 hours | Type: Required for CertificationLive Chat KPIs, Decoded
Learn how to choose and track the KPIs that matter most for live chat success. Drive performance, improve CX, and prove your team’s value with data that counts.Duration: 30 minutes | Type: Elective
Phone KPIs, Decoded
Learn which KPIs truly measure phone support success. Track what matters and make data-driven decisions that drive CX excellence.Duration: 30 minutes | Type: Elective
Social Media KPIs, Decoded
Learn which social media KPIs actually drive CX success. Track what matters and show your team’s value with data that speaks volumes.
Duration: 30 minutes | Type: Elective
Self Service KPIs, Decoded
Learn which KPIs reveal if your help center is helping—or just hiding your team. Track what matters and prove ROI.Duration: 30 minutes | Type: Elective
Messaging KPIs, Decoded
Learn which messaging KPIs actually matter and how to tie them to real business outcomes—so you can prove impact, not just activity.
Duration: 30 minutes | Type: Elective
The Strategic 4-Step Guide: AI Readiness
Get your team, tools, and tickets AI-ready. This playbook helps you prep operations before automation rolls in.
Duration: 30 minutes | Type: ElectiveRight People. Right Time. Real Results. A Human-Centered Approach to CX Workforce Management
Build a staffing plan that works. Learn the core concepts of WFM so you can schedule smart and lead with data.
Duration: 2 hours | Type: Required for Certification
Release Date: June 24, 2025
The Tagging Blueprint: Turn Support Data Into Strategy
Design a tagging system that powers better reporting, AI, and decision-making.
Duration: 2 hours | Type: Required for Certification
Release Date: June 24, 2025
Fix Your Feedback Loop: Scalable QA & Coaching That Drives Growth
Set up a quality program that doesn’t just score agents—it supports them. Build scalable, fair QA that drives outcomes.
Duration: 2 hours | Type: Required for CertificationRelease Date: July 28, 2025
From Data to Direction: Create Dashboards That Tell a Story
Learn how to design dashboards that tell a story and drive action.
Duration: 2 hours | Type: Required for CertificationRelease Date: July 28, 2025
Outsourced, Not Outplayed: How to Find, Manage, and Maximize BPO Partnerships
Lead outsourced teams like a pro. Set SLAs, track performance, and manage global partners with clarity and control.
Duration: 2 hours | Type: Required for CertificationRelease Date: September 30, 2025
The CX Budget Blueprint: Forecast Smarter. Justify Everything.
Learn how to build data-backed CX budgets and forecasts that earn executive buy-in, justify investments, and position your team as a growth driver—not a cost center.
Duration: 2 hours | Type: Required for Certification
Release Date: September 30, 2025
What You’ll Walk Away With
✔️ Certification in the CX path that matches your career goals
✔️ Self-paced learning with 90 days of access (or more for early adopters)
✔️ Downloadable playbooks and templates you can use immediately
✔️ Real-world lessons built from decades of operational experience
✔️ Clarity, confidence, and strategic edge to lead—not just manage
Built for CX leaders who were handed responsibility—but never shown how to lead at scale.
Whether you’re managing a team, overseeing operations, or sitting at the head of CX, this path is for those who are figuring it out as they go—without the benefit of training or mentorship from someone who’s done the job before.
You’ll learn how to run efficient support systems, build workflows that scale, track the KPIs that matter, and prepare your team for AI—with real-world guidance every step of the way.
8 hands-on, self-paced courses available now, six more launching this year.
No guesswork. Just proven strategies from someone who’s walked the path.
Built for CX leaders who are responsible for team performance—but never got the tools to coach, support, and lead with structure.
Whether you’re managing frontline agents or leading other managers, this path is for those who are expected to improve results—but weren’t handed a system for how to actually do it.
You’ll learn how to build fair, effective QA programs, lead coaching conversations that drive growth, and create a culture of accountability without burning your team out.
Launching July 2025.
6 hands-on, self-paced courses designed to help you lead with confidence and consistency.
No micromanagement. Just performance systems that work.Built for CX leaders who are expected to drive performance—but were never taught how to lead with structure and support.
Whether you're managing a frontline team or overseeing a group of managers, this path is for those who need real systems—not just instincts—to improve quality, accountability, and results.
You’ll learn how to build coaching programs that actually help, create QA frameworks that are fair and scalable, and foster a culture of performance without burnout or blame.
Launching July 2025
6 hands-on, self-paced courses built for leaders who want to grow people, not just metrics.
No guesswork. Just practical tools that make you a better coach and a stronger leader.Built for CX leaders who are being asked to “get ready for AI”—but haven’t been shown what that actually means.
Whether you’re responsible for your team’s knowledge base, exploring automation, or simply trying to stay ahead of the curve, this path is for those figuring it out in real time—without a roadmap or mentor who’s done it before.
You’ll learn how to prepare your support org for AI, automate with intention, and build a knowledge base that empowers both agents and automation—with real-world guidance at every step.
Launching February 2026.
Hands-on, self-paced courses built for the future of CX.
No hype. No overwhelm. Just clear, actionable strategy that works.
Developed by Ty Givens, Founder of CX Collective
Ty has spent 25+ years in customer support, building teams from the ground up and training future leaders across brands like See’s Candies, Thrive Causemetics, Shoedazzle, and Herbalife. Her playbooks are trusted by operators and execs alike. and now they’re yours.
