No one understands the role of the customer experience leader like we do.
CX leaders have so many pieces to juggle and those who don’t work in our world, simply don’t understand. We have to be in the past, present and future all at once... and we're also more than leaders, we're mentors because our teams are usually made up of people who are new to the workplace.
We’re here to be a support system to fellow CX leaders, and make you look like the genius you are, in front of your boss and the rest of the company.
If you have 2 hours a week, we can give you back at least 4 hour by eliminating guesswork alone when it comes to planning for the holidays.
Our workshop is six weeks long and ends the week before Black Friday. Serendipitous, we think! You’ll be working with Ty Givens,
Ty Givens is the founder and CEO of The Workforce Pro, the leader in contact center success solutions. Her strategic guidance played an integral part in the global success of Thrive Market, Your Super, Ilia Beauty and ShoeDazzle.
Givens is known for her ability to save clients millions in revenue, improve call answer rates by over 40% and increase productivity by over 30%. She is a trusted advisor to many high-profile clients within the e-commerce, healthcare and retail spaces, making her one of the most sought-after strategists for contact centers.
"Working with Ty is an amazing opportunity to hone the “gift” of customer service, while also expanding one’s knowledge of best practices and new systems. Ty is both teacher and student! She steps in, mentors, and provides the resources to succeed. She also is open to feedback, hearing what works and what may not be working so well. This is characteristic of a great teacher and leader!"
A worry-free holiday season is absolutely possible! Having taken numerous ecommerce brands through the holiday season, we know what you’ll need to be prepared for.
Staffing needs (we never quite get what we ask for… we'll tell you how to operate with less than you need, and how to communicate your need for more.)
Vacation and absence planning for your team (because, let’s face it, everyone thinks they should have weekends and holidays off).
Buy in and cooperation from Marketing, and other relevant functions within the company... we will show you how to reduce confusing copy from Marketing (they don’t talk to customers, we do!) Let us help you get the feedback to the right people to keep customers from calling or messaging about silly things.
Knowledge transfer. You have a team of supposed subject matter experts, many of which likely stated just moments before (your holiday help)… we can help you help them speak to your service or product like a pro… more sales anyone???
Lastly, your peace of mind matters. We can help you with time management, a safe place to vent and we’ll help you accomplish your goals… sanely. If you’re new to this, you may not know the difference between a pain point and a necessary evil. We do.
“I worked with Ty at start-up that grew at a phenomenal pace. As the company expanded, I watched her smoothly hire and train a large team of customer service representatives. She was able to keep her team energized and informed about the company even as the company grew and evolved. Her positivity and enthusiasm for the job was contagious, and I'd love to work with her again.”
Through a combination of e-learning and live sessions, you’ll be guided through holiday readiness and it will absolutely be the smoothest holiday process you’ve EVER experienced. We will provide an interactive experience with our online workbook, where we will ask questions, and help guide you through the answers.
During our live sessions, we will work through real life examples relevant to the lesson.
Here's how the six weeks are planned out:
During the first two weeks, we will focus on ensuring you have enough people to do the work, and if not, there are contingency plans in place. Let’s face it… it’s rare we actually get the headcount we ask for.
Next, we will focus on communication for the team. By knowing the workload, we can easily determine how many people are needed each day. We will share our strategies on getting coverage and balancing much needed time off for your team.
Afterwards, we will help you develop proper cross functional communication. We will show you how to communicate in all directions in a way that generates action for your CX team.
Lastly, we will prepare for “make goods”. I wish we could day everything will go as planned, but if it doesn’t, let’s be ready!
We're taking sign ups now through October 9, 2020. Don't miss out!
Sharing your information does not automatically enroll you in the course.
If your physical address is listed, we will provide you with a proposal, including pricing within 1 business day, Accepting that proposal will secure your space for 2 business days. Payment received means you're enrolled.
We want you to LOVE your learning experience. Transferring knowledge to you matters first and foremost. To be sure we can really engage with each student, we will be limiting the enrollment to 12 attendees only.
The 12 attendees will be split into 3 groups of 4, based on their experience levels. For more advanced attendees, we're happy to go off script a bit, so long as the curriculum is covered.