Course track
Contact Center and CX Operations
Design and run contact center and customer experience delivery: channels, ticketing, escalation, scripts, multilingual support, handling time, service levels, complaint handling, and CX playbooks for outsourced support teams.
Lessons15
Published15 live
Coverage100%
This track is fully published, so every lesson below is live and linked directly. It now works as a standalone course collection page as well as part of the wider BPO curriculum.
Track lessons
Every lesson in this track is live. Start at the top if you want the full progression, or jump to the lesson that matches the current operational problem.
- Lesson 1LiveInbound vs Outbound Call Centers
- Lesson 2LiveOmnichannel Customer Support for BPO Teams
- Lesson 3LiveHow Ticketing Systems Work in BPO
- Lesson 4LiveHow to Design a Ticket Escalation Process
- Lesson 5LiveCall Center Scripts vs Conversational Guides
- Lesson 6LiveFirst Call Resolution Explained
- Lesson 7LiveAverage Handle Time Explained
- Lesson 8LiveService Level vs Response Time vs Resolution Time
- Lesson 9LiveMultilingual Customer Support Best Practices
- Lesson 10LiveChat Support vs Email Support vs Phone Support
- Lesson 11LiveSocial Media Support Operations for BPO
- Lesson 12LiveKnowledge Base and Macros for Support Teams
- Lesson 13LiveComplaint Handling and De-Escalation in BPO
- Lesson 14LiveCSAT vs NPS vs CES for BPO Teams
- Lesson 15LiveHow to Build a CX Playbook for Outsourced Support
Tools that fit this track
Free, privacy-first utilities in your browser — no uploads required for most workflows.
- Escalation Matrix BuilderGenerate a structured escalation ladder by severity, channel, response target, ownership, and business impact.
- Support KPI Scorecard BuilderBuild a weighted KPI scorecard covering FCR, AHT, SLA, CSAT, response time, and resolution time.
- Call / Chat QA Scorecard BuilderCreate a weighted QA form for compliance, empathy, resolution quality, process adherence, and documentation.
- BPO Operator ToolsOpen the full browser-based tool cluster for BPO operators, buyers, and delivery teams.
Browse other course tracks
- BPO FoundationsStart here if you are still learning the model. This track covers what BPO is, how different delivery and geography models compare, where BPO sits next to BPM, BPA, and RPA, and which processes actually belong outside the company in the first place.
- BPO Service Lines and Delivery ModelsA tour of the actual categories buyers and operators deal with: customer service, finance and accounting, HR, procurement, data, healthcare, insurance, ecommerce, logistics, plus managed services, staff augmentation, pricing models, and global delivery patterns.
- Back-Office BPO OperationsPractical design for back-office delivery: AP, AR, order processing, payroll, HR ops, claims, medical billing, document workflows, data QC, procurement, master data, and content moderation in a modern operating model.