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
Live now15
Draft queue0
This track page is intentionally kept out of the index until more of the public lessons are live. That keeps the course structure visible to readers without asking search engines to rank half-written curriculum pages.
Track lessons
Live lessons link out directly. Draft lessons are already scaffolded in the repo so the curriculum can be written in order without changing slugs or metadata later.
- 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.