Module 9: Building High-Performing CX Teams
Learn how to build a scalable, high-performance CX organization by empowering agents, transforming QA into a growth engine.
32m
5 lessons
ADVANCED
Instructor
Bill BarcelonaAbout This Course
In this masterclass, Bill Barcellona (Member of Whisker’s Leadership Team) reveals how to build a high-performance CX organization that scales without losing its soul. You’ll move beyond the "compliance-first" mindset to design a culture where agents feel empowered, QA is a growth engine, and specialized roles become your strategic backbone.
What You'll Learn
- Practical frameworks you can apply immediately
- Real-world strategies from industry experts
- Step-by-step guidance with examples
- Downloadable resources and templates
Course Content
5 lessons • 32m total
1. Culture First, Metrics Second: The Foundation of a CX Team
A great CX starts before an agent clicks "send." Bill Barcellona explains why internal culture predicts external satisfaction. Move past surface perks to build psychological safety where feedback flows and mistakes are pivots, delivering the 3x higher returns of healthy cultures.
6:202. Coaching & QA as Strategic Growth Tools
Traditional QA fails when it's a punitive check. Bill reframes QA as a collaborative growth lever. Design scorecards aligned with human values and use frequent, action-oriented coaching to triple team engagement and radically improve CSAT. Only 29% of agents see current QA as helpful.
5:543. Team Structure & Roles That Scale
Flat structures fail as you grow. Bill identifies "org inflection points" and introduces models like specialized pods and technical tiers. Explore the rise of CXOps and learn how to design a flexible org chart that prioritizes expertise and career goals over any rigid hierarchy.
6:474. Career Paths & Retention in CX
Attrition costs billions; retention is a necessity. Bill shows how to build career ladders for leaders and specialists. Formalize lateral moves and upskilling to turn your support department into a destination role where 94% of employees stay longer because they see a real future.
6:025. Workforce Management & Forecasting for CX Teams
Support isn't accidental; it’s data-driven planning. Bill demystifies Workforce Management, showing how to forecast demand to prevent burnout while maintaining 25% better SLA consistency. Master capacity planning math to meet peaks without treating agents like numbers in a sheet.
7:44
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