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Module 9: Building High-Performing CX Teams
1. Culture First, Metrics Second: The Foundation of a CX Team

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2. Coaching & QA as Strategic Growth Tools

1. Culture First, Metrics Second: The Foundation of a CX TeamPREVIEW

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.

Duration: 6:20

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Bill Barcelona

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.

5 lessons • 32 min

1. Culture First, Metrics Second: The Foundation of a CX Team

2. Coaching & QA as Strategic Growth Tools

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3. Team Structure & Roles That Scale

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4. Career Paths & Retention in CX

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5. Workforce Management & Forecasting for CX Teams

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