Welcome to CX In A Box: the go-to place for anything related building, leading and managing Customer Experience teams.

All resources here are free, and brought to you by Felisha Wirtshafter.

It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference. Don’t worry about sounding professional. Sound like you. There are over 1.5 billion websites out there, but your story is what’s going to separate this one from the rest. If you read the words back and don’t hear your own voice in your head, that’s a good sign you still have more work to do.

Building Teams

Building a Hiring Plan

Job Descriptions & Interview Questions

Crafting Mission & Values

OKR Planning

Quality Assurance

Defining Quality Standards

Calibrations

Data & Analytics

KPIs to Track

Forecasting Tips

Resources & Docs

Macro Management

Scripts

Project Plan

Forecast

Knowledge Management

Building a Knowledge Base

Maintaining Content

Content Governance

New Product Releases Prep

Voice and Tone Development

Best Practices

Building a Shadowing Program

Soft Skill Trainings

BPOs & Outsourcing

Evaluating BPO Partners

Tech Stack

Help Desk Comparisons

QA Software

Forecasting & Headcount Planning

Survey Tools