Staffing Your CX Dream Team
Why I (oddly) love this space so much
There’s nothing that gets me more fired up than the thought of a CX team staffed to perfection: every conversation is driving customer satisfaction, brand buzz and loyalty, pushing the business forward. Team members feel fulfilled. CX leadership basks in the glory, while company leadership takes notice. Even Finance is happy, because the department is under budget, despite world-class quality and clear impact to the business.
Sounds great, right? And trust me, it’s totally achievable for every organization.
Putting the puzzle together: bespoke solutions
Realizing this perfectly-staffed-CX-team nirvana is very achievable; but that doesn’t mean it’s easy, or the same solution for every company. Far from it.
One company’s perfect CX Team could be 100% full-time, in-office, USA-based talent. Another company’s perfection could be 100% outsourced, hourly, offshore talent. For many others, it’s a thoughtful blend of in-house and outsourced talent — with the right customer sets + issues matched and routed perfectly to the right teammates. One CX staffing recipe isn’t better than the other - just different profiles, serving different visions and objectives.
I’ve solved this riddle as an exec at some great brands, ranging from teams of a dozen people to several hundred people (at AG1, SeatGeek, Daily Harvest, Sundays for Dogs, 1stdibs and more). I’ve advised many more companies on finding their unique solution.
After answering a few questions via live convo or survey (priorities; preferences; budget; scope of work; etc.), I’ll make bespoke, actionable recommendations and warm, VIP intros for any brand. And I’ll ensure that you’ll get the best rates and the best experiences with all.
This is the confidence that comes with doing something very specific many times; bringing a high degree of passion and accountability; and having a super-deep bench of partners and resources who I treat with respect and appreciation!
Sample BPO Profiles in my Network
Building relationships with the highest-quality and client satisfaction BPOs on the planet has been one of the most rewarding parts of building my CX Joe Advisory.
Every company that I recommend I’ve either loved as a direct client myself, or I’ve vetted thoroughly and developed personal relationships with the founders or other senior leadership at the organization. I take these recommendations, and the ensuing success and happiness of my clients, incredibly seriously.
Here are just a few of the wonderfully unique profiles of my top rec BPO partners:
Impossibly high-value / quality talent in The Philippines: $11-$12 / hour. Work from home. Top tier talent, oftentimes Tiers 2/3 + Team Leads on other campaigns. Launch in weeks. Trusted by top ecommerce brands. Direct access to Founder/CEO ongoing.
Dynamic, creative talent (and accents your customers will love) in South Africa: $13-$16 / hour for CX superstars; higher for agency-level marketing and creative talent. In-office. Enjoy direct access to Founders, who bring a wealth of strategic firepower.
Near-shore CX pros ready to think on their feet, across Latin America: $15-$17 / hour. Work from award-winning, world-class offices that drive fanatical employee loyalty and top-tier work. Excel with retention-geared campaigns; Fintech; Healthcare + more
US-Based Luxury + Loyalty Extraordinaires for VIP brands + customer tiers: $30+ / hour. Give your customers truly elite experiences, delivered from native English speakers and dedicated Customer Care professionals working from beautiful hubs in FL and NH.
US-Based Military Spouses - top CX talent plus a marketable social mission: $30+ / hour. This org matches dedicated military spouses - a loyal, highly educated, talented, personable workforce - with brands who want top CX and a partner to feel proud of.
Again, these are just a few sample profiles.
Contact me today to get your own personalized recommendations + VIP intros.