My name is Ty Givens. I've worked in customer experience operations since I was 18 years old. I started my career with Office Depot. I worked my way up from a customer service representative to what we know today as Workforce Management Analyst.
From there, I went on to Home Depot in a similar capacity and on to Intuit where I set up and established what's known today as Resource Planning (essentially workforce management that expands outside of the contact center).
Next I went on to work at Herbalife, Molina Healthcare, See's Candies, Shoedazzle and Thrive Market to name a few. I've received an offer for EVERY company I've interviewed with and I want to share my journey with you.
Having worked across so many verticals in the CX space, I've seen and learned a lot about similarities and differences. My journey is now focused on helping companies on the cusp of growth set up for scale, and developing new CX leaders who can do it all, the same as me when I was building CX for some of the fastest growing startups out there.
SOLUTIONS FOR YOU
CX OPS ROADMAP
Through my company, The Workforce Pro, we offer Powerhouse Workflows where we will review your current CX operational set up and provide you with a gap analysis on your tools, processes and people. The goal is to show you what needs to get done to reach your goals. We're also available to do the work for you (yes, you read that right).
STAFF AND MANAGEMENT TRAINING
We offer a few different types of trainings for very different audiences.
A favorite of CX Leaders and their bosses: we have the Customer Experience Operations bundle which includes more than just training, but also includes tools you'll need when running customer experience operations. Click here to learn more.
We also create customized customer service trainings including how to help customers using your systems (including Zendesk). This one is loved most by Customer Experience Leaders. Check out a sample.
Another training option, loved most by CEOs and Founders includes onboarding and custom cultural training which teaches people what it means to work at your company. Check out a sample.
Through The Workforce Pro, we will set up your contact center operations systems including ticketing and workforce management, to name a few. This is a 100% done for you service. Click here to learn more.
Through CX Actually, we have a safe space to help leaders develop. Our members can also take advantage of discounts for 1:1 coaching sessions and the CX Actually bundle. Click here to learn more about becoming a member.
CONTACT CENTER OPERATIONS
Using our Powerhouse Customer Experience program, we set up and scale customer experience operations for you. The program is extensive and includes the foundation you'll need for scale (all done for you) with solutions for Workforce Management, Quality Assurance, Training and Omnichannel Strategy. Click here to learn more.