Description

The CX Onboarding Playbook: A 4-Week Program to Build Your Staffing, Training & New Hire Success Strategy

This 4-week course equips CX and operational leaders with a complete, modern framework for building and sustaining a high-performing onboarding program. Each week blends best practices with hands-on application, helping you design a staffing model, streamline hiring and onboarding processes, strengthen training readiness, and create a structured 90-day new hire success plan. By the end of the program, you will walk away with your own customized onboarding playbook tailored to your contact center’s needs.

Module 1: Staffing Strategy for a Modern Contact Center

• Evaluate regional, nationwide, offshore, and hybrid hiring approaches
• Assess the advantages of in-house, BPO, employer-of-record, and blended staffing models
• Determine the right mix of full-time, part-time, and flexible role types
• Align staffing decisions with operational goals, budget, and customer experience outcomes

Module 2: Hiring & Onboarding Foundations

• Identify the candidate profiles most likely to succeed in your contact center environment
• Strengthen selection through assessments, structured interviews, and behavioral indicators
• Establish smooth pre-hire and pre-day-one processes, including tech checks and expectation setting
• Design an engaging and confidence-building Day 1 experience for new hires

Module 3: Training Readiness & Delivery Excellence

• Apply best practices in virtual training design, pacing, and facilitation
• Build strong alignment among operations, training, and QA to ensure readiness for launch
• Use nesting, practice environments, and early performance checkpoints to support skill growth
• Develop feedback and communication loops that reinforce learning and reduce early attrition

Module 4: Transitioning From Training to Production

• Design a structured 90-day transition plan that supports performance and retention
• Build mentorship, peer-support, and social connection programs for new hires
• Implement early-tenure engagement practices that promote confidence and belonging
• Use key data, feedback signals, and check-ins to identify and support at-risk new hires