📖Our Story

Imagine having a customer experience that people rave about. That’s what we aim to deliver at CX Collective. With over 20 years of experience, our founder Ty Givens has mastered the art of creating outstanding customer experiences, focusing on operational excellence.

Ty's story began in the bustling world of Fortune 500s and fast-paced startups. Her biggest challenges? Budget constraints and limited resources. From these challenges, the idea for CX Collective was born—a solution to the problems she faced while building some of LA’s fastest-growing customer experience teams.

1. Optimized Help Desk: Ty needed help optimizing the Help Desk (Zendesk at the time). She knew it was the right tool but felt it wasn't being fully utilized. She wanted someone who could improve the setup not just technically, but practically, enhancing workflows for both employees and customers.

2. Effective Training Programs: Training new hires was another challenge. Everyone learned differently, leading to inconsistent performance. Ty dreamed of an on-demand training program that could teach new hires not just the job, but also the company culture. A comprehensive training solution was essential.

3. Consistent Quality Monitoring: Ensuring consistent customer service was tough, especially with varied training methods. Ty wished for an objective third party to review interactions and provide unbiased feedback, allowing her to focus on coaching and improving customer engagement.

4. Strategic Hiring Plans: Managing schedules and staffing was a constant battle. Ty needed a clear plan to ensure all channels (email, phone, live chat, social) were covered, without getting bogged down by backlogs. She wanted to predict future needs and ensure seamless service coverage.

5. Leadership Development: Ty saw potential leaders within her team but lacked the time to nurture them. She wanted a program to teach them the fundamentals of customer experience leadership, preparing them to take on greater responsibilities and drive the company forward.

• Help Desk Solutions: We help you get the most out of your Help Desk, improving workflows and making your team more efficient.

• Comprehensive Training: Our on-demand training programs ensure all team members are on the same page, mastering both job skills and company culture.

• Quality Monitoring: We provide objective reviews of customer interactions, offering valuable feedback to improve service quality.

• Strategic Planning: Our hiring plans ensure you have the right number of people available at the right times, reducing stress and improving service.

• Leadership Coaching: We offer programs to develop future leaders within your team, ensuring they’re ready to step up when needed.

By addressing these key areas, CX Collective helps create customer experiences that leave a lasting impression.

Ready to transform your customer experience?

www.cxcollective.com/explore