Best Suited for Leaders with Up to 20 Agents (We Help Teams of All Sizes)
When Your Team Grows,
Everything Gets Harder. We Help.
You're juggling quality checks, schedules, new hires, AI rollouts, and escalations, usually solo. We specialize in small support teams (5–20 agents), but we work with teams of all sizes to build the playbooks, processes, and infrastructure to scale.
- You're doing three jobs with one person's time
- Your help desk or AI setup isn't delivering what you expected
- Scaling without the right systems feels impossible
Trusted by
As seen on
Real Results
What actually happens when you fix the system.
Not projections. Not case studies dressed up as testimonials. Here's what changed.
Multi-Brand SaaS · AI Governance
The Problem
Six years of incremental Zendesk changes had created structural risk. Bot scenarios were broken, triggers had no ownership, and escalation paths conflicted with actual support capabilities. The system worked, but unpredictably.
The Result
25 preventable labor hours recovered annually from misrouting alone. 20% automation benchmark unlocked. 4 structural risk vectors eliminated before scale could amplify them.
DTC / Pet Supplements · Built from Scratch
The Problem
Furtify was months from launch with no CX team, no CRM, no processes, and no documentation. Founders were handling all customer interactions themselves.
The Result
Full CX operation built from scratch before a single ticket arrived. CRM, playbook, macros, and workflows all in place at launch, no retrofitting, no rework.
Global Beauty Brand · CX Transformation
The Problem
45-minute live chat sessions, no QA framework, no training materials, and temp agency agents learning multiple conflicting solutions to the same problems.
The Result
Unified 360° customer view across fragmented systems. Full QA framework, structured training library, and a hiring plan implemented, consistent experience from day one.
Sound familiar?
You're not understaffed.
You're under-systemized.
Your team is smart. The problem isn't the people. It's the structure they're working inside. Good processes can't fix bad systems.
Your hiring isn't keeping up with reality.
Every time tickets go up, you hire. Every time you hire, something breaks. The math doesn't work, and your margins are disappearing.
Quality is a guess, not a system.
You might spot bad tickets, but there's no repeatable way to coach agents or raise the floor. Great interactions are luck. Bad ones are pattern.
Your tools aren't doing what you bought them for.
You've got bots, automations, maybe even AI, but deflection is stuck. Agents are still drowning in tickets they shouldn't touch.
Escalations eat your time (and theirs).
Issues climb the ladder because there's no playbook. You're reviewing tickets instead of leading. Agents don't know what they can actually fix.
You're guessing, not measuring.
Your dashboard shows numbers. But does it tell you why tickets are slow? Why new hires take 6 months to ramp? You're flying blind.
New hires are expensive mistakes.
There's no training program. Knowledge is stuck in people's heads. Every new person costs time and delivers less for months.
Why CX Collective
The operations partner for growing support teams.
After more than 25 years leading and scaling customer support organizations, I noticed the same problem everywhere I looked. Growing support teams were expected to deliver world-class customer experiences, but rarely had the budget, headcount, or specialized expertise available to larger companies.
Leaders were juggling escalations, reporting, coaching, staffing, AI, and day-to-day operations, often without dedicated support from quality, workforce management, or operations specialists.
Having spent my career building support organizations for both startups and Fortune 500 companies, I knew these teams didn't need enterprise-sized budgets. They needed practical systems, proven operational strategies, and a trusted partner who understood their reality.
That's why I founded CX Collective: to make world-class customer operations accessible to growing businesses, not just the largest companies.
25+
Years in Customer Support & Operations
50+
Companies Supported
Fortune 500
Former Fortune 500 & Startup Support Leader
41,000+
Tickets Migrated
Millions
Customer Interactions Improved
Founded and led by Ty Givens, a customer support leader with 25+ years of experience helping growing companies build scalable customer operations.
Pick Your Play. We'll Build It.
Whether you need QA coaching, scheduling optimization, or help desk setup, we offer both done-for-you and done-with-you options. Build once. Scale forever.
Agent Coaching & QA
Build a system where agents know what good looks like, and how to get there.
DIY or DFY. Tool cost included. You pay our time, not platform markup.
- Real-time feedback systems
- Quality scoring (tailored to your metrics)
- Regular coaching rhythms
- Performance tracking that agents can see
"We've tried consultants before."
We hear that a lot.
Here's why this is different.
Consulting engagements usually end with a deck. Ours end with a system that runs, built alongside your team, not handed to them.
How they work
Deliver a strategy deck and leave
We build the actual system alongside your team, then hand it off fully operational
Who does the work
Junior consultants execute; senior staff shows up for kickoff
Ty and senior operators are hands-on throughout the entire engagement
What you walk away with
Recommendations and a roadmap you have to implement yourself
Working workflows, configured tools, trained team, and documented playbooks
Their expertise
Process consultants who've studied CX from the outside
25+ years of operator experience. We've run the teams, not just advised them
How they measure success
Hours billed and deliverables submitted
Metrics that move: ticket volume, handle time, CSAT, and team capacity
What happens after
You're on your own once the engagement ends
Ongoing support options, and a system designed to run without us
Or book a 30-min call — no pitch, just an honest conversation about what your team needs.
The Framework
How we work
A structured system, not a loose engagement. Every client moves through the same proven process.
Assess
We begin with a structured intake to understand your team's size, ticket volume, tooling, and where the system is breaking down. No assumption-making. We look at what's actually happening.
Start with the Assessment →Align
After the assessment, we meet with your leadership team to align on goals, constraints, and priorities. This call ensures we're solving the right problem, not just the most visible one.
Diagnose
Once we're aligned, we go deep. A full operational audit of your CX systems: workflows, escalation paths, automation logic, team structure, and tooling. We identify root causes, not symptoms.
Learn about Diagnose →Design
We build your CX operating model: workflows, playbooks, automation, and help desk configuration. Every deliverable is specific to what we found in your Diagnose, not a generic template.
See how we Design your system →Enable
We activate the system with your team: training, QA frameworks, and live implementation support. The work doesn't get handed off. We make sure it actually lands.
See how we Enable your team →Optimize
Post-implementation, we measure what's working and refine. Every optimization plan is customized based on what the engagement uncovered: built-in feedback loops, not generic check-ins.
The Diagnose Phase, After Alignment
Diagnose: the operational audit.
Once the assessment is complete, we move into Diagnose.
Organizations rarely know where the system is actually breaking. They see symptoms (escalations, slow response times, high handle times) but not the root cause. Diagnose surfaces what's actually happening and why.
This step comes before implementation for a reason. You can't build the right system without knowing what you're working with.
Diagnose begins after your assessment is reviewed. The assessment is the required first step.
See what Diagnose actually deliversWhat you get from Diagnose
- A clear picture of where your CX system is breaking and why
- A prioritized roadmap of what to fix first
- System design for workflows, escalation paths, and team structure
- Recommendations on tooling, automation, and AI readiness
- A foundation for implementation, not just a findings report
Done-For-You Execution
We don't advise. We build.
CX Collective is a customer support strategy and execution practice. After Diagnose, we implement the system, end to end.
We lead the work. Your team is not responsible for figuring everything out. We build alongside you, not hand things off.
Workflow Design & Implementation
We don't hand over a process document and wish you luck. We build the workflows, configure the routing logic, and ensure they're adopted by the team.
Help Desk Optimization
From ticket categorization to SLA configuration to macro design, we optimize your help desk to reduce handle time, improve routing accuracy, and eliminate manual work.
AI & Automation Execution
We identify the right automation opportunities, configure the tools, and integrate AI where it creates real deflection, not just the appearance of it.
Training & Team Rollout
New systems only work if teams use them. We handle enablement (documentation, training, and change management) so rollout actually sticks.
Two Paths
Know which one you need.
Both are valid. They're built for different situations and different types of teams.
Done For You
CX Collective
We run the engagement. We audit, design, and implement your CX operating model. You're involved in decisions — we do the execution.
- →Best for: teams with real volume and urgency
- →We build the system alongside your team
- →Flat-rate, project-based pricing
- →Starts with Diagnose
Do It Yourself
CX Collective Advantage
Access the same frameworks and playbooks our team uses, and implement on your own timeline. Self-paced. Self-directed. Slower, but valid.
- →Best for: teams with capacity to self-implement
- →Playbooks, templates, courses, and guides
- →Single playbook starting at $79+ or subscription model
- →No engagement required
Not Ready to Book a Call Yet?
Start here, free, no commitment.
Our workshops are the lowest-risk way to experience how CX Collective thinks. Come with your hardest question. Leave with a real answer.
Already know you want help? Book a call directly with Ty →
Right Fit
Who this is for.
CX Collective works best in specific situations. Here's how to know if this is the right move.
This is for you if:
- ✓Teams handling real ticket volume, not just getting started
- ✓Leaders who are accountable for CX outcomes and know something isn't working
- ✓Organizations that have tried to fix it internally and hit a ceiling
- ✓Companies scaling fast enough that the current system is already behind
- ✓Teams ready to rebuild the system, not patch it again
This is not for you if:
- ✗Teams under 500 tickets/month looking for basic setup help
- ✗Organizations not willing to change existing processes
- ✗Leaders looking for a report, not an implementation partner
If you're not at that stage yet, CX Collective Advantage or RealityCheck is a better fit.
Early-stage or just getting your inbox under control? Start with the Inbox Assessment →
Limited Availability
We take on a limited number of new clients each quarter to ensure quality delivery. Join the waitlist to secure your spot.
Ready to Scale Your Support Operation?
Whether you're building a help desk from scratch, optimizing QA processes, or implementing workforce management, we'll work with you to design and execute your strategy.
We'll reach out within 3-5 business days to discuss your needs and confirm availability.
From the Blog
Latest Thinking
Why fixing first-touch resolution cuts ticket volume and builds loyalty
First-touch resolution and CSAT move together almost one for one. Fixing one is close to the whole game.
5 min read
Why most CX leaders avoid looking at what customers actually experience
Right after peak season, most teams know exactly what went wrong. Almost none of them go back and actually fix it.
5 min read
How startups should design customer interactions before they need to scale
The habits you build when you have twenty customers are the ones you'll still be running at twenty thousand. Build them on purpose.
10 min read