Operating standards
The rules behind every playbook The CX Operator publishes.
Playbooks, not theory
The CX Operator publishes operating tactics for people who run contact-center floors. Every playbook is written to be run: concrete steps, the reasoning behind them, and the tradeoffs you'll hit in practice. If a tactic only works at a certain scale or maturity, we say where it breaks.
What we cite
When industry numbers matter, we point at the organizations that actually produce them — Metrigy's contact-center studies, Forrester and Gartner's service research, McKinsey's State of Customer Care work — by name, with links. We don't invent benchmarks, and unsourced magnitudes in our guides are directional experience, not statistics.
Tools on the floor
We name real tools when a playbook needs them — WFM suites, CCaaS platforms, QA and conversation-intelligence layers — described by what they do, linked to their real sites, never ranked for money. No vendor sponsors our content.
How this desk works
The CX Operator Desk drafts with AI assistance and applies the standards above to every piece. What we publish is the desk's responsibility, full stop.
Corrections
Found a step that's wrong or a claim that doesn't hold on a real floor? Use the contact page — practitioner corrections make the playbooks better, and we update in place.
One operational briefing per week, written for the people who run the floor.