9F04G IBM Tealeaf 8.7 Customer Service Optimization

Overnet Education
A Segrate

550 
+IVA
Vuoi parlare del corso con un consulente?
Confronta questo corso con altri simili
Leggi tutto

Informazione importanti

  • Corso
  • Segrate
  • Durata:
    1 Giorno
Descrizione

IBM Tealeaf cxReveal empowers customer service representatives to resolve customer issues quickly and with enhanced insight by leveraging IBM Tealeaf's replay capability. In the morning session of this class, customer service representatives will learn how to locate and review a customer session, proactively resolve the issue, and leverage IBM Tealeaf's extensive database of customer information for recovery purposes. In the afternoon session, supervisors and escalation teams will learn how to use IBM Tealeaf to investigate the broader impact of website issues, as well as how to customize Tealeaf to support their teams' needs. Depending on their installation configuration, they may access built-in reports to monitor their teams' utilization of IBM Tealeaf (with cxView's dashboard capabilities).

Informazione importanti
Sedi

Dove e quando

Inizio Luogo
Consultare
Segrate
Via Cassanese, 224, Palazzo Mantegna, Scala A, 20090, Milano, Italia
Visualizza mappa

Cosa impari in questo corso?

Customer service

Programma

Il centro presenta a continuazione il programma pensato per migliorare le tue competenze e permetterti di realizzare gli obiettivi stabiliti. Nel corso della formazione si alterneranno differenti moduli che ti permetteranno di acquisire le conoscenze sulle differenti tematiche proposte. Inscriviti per poter accedere alle seguenti materie.


  • How IBM Tealeaf cxReveal helps customer service representatives identify and escalate customer issues
  • Strategies to find and replay impacted visitor sessions
  • How to configure search and session list templates to optimize response and resolution times.

Dotazione:
Each participant will have a station set up with operating systems and software needed for the exercises.

Ulteriori informazioni

  • Describe the benefits of the IBM Tealeaf cxReveal tool to Customer Service Representatives, Tier II Support and the company's customers.
  • Determine the best methods to search for a customer session as well as appropriate situations to search and replay.
  • Use IBM Tealeaf to understand and validate an online customer issue.

Those participants taking the additional escalation and administration modules will:

  • Use IBM Tealeaf to research site issues.
  • Access and customize dashboards to track user activity.
  • Add and edit users and groups.
  • Customize search templates to enable your team to quickly identify the appropriate customer session.

Confronta questo corso con altri simili
Leggi tutto