LivePerson Training Services Catalog Empower your organization and drive maximum results! LivePerson training is customized to meet your organization s specific needs! Learn at any time, in any place Choose training methods that suit your business Apply the knowledge to your own workflows 1
LivePerson offers a complete solution with the following training delivery types: What does it include? What are the benefits? On-site, instructor-lead training Live sessions in your company s offices, designed to train agents and managers in a classroom setting. Be trained at a time that is convenient for you Save back-and-forth Q&A time by having our training experts available for you live Webinars Live, online courses delivered via phone conferencing and a desktop sharing application. Save time and money on travel Train your employees at the same time, no matter their location Ask questions and get answers in real time Web-based training Online flash tutorials that provide your company with self-paced learning options. Use the material at any time, as many times as necessary Handle agent turnover efficiently Train global employees, no matter their location Reduce the need to repeat sessions Simplify your localization processes: Training tools are prepared with localization and translation needs in mind Self-paced documentation Training manuals, Reference cards, procedures and quizzes. Save time spent searching for answers Save Professional Services costs Customized portal A customized web portal, accessible via your account only. This portal serves as a one-stop shop that hosts all customized and generic content created by LivePerson. Save maintenance costs Ensure that your employees are always provided with the most updated training materials 2
E-Skills On-Site Training Course A course based on our SURA process and designed to prepare your agents to use the LivePerson solution in order to effectively engage visitors on your website and increase sales/leads generated, as well as improve customer satisfaction. The SURA process clearly outlines the steps of a successful chat engagement: Empower agents to be more effective and efficient Save time and costs with real-time, hands-on coaching and analysis Set the tone Understand your client Relay the solution Achieve the sale/resolution 2.5 days. Recommended for the two days prior to launch and concludes on the third day with a formal launch, when agents engage with actual customers. Agents, Chat Team Leaders, Call Center Managers Note: Launch refers to your company s LivePerson go-live date. Multiple launch dates may occur, according to the scope of the LivePerson project in your company. Managing chat queues Handling multiple chats Transferring chats Using canned responses Sending visitors links Using operator surveys Practicing chats using the SURA process Reviewing chat transcripts to assess their compliance with the SURA process Learning how to sell /service via chat Handouts: You will receive an E-Skills workbook and a Chat Quality monitoring tool to ensure the continued success of the program. Case Study: A LivePerson customer, a global electronics manufacturer and online retailer, reported: 136% higher conversion rate, 16% higher AOV and 19 points higher customer satisfaction rate for agents that were trained by LivePerson as opposed to agents trained in-house. Agents trained by LivePerson continued to outperform the agents trained in-house after the initial launch. 3
E-Skills On-Site Refresher Course A customized on-site program designed to refresh E-Skills. A portion of the training takes place in an interactive classroom setting, with agents reviewing the SURA process, analyzing chat transcripts and participating in group exercises. To maximize our time with the agents during the course, LivePerson trainers work with the Call Center Managers and/or business owners prior to starting the course to understand specific needs, pain points, areas of improvement or areas of high success. Provide your agents with a solid understanding of how to maximize their chat opportunities Enable new agents to learn directly from our experts Prerequisites: E-Skills On-Site training course Recommended as a one day engagement, after your company has already launched the LivePerson project. Agents that have previously been chatting with customers. We also encourage Call Center Managers to participate alongside their agents. Reviewing the Agent Console Sharing of guidance and best practices Using the LivePerson E-Skills workbook for netiquette and sales/service training Handouts: Alongside your Account Manager, the LivePerson trainer will customize the E-Skills workbook with your agent s chat transcripts to support and demonstrate the SURA process. 4
E-Skills On-Site Train-the-Trainer Course An on-site course that combines the E-Skills Training Course and additional content designed to prepare your team to deliver LivePerson training content to teams of agents. LivePerson experts will spend extensive 1 on 1 time with the designated trainers to ensure they have all the tools and knowledge they need to successfully carry out future training sessions on their own. Save future training costs Maximize your LivePerson investment Provide Call Center Managers with best practices and means to measure the overall success of the chat program 4.5 days in total: 2.5 days for agent E-Skills training and 2 additional days for your training team. Scheduling is recommended for the 4 days prior to launch and concludes on the 5th day with a formal launch at which time agents engage with live customers. Note: Launch refers to your company s LivePerson go-live date. Multiple launch dates may occur, according to the scope of the LivePerson project in your company. Agents, Chat Team Leaders, Call Center Managers and a designated training team that will handle future training within your company. For agents: topics covered in the E-Skills Training Course For trainers: dedicated Trainer Certification sessions Handouts: Trainers will receive an extended edition of the SURA workbook. 5
On-Site Chat Team Leader Course An on-site course designed to teach team leaders how to manage an effective chat team. Maintain a continuous improvement cycle by keeping consistent standards of excellence across the team. 4 hours. This course should be delivered to team leaders before launch Chat Team Leaders Handouts: Team leaders will receive a training guide that includes all the materials covered during the course. Topics Covered: Reviewing LivePerson s team leader role and responsibilities Getting to know the LivePerson Agent Console Setting up users in your chat team Creating and managing content Assessing your team s performance using LivePerson s reports Coaching your chat team to improve chat performance 6
Agent Webinars Live, trainer-led online courses delivered via phone conferencing and a desktop-sharing application, offering a walk-through of the LivePerson functions and processes. Save costs by training agents and managers in remote locations Enable quick solutions by providing live coaching and Q&A sessions 2 hr. Recommended prior to launch Agents, Chat Team Leaders Topics Covered: Getting to know the LivePerson Agent Console Sharing of guidance and best practices Learning about application terminology and available support options 7
Customized Agent Web-based Training Online flash tutorials that include an overview of the subject, explanations, process views and an interactive exercise using a business scenario specific to your company. Tips and best practices are incorporated when relevant. Apply the knowledge right away. Exercises and scenarios are derived from your own workflows and processes Enable agents to learn LivePerson features and their business application at the same time Approximately 1 hr. Recommended before launch and as refresher training afterwards. Agents, Chat Team Leaders, Call Center Managers Reviewing the Agent Console Customizing the workspace Managing chat queues Handling multiple chats Transferring chats Using canned responses Sending visitors links Monitoring customer information Note: Source files for self-paced training can be purchased for an additional cost. 8
Customized Administrator Web-based Training Online flash tutorials that includes an overview of the subject, explanations, process views and an interactive exercise using a business scenario specific to your company. Tips and best practices are incorporated when relevant. Enable administrators to configure and independently maintain the LivePerson application. Approximately 30 minutes per tutorial. Recommended before launch and as refresher training afterwards. Administrators, Chat Team Leaders Creating and editing Canned Responses Searching for Chat transcripts Note: Source files for self-paced training can be purchased for an additional cost. 9
Customized Agent Reference Card A Two-sided page delivered as a printable PDF file. Contains a structured summary of the most common tasks that agents need to perform. Simplify and speed-up the implementation process by providing agents with all the necessary information in one place. They can post it next to their workstation for quick reference. Recommended as printed assistance for agents in the first month after launch. Agents Getting to know the Agent Console workspace and its various areas Performing chat functions Using chat tools Using shortcut keys Getting to know the Agent Console icons Note: Source files for self-paced training can be purchased for an additional cost 10
Customized Code Deployment Training Coding made simple. A PDF built as a step-by-step guide on customizing and implementing LivePerson HTML code on your website. Save future Professional Services costs Enable developers to implement code and button image updates without the assistance of LivePerson Deployment representatives 1 hr. Used before initial launch as well as afterwards, when code updates are received from LivePerson. Web developers tasked with maintaining and implementing the LivePerson HTML code. Handling the LivePerson code package and files Extracting custom variable information Adding account-specific information to the LivePerson HTML code Implementing the LivePerson HTML code on your website s pages Updating Chat button image information in the LivePerson Admin Console Note: Source files for self-paced training can be purchased for an additional cost. 11
Online Quizzes Quizzes and questionnaires designed to test agents knowledge and understanding of the self-paced materials. Maintain a standard of excellence by measuring and analyzing your agents knowledge, progress and performance Self-paced. Recommended before launch, to be updated and maintained afterwards. Agents Training content that your agents have previously learned 12
Customized Portal A customized web portal, accessible via your account only. This portal serves as a one-stop shop that hosts all customized and generic content created by LivePerson. It can be used to display any pertinent information you want your agents, team leaders and managers to know and access. Save maintenance costs: LivePerson will host the portal our servers Ensure that your employees are always provided with the most updated training materials Duration / Timeframe: Recommended to start before launch, kept on-air and updated afterwards. Agents, Administrators, Chat Team Leaders, Call Center Managers What is included in the portal: Any customized training materials that were created for your account Access to the LivePerson Support and Training databases News, updates and new product releases Targeted marketing initiatives Contact us for details at: lptraining@liveperson.com 13
Course Index E-Skills On-Site Training Course E-Skills On-Site Refresher Course E-Skills On-Site Train-the-Trainer Course On-Site Chat Team Leader Course Agent Webinars Customized Agent Web-based Training Customized Administrator Web-based Training Customized Agent Reference Card Customized Code Deployment Training Online Quizzes Customized Portal 3 4 5 6 7 8 9 10 11 12 13 Contact us for details at: lptraining@liveperson.com This document is for informational purposes only. LIVEPERSON, INC. PROVIDES THIS DOCUMENT AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. This document contains LivePerson Proprietary and Confidential Materials. No part of this document may be modified, altered, reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), without the prior written permission of LivePerson, Inc., except as otherwise permitted by law. Prior to publication, reasonable effort was made to validate this information. Actual savings or results achieved may be different than those outlined in the document. This document may incluade technical inaccuracies or typographical errors. The recipient shall not alter or remove any part of this statement. Trademarks or service marks of LivePerson may not be used in any manner without LivePerson s express prior written consent. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies. Use of this document is strictly limited to the specific use for the LivePerson customer for which the document was distributed. 2010 LivePerson, Inc. All rights reserved. 14