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).
This basic course is specifically designed for new Tealeaf users who will use cxReveal to resolve customer issues and investigate escalated issues, and the supervisors who manage these teams.
Upon completing this course, students will be able to:
Those participants taking the additional escalation and administration modules will: