Certified ProfessionalConversational Operations
Conversational Operations builds a sound understanding of core KPIs and what great looks like for asynchronous messaging and getting the most out of conversational AI. Built by the top experts in the field, learn how to measure and to drive performance for scale using LivePerson’s 4E framework and AIR framework.
See course datesBy the end of the course, you’ll be able to:
Use the 4E Framework
Understand and use the LivePerson 4E Framework for conversational operations, from building customer satisfaction to operational efficiency.
Drive conversational operations performance
Identify and understand the metrics and KPIs that drive operational performance and business outcomes for messaging programs, including knowing how to perform a health check and make appropriate suggestions for improvement.
Effectively coach team members
Use conversational operations to coach teams and create business value.
Your course creator
Paul Gillespie
As part of LivePerson Transformation team, Paul works with the biggest companies in the world to unlock and to optimize asynchronous messaging using conversational AI. With over a decade of experience in various operational setups, industries, and business lines, Paul brings an outcomes focused and pragmatic approach to driving operational excellence.
Prerequisites
- There are no prerequisites for this course
“This certification helped me not only implement immediate improvements within my team, but it made me more confident to work with other departments in my company as we look to scale messaging.”
Self-paced for your learning convenience
Course Duration: This self paced e-learning course is approximately 14 hours. We recommend completing it within a week of starting to absorb the material. To earn your certification, you must complete the course within 30 days of starting.
Contact us to register for this course.
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