Tealeaf University
Tealeaf University is designed to empower users with the knowledge and expertise required to quickly become proficient with Tealeaf's products, as well as to ensure that your team is consistently getting the maximum value from our Customer Experience Management (CEM) solutions.
Tealeaf offers a flexible and comprehensive curriculum of courses that are delivered onsite at your office. You'll gain the value of hands-on classroom training while keeping your travel costs in check. We can also work with you to formulate a customized training plan based on your users' specific needs and skill sets.
Request Training
To request a training course in your local area or for more information about Tealeaf University, send an email to education@tealeaf.com. Current Tealeaf customers can log in to viaTealeaf for more information about the following courses and other learning opportunities.
Course Information
Tealeaf Fundamentals
In order to successfully implement Tealeaf, all stakeholders must have a good understanding of Tealeaf's core use cases, functionalities, and its potential for their business. This will enable them to identify their immediate and long term goals for Tealeaf usage, and assign the appropriate resources to the adoption effort.
Prerequisites: None
Duration: 3 Hours
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Reporting & Analysis
cxImpact offers a host of analysis tools: reports, alerts, search and replay. Each provides a different type of insight into a website's customer experience and performance metrics, but all rely on Tealeaf events. Events can track almost anything that occurs within a session, and this flexibility requires that they are custom-built to each site.
This course provides detailed explanations of eventing concepts, and practices on event-building functionality, all within the context of real-world scenarios. Those who complete this course will have the knowledge to build and analyze reports in Tealeaf, as well as the skill required to build the events that underlie all Tealeaf analysis.
Prerequisites: Tealeaf Fundamentals
Duration: 12 hours (1.5 days)
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Advanced Reporting for Proactive Awareness
This training course focuses on the tools within Tealeaf cxView that enable you to proactively manage your online channel and understand why customers complete or abandon online processes. By providing real-time awareness to key business performance indicators, automatic visibility when metrics are trending above or below historical averages, and the ability to drill down from these metrics to understand the cause of business process abandonment, cxView exposes the cost of customer experience obstacles to your business.
This course is tailored to provide Tealeaf users with knowledge to build real-time business process scorecards, define key performance indicators that impact your online transactions, identify metrics for Top Movers charts, and consolidate all of these awareness tools into executive dashboards. Real-world practice scenarios are incorporated throughout the training to provide attendees hands-on experience.
Prerequisites: Tealeaf Fundamentals is required; Reporting & Analysis is strongly recommended
Duration: 8 hours (1 day)
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Customer Service Optimization
Tealeaf empowers customer service representatives to resolve customer issues quickly and with enhanced insight by leveraging Tealeaf's replay capability. In the morning session of this class, all customer service representatives will learn how to locate and review a customer session, proactively resolve the issue, and leverage Tealeaf's extensive database of customer information for customer recovery purposes.
In the afternoon, supervisors and escalation teams learn how to use 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, they may access built-in reports to monitor their teams' utilization of Tealeaf (with cxView's dashboard capabilities), and/or how to complete more advanced analysis of site issues (with cxResults).
Prerequisites: None
Duration: 8 hours (1 day)
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Administration & Maintenance
The Tealeaf system is comprised of several major components that house multiple databases and services. For the most part, these do not need much maintenance after installation. However, there are certain aspects that do need to be updated regularly to ensure integrity of the resulting Tealeaf data. For these purposes and to facilitate troubleshooting, it is essential for system administrators to be familiar with the Tealeaf components and overall structure of their installation.
This day-long workshop is delivered by the Tealeaf Professional Services Consultant who installs the system. It begins with an overview of the Tealeaf system components and the data flowing through them. Then the consultant provides details on what tasks may need to be completed for each component, both from an ongoing maintenance perspective as well as for troubleshooting. Each component is accessed in turn, although since this workshop utilizes the live system, there are no practice scenarios.
Prerequisites: None
Duration: 8 hours (1 day)
Download the full course description.
