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 can be delivered onsite at your office, or at state-of-the-art public training facilities. 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.

Course Information

cxImpact Basic Training

This introductory training course focuses on the tools within Tealeaf cxImpact for proactively managing your ebusiness and ensuring the highest quality customer experience. With immediate visibility into your online customers and the hidden problems impacting your business, you can detect, quantify, and quickly resolve issues that your online customers encounter. Tailored to introduce new users to Tealeaf, the course focuses on key features including the ability to visually replay customer sessions, searching to quickly find and isolate problems, and reporting based on real-time events to provide immediate awareness and insight.
Prerequisites: None
Duration: 1 Day
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cxView Training

cxView exposes the cost of customer experience obstacles to your business by helping you understand why customers complete or abandon online processes. This training course focuses on the tools within Tealeaf cxView that provide real-time awareness of key business performance indicators, as well as the ability to drill-down from these metrics to understand the cause of business process abandonment. Participants will learn to build real-time business process scorecards, define key performance indicators that impact online transactions, and consolidate customer experience metrics and business process success/failure rates into executive dashboards.
Prerequisites: cxImpact Basic Training or equivalent experience
Duration: 1 Day
Download the full course description.

Basic Events Training

Events are the foundation of Tealeaf’s search and reporting capability, and their value is contingent upon the ability to modify them for each customer’s web site. While Tealeaf’s Professional Services team will get Tealeaf up and running, it is essential to have internal resources with the knowledge and skill to create and modify events as your business goals and web site architecture evolve. This course is designed to get those individuals started on building and maintaining events.
Prerequisites: cxImpact Basic Training or equivalent experience
Duration: 1 Day
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Advanced Events Training

Once Tealeaf users are comfortable with basic events, their mechanics, and the value of the reported data, this course teaches them how to create more powerful events. Customized categories, match types, child events, session attributes, and value events allow greater flexibility in reporting exactly the data that is of value to your organization. They also enable customization of captured and displayed data in search and replay.
Prerequisites: Basic Events Training plus one month of event building, or equivalent experience
Duration: 1 Day
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cxReveal Training

cxReveal empowers customer service representatives to resolve customer issues quickly with the enhanced insight from the product’s search and replay functionality. In this course, cxReveal users 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. Supervisors and escalation teams will also learn advanced search tools, including basic investigation on the impact of a particular site issue, and how to optimize the search process for their teams.
Prerequisites: None
Duration: 1 Day
Download the full course description.