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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.

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By 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

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.

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