Consulting Services

Align technology utilization with business value


Exit Survey
Benchmark Audit

Adhering to a systematic approach layered with customized solutions, LivePerson's Center of Excellence keeps your LivePerson solution tightly aligned with business objectives.

In addition to streamlining application rollout and accelerating implementation, our professional services organization partners with your team to create a scalable, replicable production environment that maximizes productivity and results.

Proof of Concept deliverables

  • Solution architecture and design
  • Hiring recommendations and staffing models
  • Product and e-sales/service training
  • Benchmark audits
  • Business process re-engineering
  • System testing and verification
  • Performance evaluation and refinement

Deployment and Training deliverables

  • Knowledge repository for reusable assets
  • Process and organizational documentation
  • Product refresher courses
  • Agent performance guidelines
  • Application performance management
  • KPI monitoring and reporting methods

Value Analysis deliverables

  • Performance scorecards
  • System improvement recommendations
  • Activity and process documentation
  • Formal knowledge and skills transfer
  • ROI assessment and audits

Program Management Office deliverables

  • Project management plans to support expansion initiatives
  • Results measurement and management scorecards
  • Coaching and development training modules that include: agent effectiveness (train the trainer), supervisor proficiency (coach the coach), skills refreshers, reporting and analytics 101, offshore e-contact center management, rules optimization, and interactive chat catalysts.

 

Spotlight

“the return on investment we've experienced has surpassed our expectations, thanks in large part to the hard work of LivePerson's professional service team.”

Tad Martin
Vice President of Merchandising and Operations
Overstock.com