We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3rd in Austin, Texas. Please see below for the full course descriptions and other important details. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. If you have any questions, please post in the comment section and we would be happy to assist you!
1. Community Configuration & Administration
Summary:
An introduction to the Lithium Community Platform from an administration perspective with a focus on the Admin Console and many of its key settings.
Description:
This course introduces users to the Community Admin—the control center for configuring the primary settings and performing ongoing administration. Participants will learn the important concepts and settings that community managers most often consider as they set up and maintain a community. Through interactive lectures and hands-on exercises, students will get the opportunity to evaluate the importance and impact of different configuration and administration settings.
Duration: 8 Hours
Audience: Beginner/Intermediate Community Managers and Administrators
Prerequisites: None
Outline of Topics covered:
- Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base
- Community Structure and the rules for promulgation of settings
- Permissions and roles
- Ranks
- Studio features for Community Managers
- Moderator Tools
- Measurement through Metrics and Lithium Social Intelligence (LSI)
- Community Health Index (CHI)
- Accessing Help and Documentation
2. Community Manager Certification Level II
Summary
An expanded discussion focused on achieving higher performance in growing and managing your community.
Description
Are you one of the 500+ people who are Lithium Certified Community Managers? It's time to take it to the next level with Community Management Certification Level II. Community Manager Certification Level II prepares you to achieve higher performance in several areas critical for a successful community.
For each area, you’ll learn the key challenges faced, the tactics that separate success from failure, and the elements that make a program complete. Building on the foundation laid with Community Manager Certification Level I, this new course includes more data points, deeper case study examples, new reusable assets, and more opportunities to collaborate with fellow attendees.
Duration: 8 hours
Audience: The course is designed for community managers, executives or directors who manage them, or anyone who wants to gain a deeper understanding of the state of customer community management today. Those who successfully complete the course and exam will earn Lithium’s Level II Certification in Community Management.
Prerequisites: We strongly recommend you complete Community Management Certification Level I before attending this workshop.
Outline of Topics Covered:
- Growing community membership and participation
- Developing and managing super users
- Managing company participation
- Driving business transformation
3. Social Media Management Strategy Certification
Summary:
A discussion on building brand advocates using social media, through response and engagement.
Description:
The Social Media Management Strategy Certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. This certification is built around the latest Lithium Response technology; it’s filled with practical examples showing best of class integrations with the entire Lithium platform. Participants will come away with an actionable plan for high-scale, efficient customer engagement and response.
Taught by Lithium’s best-selling author and recognized social technology leader Dave Evans, this course is designed for teams wanting to push their implementation of social technology beyond the traditional areas of support, sales, marketing, and PR, for those who want to tap the inherent knowledge of their entire organization to build stronger advocates faster through customer engagement and response on the social web.
The program includes six hours of live training from Lithium’s subject matter experts and a 90-minute certification examination conducted at the conclusion of the training session. To become certified, participants must pass the examination.
Duration: 8 hours
Audience: Intermediate/Advanced/Expert Social Media Teams
Prerequisites: None
Outline of Topics Covered:
- Tactical Mastery
- Learn how to best engage with customers on the social web
- Understand why Marketing and Customer Care are merging
- See proven techniques to build advocates
- Understand the impact of social technology on your business
- ROI Connection
- Learn how to identify, define, and measure ROI for customer care
- See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction
- Identify and measure your success in the context of your business objectives
