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ACD Course

ACD Course
from 4 to 360h flexible workload
valid certificate in your country

What will I learn?

The ACD Course equips you with practical skills to design intelligent routing, create efficient IVR flows, and utilise caller data to prioritise VIPs and key segments. Learn specific configuration patterns, real-time monitoring, and reporting methods that enhance SLA, reduce wait times and abandonment, balance workload, and safeguard agent well-being while maintaining high performance and customer experience.

Elevify advantages

Develop skills

  • ACD routing mastery: design smart flows that cut wait times and boost SLA fast.
  • Workforce tuning: balance workloads, reduce burnout, and hit occupancy targets.
  • IVR and caller data: build menus and data-driven paths that lower misroutes.
  • Skills design: map roles, levels, and proficiencies for sharper call handling.
  • Performance optimization: read dashboards, test changes, and refine queues daily.

Suggested summary

Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Intelligence Advisor for the Prison System, and the course from Elevify was crucial for me to be the chosen one.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company where I work.
SilviaNurse
Very great course. Lots of rich information.
WiltonCivil Firefighter

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