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ACD Course

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

What will I learn?

The ACD Course provides practical skills to design smart routing, build efficient IVR flows, and use caller data to prioritize VIPs and key segments. Learn concrete configuration patterns, real-time monitoring, and reporting techniques that improve SLA, reduce wait times and abandonment, balance workload, and protect agent well-being while keeping performance and customer experience consistently high.

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 Correctional 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 I work for.
SilviaNurse
Great course. Lots of valuable information.
WiltonCivil Firefighter

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