ACD Course
The ACD Course equips you with essential skills for optimizing contact center operations through intelligent routing, efficient IVR design, and data-driven workforce management to enhance performance and customer satisfaction.

4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
The ACD Course provides you with practical skills to design intelligent routing, build efficient IVR flows, and use caller data to prioritise 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 intelligent flows that cut wait times and boost SLA quickly.
- 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 optimisation: 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.What our students say
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