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ACD Course

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

What will I learn?

This ACD Course equips you with hands-on skills to create intelligent routing systems, develop effective IVR flows, and leverage caller information for prioritising VIPs and important customer groups. You will master practical setup methods, live monitoring tools, and reporting approaches that enhance service levels, shorten waiting periods, decrease call drops, distribute workloads evenly, safeguard agent health, and maintain top-notch performance alongside excellent customer satisfaction.

Elevify advantages

Develop skills

  • Master ACD routing: create intelligent flows to reduce wait times and improve service levels quickly.
  • Optimise workforce: manage workloads evenly, prevent agent fatigue, and achieve occupancy goals.
  • Design IVR and use caller data: develop menus and smart paths to minimise routing errors.
  • Build skills framework: assign roles, expertise levels, and abilities for precise call distribution.
  • Enhance performance: analyse dashboards, test adjustments, and optimise queues regularly.

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

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