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ACD Course

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

What Will I Learn?

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

Elevify Advantages

Develop Skills

  • ACD routing mastery: design intelligent flows that reduce wait times and improve SLA quickly.
  • Workforce tuning: balance workloads, minimise burnout, and achieve occupancy targets.
  • IVR and caller data: build menus and data-driven paths that decrease misroutes.
  • Skills design: map roles, levels, and proficiencies for more precise call handling.
  • Performance optimisation: interpret 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 I work for.
SilviaNurse
Great course. Lots of valuable information.
WiltonCivil Firefighter

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