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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

Your lessons are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of my interest without needing to change platforms... I thank you for everything you do, I've already recommended you to other people...
Giulio Carlo
Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can switch chapters and skip content I don't need.
Mariana Ferres
Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, which speeds up the process!
Luciana Alvarenga
Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos really help with learning.
André Felipe
André FelipePrompt Engineering Student

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