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ACD Course

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

What will I learn?

The ACD Course equips you with practical skills to design intelligent routing, create efficient IVR flows, and utilise caller data to prioritise VIPs and key segments. Learn specific configuration patterns, real-time monitoring, and reporting methods that enhance SLA, reduce waiting times and abandonment, 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 waiting 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 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 selected.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company where I work.
SilviaNurse
Very great course. Lots of valuable information.
WiltonCivil Firefighter

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