Professional Certificate in Automated Call Distribution
-- ViewingNowThe Professional Certificate in Automated Call Distribution (ACD) is a comprehensive course designed to provide learners with essential skills for managing and optimizing customer call center operations. With the increasing demand for efficient customer service in various industries, this course offers timely and crucial knowledge.
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โข Introduction to Automated Call Distribution (ACD): Understanding the basics, benefits, and components of ACD systems.
โข ACD System Design: Designing an efficient ACD system, considering factors such as call routing, queue management, and agent skills.
โข Call Routing Strategies: Examining various call routing techniques, including skills-based, round-robin, and time-based routing.
โข Queue Management Techniques: Implementing effective queue management, including overflow handling and estimated wait time communication.
โข ACD Metrics: Measuring ACD system performance through metrics like service level, average speed of answer, and abandoned call rate.
โข Agent Performance Optimization: Improving agent productivity and efficiency by implementing workforce management, training, and coaching strategies.
โข ACD System Integration: Integrating ACD with other contact center technologies, such as CRM, IVR, and WFM.
โข ACD Security and Compliance: Ensuring ACD system security and compliance with industry regulations and best practices.
โข ACD System Maintenance and Upgrades: Managing ACD system maintenance, including software updates, backups, and disaster recovery planning.
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