Course Category: Courses

A woman with long red hair sitting and listening to another woman talk

Listening Actively

Course Details Carol is very concerned because Marcus is not listening to her and after pointing it out they agree to listen to each other. Carol believes she is an expert listener, however various people in the office feel they are not being listened to. Marcus runs a listening skills session, especially for the benefit […]
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A man in a blue shirt sitting and looking at another person talking

Waiting to Talk is Not Listening

Course Details To be a good manager requires many skills, and the most often-cited characteristic of great managers is listening. Many people have trouble listening because it requires turning down the “noise” in one’s own head while paying attention to others. This course reviews the steps of active listening and how to focus your attention […]
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Techniques To Reduce Bias

Techniques To Reduce Bias

Course Details You may have heard about unconscious bias, and even done some training to raise your awareness about your own biases. But effectively counteracting bias requires not only awareness, but the application of structured decision making techniques that help us subject our thinking to greater scrutiny. In this interactive, game-based course, you will learn […]
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Deciphering Communications To Reduce Misunderstandings

Deciphering Communications To Reduce Misunderstandings

Course Details Collaboration Everything is communication: even when we are not actually speaking in a meeting, the way we behave has a meaning that will be interpreted by our interlocutor. Because communication errors create tension and are a waste of energy, the ability to communicate well is an essential skill that everyone must cultivate carefully. […]
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Master the Basics of Human Communication

Master the Basics of Human Communication

Course Details Communication depends on us understanding each other. This module looks at tips and tricks for mastering the basics of human communication, so you can avoid miscommunication. What you’ll learn
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Self-Guided Gladly Implementation

Course Description Implement Gladly at your own pace using the Self-Guided Implementation Guide with easy-to-follow, step-by-step instructions. What you’ll learn Who this course is for Person or team in charge of implementing Gladly, as well as Administrators.
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Customer Service Essentials

Course Description From best practices to supporting Customers to utilizing Gladly features, this course can help elevate your ability to delight your Customers by combining different service strategies using Gladly. What you’ll learn Who should take this course Agents or Team Manager user roles.
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Help Customers on Messaging Channels

Course Description Learn how to communicate with Customers through SMS, chat, and social Messaging Channels like Instagram Messaging and Direct Messages. What you’ll learn Who should take this course Agents and Team Manager user roles.
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How to Provide Radically Personal Service

Course Description Learn the methodologies and thinking behind what it means to provide radically personal service. What you’ll learn Who should take this course Anyone who would like to understand the methodology behind providing radically personal service using Gladly.
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How to Work With Routing and Rules

Course Description Every second matters in a busy contact center. Routing and Rules will help you optimize your workforce and keep things running smoothly. Learn how Routing and Rules can help you operate a smooth-running Contact Center. What you’ll learn Who should take this course This course is for Administrators.
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