Course Category: Courses

Personalize Routing With People Match

Course Description Have Customers you’d like to prioritize? Get your Customers the help they need at the right time with People Match. Learn how People Match can help you route your priority Customers to the Agents that can best help them. What you’ll learn Who should take this course This course is for Administrators.
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Build and Manage an IVR

Course Description Learn how to build a world-class IVR experience to ensure your Voice Customers are routed to the appropriate team for assistance. What you’ll learn Who should take this course This course is for Administrators.
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Set Up SMS and Voice

Course Description Learn how to set up SMS and Voice to communicate with Customers over the phone or via text through Gladly. What you’ll learn Who should take this course This course is for Administrators.
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Set Up Domains and Emails

Course Description Learn how to set up your company domains and email addresses to use for email communications through Gladly. What you’ll learn Who should take this course This course is for Administrators.
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Quick Reply Buttons for Glad App

Course Description Learn how Quick Reply enhances the chat experience for your customers with relevant options presented as buttons in Glad App. What you’ll learn Who should take this course This course is for Administrators.
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Work as a Task Only User

Course Description Learn how to receive and manage Tasks as a Task User in Gladly. What you’ll learn Who should take this course Task Only user roles or anyone who works on Tasks in Gladly.
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Call Listen, Coach, and Join

Course Description Use the call Listen, Coach, and Join feature to support Agents when they need help assisting Customers in real-time and to support your QA processes. What you’ll learn Who should take this course Administrators, Team Managers, or Agent Plus user roles.
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How to Work With Insight Builder

Course Description Use Insight Builder to craft and visualize detailed reports from your Gladly data. Get started on all the basics of building reports, how to utilize datasets, and address typical questions about your Gladly data. What you’ll learn Insight Builder is an add-on feature in Gladly and requires activation. Who should take this course […]
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How to Work With OOTB Reports and Dashboards

Course Description As you know, Gladly is a full-featured CX platform! We offer you the tools you need to engage with Customers across a variety of Channels and touchpoints. Gladly also offers many different types of reports that will help you answer questions related to the operation of your Customer Service Center. This course will help you […]
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Customer Data Protection and Compliance

Course Description Learn how to manage Customer data to keep your Customer information safe and secure. What you’ll learn Who this course is for Administrators or Compliance Administrator user roles.
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