Course Category: Gladly Software Courses

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.
Read more

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.
Read more

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.
Read more

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.
Read more

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.
Read more
Hands dropping an envelope into a clear box

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.
Read more
Artist sitting at table looking at cellphone while working on a laptop

Quick Reply Buttons for Sidekick

Course Description Learn how Quick Reply enhances the chat experience for your customers with relevant options presented as buttons in Sidekick. What you’ll learn Who should take this course This course is for Administrators.
Read more

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.
Read more

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.
Read more

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 […]
Read more