Course Tag: Role: Administrator

Gladly Routing Logic Certificate Course

Course Description In a busy contact center, every second matters. Ensuring you’ve optimized your Gladly instance to meet your organization’s needs is vital. Gladly employs a sophisticated Routing Engine that intelligently delivers each Customer to an Agent, ensuring an ideal service experience. This certification course will teach you how to optimize routing to operate a […]
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SMS Compliance Fundamentals

Course Description With incredibly high read rates, SMS can be one of the best tools to deliver messaging to Customers. That said, you’ll want to ensure you follow the right guidelines to continue successfully communicating via SMS. This guide will help you understand how to stay compliant with SMS rules and avoid downtime when texting […]
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Administrator Certificate Course

Course Description The Administrator role in Glady is the ultimate user role in Gladly and provides access to settings and configurations for everything in Gladly. This certificate course is designed to help you become familiar and comfortable with managing Gladly and configuring settings and features only available to Administrators. What you’ll learn This certificate course […]
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Team Manager Certificate Course

Course Description Team Managers are critical in the day-to-day operations of a contact center. This certificate course is designed to help you understand how to run your contact center using Gladly as a Team Manager, along with the settings and features you need to be familiar with while working in Gladly. What you’ll learn Who […]
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Support Hero Certificate Course

Course Description Are you new to Gladly as Support Hero? You’ve come to the right place! This certificate course is designed to teach everything you need to know to work in Gladly and provide radically personal service. What you’ll learn Of course, it’s not all about Customers; it’s also about YOU! You are the Hero […]
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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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