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Contact Center Excellence - Speaking the Language
Length: 36m
Modules: 1
Episodes: 6Contact Center OperationsWorkforce Management (WFM)Service Level MetricsCall Center TerminologyPerformance MetricsOperational CommunicationCapacity PlanningContact Center Fundamentals
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Try ACI for free, risk free.
- Full feature 10-day trial
- No credit card required
- Hands-on Skill Labs + video courses
Learning BundleHelpDeskPro
Resolve more issues faster with training designed for tier-1 and tier-2 support teams—without pulling them off the floor.
Includes
- Video Courses
- Skill Labs
- Assessments
This bundle builds the essential technical, networking, and customer support skills Help Desk teams need to fix problems faster, reduce escalations, and support users with confidence.
What you get:
- Video content
- Skill Labs
- Practice exams
- Knowledge checks
- Progress tracking
Why Choose HelpDeskPro
- Tier-1 Troubleshooting Mastery
- Frontline Networking Expertise
- Customer Service Excellence
- Workday-Friendly Design
Starter
up to 3 seats
$1,500/year
Billed annually
Core
up to 8 seats
$3,600/year
Billed annually
Have 9 or more learners?
Get tailored onboarding and scalable training for ISVs, corporate and government teams — designed to boost skill growth and measurable outcomes.
What you'll learn
- Understand common contact center terms, metrics, and operational concepts
- Learn how service level, handle time, occupancy, and adherence are defined and used
- Explore the relationship between performance metrics and employee burnout
- Develop foundational workforce management knowledge
- Improve communication and collaboration within contact center environments
Outcomes & objectives:
- 1.Interpret key contact center metrics and terminology with confidence
- 2.Explain how workforce management principles impact service levels and agent well-being
- 3.Apply contact center concepts to support operational decision-making
- 4.Communicate effectively with peers and leaders using industry-standard language
- 5.Demonstrate a foundational understanding of contact center performance drivers.
Try ACI for free, risk free.
- Full feature 10-day trial
- No credit card required
- Hands-on Skill Labs + video courses
Learning BundleHelpDeskPro
Resolve more issues faster with training designed for tier-1 and tier-2 support teams—without pulling them off the floor.
Includes
- Video Courses
- Skill Labs
- Assessments
This bundle builds the essential technical, networking, and customer support skills Help Desk teams need to fix problems faster, reduce escalations, and support users with confidence.
What you get:
- Video content
- Skill Labs
- Practice exams
- Knowledge checks
- Progress tracking
Why Choose HelpDeskPro
- Tier-1 Troubleshooting Mastery
- Frontline Networking Expertise
- Customer Service Excellence
- Workday-Friendly Design
Starter
up to 3 seats
$1,500/year
Billed annually
Core
up to 8 seats
$3,600/year
Billed annually
Have 9 or more learners?
Get tailored onboarding and scalable training for ISVs, corporate and government teams — designed to boost skill growth and measurable outcomes.
Thinking of Doing it Alone?
Self-paced vs. structured training
4 out of 5 self-learners never finish
of ACI Learners finish their course & pass with confidence
