Course Category: Courses

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

Solving Remote-work Communication Problems

Course Details Working from home requires a slightly different approach to communication. While in-person conversation is shaped by dozens of familiar but unwritten rules, the etiquette of good virtual communication is still in flux. This can result in colleagues misunderstanding each other, choosing inappropriate tools for urgent or sensitive messages, and wasting time in delays […]
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Master the Basics of Human Communication

4 Communication Skills Everyone Needs

Course Details Ever-increasing complexity in the workplace means that effective communication skills are more important than ever. Peter Quarry outlines to Eve Ash the four key communication skills needed for survival: lean communication (getting straight to the point), connecting with others (social skills), adaptability (learning to read and relate to different types of people) and […]
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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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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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