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How to Work With OOTB Reports and Dashboards

Gladly Software Courses OOTB Reports and Dashboard

Understand how to use Gladly reports and dashboards to track your team's performance.

Time 45 min

How to Work With Insight Builder

Gladly Software Courses Insight Builder

Use Insight Builder and Gladly data to create reports that meet your business analytic needs.

Time 1 hr 25 min

Personalize Routing With People Match

Gladly Software Courses Routing and Rules

Route Customers to the best Agents that can assist with their immediate needs with People Match.

Time 25 min

How to Work With Routing and Rules

Gladly Software Courses Routing and Rules

Learn how Routing and Rules ensure your Customers are routed to the most appropriate Agents or team.

Time 40 min

Support Hero Certificate Course

Gladly Software Courses Work In Gladly Support Heroes/Agents

Learn everything you need to know to provide radically personal service as an Agent.

Time 3 hr

Administrator Certificate Course

Gladly Software Courses Work In Gladly Administrators, Team Managers, Compliance Administrators

Learn how to manage Gladly and its many features to help your team provide great service.

Time 2 hr
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Learning and Development Gladly Courses

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AI Fundamentals for Business Professionals

Learning & Development Artificial Intelligence (AI)

Master AI for business success, improve solutions, and innovate services.

Time 3 hr

Understanding Artificial Intelligence

Learning & Development Artificial Intelligence (AI)

This course explains big data, intelligent data, and data science in business.

Time 35 min

Incorporating AI in Business Strategies

Learning & Development Artificial Intelligence (AI)

This course dives into tech's impact on daily life, AI, robotics, blockchain, VR, biotech.

Time 8 min

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Phone Support Etiquette

Learning & Development Operations Customer Service

Prepare to provide excellent customer service with effective communication skills.

Time 8 min

Enhancing Service By Listening

Learning & Development Operations Customer Service

Develop positive attitudes and skills for service excellence through listening techniques.

Time 10 min

Mastering Customer Service

Learning & Development Operations Customer Service

This 11-part course helps new contact center workers master skills in providing world-class service.

Time 6 hr 30 min

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Answer Threads Overview and Setup

Gladly Software Courses (AI) Artificial Intelligence

Learn how to leverage Answer Threads to enhance customer support by integrating generative AI.

Time 45 min

Gladly Routing Behavior for Agents

Gladly Software Courses Support Heroes/Agents Routing and Rules

Be in the know and understand how Gladly's routing engine works with Agents.

Time 1 hr

Gladly Routing Logic Certificate Course

Gladly Software Courses Certificate Course Routing and Rules

Be in the know and understand how Gladly's routing engine ensures Customers are helped quickly.

Time 2 hr 30 min

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Support Hero Certificate Course

Gladly Software Courses Certificate Course Support Heroes/Agents Work In Gladly

Learn everything you need to know to provide radically personal service as an Agent.

Time 3 hr

AI for Modern Customer Service Teams

Gladly Software Courses (AI) Artificial Intelligence

Learn how AI compliments human empathy and thinking in the world of Customer Service.

Time 15 min

Team Manager Certificate Course

Gladly Software Courses Administrators, Team Managers, Compliance Administrators Certificate Course Work In Gladly

Learn how to work in Gladly as a Team Manager to support your Agents and Customers.

Time 1 hr 25 min

About Gladly Academy

Gladly Academy is for anyone interested in investing in their professional or personal development. Content is peer-reviewed, vetted by trusted providers, and regularly updated to ensure information and topics are relevant and accurate.

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  • “I need to meet the team who created this amazing documentation and training program. It’s simply amazing. I’ve been doing this for decades, and I always create my own documentation. This is the first time ever where I do not need to do that. What a joy!”

    Leslie N., Gladly Academy member

  • “The site the Gladly team put together is amazing!”

    Julie S., Gladly Academy member

  • “There’s a variety of content, mixed user of videos, text, and handouts. Plus, the structure of the site is impressive.”

    Dennis G., Gladly Academy member

  • “I thought the content, the engagement, the fact that it is interactive and funny and captures the audience is something we had never had before when it came to training. People don’t want to sit and have to read and read and not be interacted with.”

    Nikki D., Gladly Academy member