Gladly Academy

Showing Results for: Role Team Manager

Use and Manage the Answers Knowledge Base

Gladly Software Courses Answers

Learn how to use and manage the Answers knowledge base.

Time 25 min

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

Call Listen, Coach, and Join

Gladly Software Courses Work In Gladly

Assist Agents on phone calls by listening, coaching, and joining calls as needed.

Time 20 min

Work as a Task Only User

Gladly Software Courses Work In Gladly Task Users

Learn how to work on only Tasks in Gladly as a Task Only user.

Time 15 min

Quick Reply Buttons for Glad App

Gladly Software Courses Channel Features Chat

Understand how Quick Reply for Sidekick can encourage Customers to self-serve through chat.

Time 25 min

Build and Manage an IVR

Gladly Software Courses Channel Features Voice

Learn how to build a world-class IVR to support Voice Customers.

Time 30 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

How to Provide Radically Personal Service

Gladly Software Courses Work In Gladly Support Heroes/Agents

Learn the methodologies and thinking behind what it means to provide radically personal service.

Time 15 min

Help Customers on Messaging Channels

Gladly Software Courses Work In Gladly Support Heroes/Agents

Learn how to communicate with Customers through SMS, chat, and social Messaging Channels.

Time 20 min

Customer Service Essentials

Gladly Software Courses Work In Gladly Support Heroes/Agents

Elevate your ability to delight your Customers by combining different service strategies.

Time 1 hr 20 min

Self-Guided Gladly Implementation

Gladly Software Courses Implement Gladly

Implement Gladly at your own pace with easy-to-follow, step-by-step instructions.

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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