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Topic outline

  • General Information

    Before attempting quizzes and assignments, please first watch the video clip. Sometimes, you may need to go over the video multiple times to understand all details. The courses are designed in a specific order. We recommended you follow it in that order.

    At the end of the course, a certificate will automatically be generated. Good luck and enjoy your course!


    • Introduction

      In this video you will get a brief introduction to what this course is all about.

    • Handling Times

      In this section, we will look at handling times and their distribution. Watch the video and then take the quiz.

    • AHT Drivers

      In this section, we take a look at a few factors that influence the AHT, such as seasonality and the effect of individual agent properties.

      • AHT Drivers Video Page
        Restricted Not available unless: The activity Handling Times Quiz is marked complete
      • Quiz on Agent Dependent AHT
        Restricted Not available unless: The activity AHT Drivers Video is marked complete
    • Abandonments

      In this section, we take a look at what abandonments are. How they are distributed and how we handle them within a call center setting.

      • Abandonment Video Page
        Restricted Not available unless: The activity Quiz on Agent Dependent AHT is marked complete
      • Abandonment Quiz
        Restricted Not available unless: The activity Abandonment Video is marked complete
    • Redials and Reconnects

      In this section, you will learn some things about redials and reconnects. This section also contains the final assignment of the course.

      • Redials and Reconnects Video Page
        Restricted Not available unless: The activity Abandonment Quiz is marked complete
      • Final Assignment
        Restricted Not available unless: The activity Redials and Reconnects Video is marked complete
    • Feedback and Certificate

      To obtain this Certificate of Completion you must score 60% or higher on every assignment and quiz. The final assignment must be 80% or higher. You can retry every single topic as much as you would like. There is no limit in time or number of tries.
      Before you move on to the next course, please give us feedback on this course!