Topic outline
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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!
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In this video you will get a brief introduction to what this course is all about.
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In this section, we will look at handling times and their distribution. Watch the video and then take the quiz.
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Receive a grade Receive a passing grade
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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.
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AHT Drivers Video Page
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Quiz on Agent Dependent AHT
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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.
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Abandonment Video Page
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Abandonment Quiz
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In this section, you will learn some things about redials and reconnects. This section also contains the final assignment of the course.
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Redials and Reconnects Video Page
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Final Assignment
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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.
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