edX
edXContact Center AI (CCAI) Platform
153 studentsBEGINNEREnglish
Korshub's take
Contact Center Operations at Scale
Modern contact centers handle calls, chats, and complex customer journeys across channels. Managing this requires technical skill and operational discipline.
This course teaches the full CCAI Platform suite: routing customers intelligently, handling multi-channel interactions, monitoring against SLAs and KPIs, coaching agents, and configuring the system as demand shifts. You'll design routing logic that improves customer experience and agent utilization while managing staffing seasonality. The platform becomes a lever for operational excellence when you understand its full capabilities.
About this course
How to handle call and chat interactions using CCAIP’s core agent features and functionality. ,How to monitor, analyze, and report on contact center performance to meet Service-Level Agreement (SLA) metrics and KPIs. ,How to coach agents, manage onboarding, and ensure adherence to contact center policies and best practices. ,How to configure, adjust, and maintain CCAIP to support organizational needs, seasonality, and staffing demands. ,How to determine routing paths, manage channels, and assign both agents and teams to improve the customer experience.
Price
$90
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