What you will learn
- 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.
Program Overview
Expert instruction
3 skill-building courses
Self-paced
Progress at your own speed
5 months
16 - 17 hours per week
Discounted price: $54
Pre-discounted price: $60USD
For the full program experience
Courses in this program
GoogleCloud's Contact Center AI (CCAI) Platform Professional Certificate
- Handle Consumer Interactions with CCAIP
- Manage Functions and Reporting with CCAIP
- Configure and Maintain CCAIP as an Admin
- Job Outlook
Meet your instructors from Google Cloud (GoogleCloud)
Experts from GoogleCloud committed to teaching online learning
Enrolling Now
Discounted price: $54
Pre-discounted price: $60USD
3 courses in 5 months
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