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Talkdesk Learning Academy: FAQ

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Note: On Friday, September 21, Talkdesk Academy is changing to a new design and structure meant to improve and simplify the learner’s experience, enabling an easier visualization of all courses available, so you can better plan learning paths and schedules. Learn more about the upcoming changes here.

 

What is Talkdesk Academy?

Talkdesk Academy is a great resource for anyone using Talkdesk, whether you're a new agent looking to quickly get up and running, or an experienced user looking to learn about a specific feature:

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All courses are free and can be taken individually, or together as a certification.

Earning a certificate demonstrates that you have the skills and experience to take full advantage of Talkdesk, thus contributing to an enhanced performance and ultimately, to your individual and organization's success.

Managers can also use Talkdesk Academy to train agents, by tailoring training playlists based on the needs and abilities of their teams. 

With no time limits for completion and our self-led courses available online, agents can even complete trainings from the comfort of their homes.  

 

Where should I get started?

Courses are organized by Talkdesk role (Agents, Supervisors and Admins) and main topic (e.g.: Talkdesk Callbar, Supervisors: Talkdesk Live, Admins: Customizing your Account) and consist of just under 3 minutes long video lessons followed by short quizzes to test the information presented. 

There are also soft skills courses with PDF guides that offer best practice tips to exceed in customer service.

Structured training courses are usually more effective, so we recommend taking one of our certifications and following the suggested order so you can learn how to make the best use of Talkdesk according to whether you’re a call center agent making and receiving calls and updating CRMs (Talkdesk Agents Certification), a supervisor monitoring calls or analyzing data to improve the service (Talkdesk Supervisors Certification), or a Talkdesk account admin, managing phone numbers, licenses, or routing and queue settings (Talkdesk Admins Certification). 

If you choose to take a course individually and then later decide to take a certification where this course is also included you won’t need to do it again, as it will already be listed as completed.

Also, our ‘Best Practices’ course is included in all three certifications (Agents, Supervisors and Admins) but you’ll only need to take it once. 

You will get a course certificate when you complete all courses inside a Certification and then pass its final quiz:

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Certificates have a one year validity and can be downloaded and easily added to your Linkedin profile.

 

How do I get started? 

To get started you first need to register as a student of the Talkdesk Academy. Just click ‘Sign Up' at the top of the page, fill out the form with your name and email and submit it. Please enter your name as you wish it to appear on the certificates:

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You will receive an email confirming your registration. 

You can now register for any course by clicking the 'Register' button inside it. The registration is automatic, so you don’t have to fill out another form. 

When you register for a Certification (Agents, Supervisors, or Admins), you will be automatically registered in the courses that are inside that certification. If you register for a course outside the certification courses, you will only be registered in that course.



How do I find a course?

Scroll down and click any course to read its description and see the list of lessons. You can also look for keywords using the search bar on the top right corner. Results will list lessons and courses matching your keywords in the title, description or topic.

Once you register for any Certification course or access the “Recommended For You” section you can also filter by name of course, Talkdesk role, soft skill, or topic:

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How long does it take to complete a course?

Our courses consist of just under 3 minutes long video lessons (designed to be watched from beginning to end) followed by short multiple quizzes. The duration of each course and certification is specified on the course description, before you register.

 

How long do I have to finish it?

There is no time limit to complete the courses and the lessons can be taken at any time, so you can finish them whenever your schedule allows.

 

How much does it cost?

All our courses are completely free and only require registration by providing your name and email address.

 

How can I get a certificate?

After completing all the lessons in a particular certification course, new graduates will receive an email with the certificate.  This certificate can be downloaded and even added to LinkedIn.

 

There’s a topic I would like to learn about that I can’t seem to find here. What should I do?

We’re constantly thinking of new topics and working on new courses and would love to hear your suggestions. Please send your suggestions and comments to academy@talkdesk.com

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