TrainingBusiness applications / Business ApplicationsAB-7011
AB-7011Microsoft · authorised training
Introduction to navigating the modern Contact Center
This training introduces the core features and workings of Microsoft Dynamics 365 Contact Center. Participants learn about work allocation and routing mechanisms, as well as the daily workflows of representatives and supervisors in this environment. The course helps learners understand how to effectively use Contact Center as a Service (CCaaS).
- Duration
- 1 day
- Level
- Beginner
- Provider
- Microsoft
- Topic
- Business applications / Business Applications
Course outline
- Explore Dynamics 365 Contact Center
- Describe work allocation capabilities
- Describe Dynamics 365 Contact Center representative experience
- Describe Dynamics 365 Contact Center supervisor experience
Skills you will gain
- Identifying key features of Dynamics 365 Contact Center
- Describing work allocation mechanisms using queues, workstreams, and AI-driven routing
- Describing the Contact Center representative experience supported by AI and collaboration tools
- Describing the supervisor experience, including real-time monitoring, analytics, and forecasting
Who should attend
- People starting their journey with Contact Center as a Service (CCaaS)
- People who want to understand the benefits of CCaaS for their organization, including integration with first- and third-party CRM systems
- People who want to improve customer service across multiple channels and boost representative productivity using AI and collaboration tools
1700 PLN
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