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Training: Amazon Connect Essentials

The Amazon Connect Essentials course is specifically designed for Customer Service Managers and Contact Center Supervisors who want to gain knowledge and skills in using Amazon Connect. This hands-on course covers basic concepts, features, and best practices to ensure effective contact center management.

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About

Description

It also includes hands-on exercises designed to reinforce concepts from the course.

Course Objectives

In this course, you will learn to:

Amazon Connect Basics: Get an introduction to Amazon Connect, including architecture, features, and key service quotas

Configuring Contact Flows: Learn to create efficient call and chat flows to ensure a seamless customer experience. You’ll Learn how to route calls, manage queues, and implement self-service options

Agent and Security Profiles: You will learn to effectively deploy agents and create and configure security profiles. This includes creating and assigning routing profiles, configuring agent states, and agent coaching options

Real-time monitoring and reporting: you will learn to use Amazon Connect’s monitoring tools to track key metrics and performance indicators. You’ll learn how to access real-time information about contact center health and generate reports

Integration with other AWS services such as Amazon DynamoDB, AWS Lambda, or Amazon Lex

Best practices and troubleshooting: get best practices for customizing and scaling Amazon Connect to meet your contact center’s specific needs. You will learn which tools to use for logging and error identification

Prerequisites

We recommend that attendees of this course have:

No prior IT experience or cloud experience is required.

Course duration / Price

1 day / € 750.00 (excl. tax) per person (DE) / CHF 900.00 (excl. tax) per person (CH)

IMPORTANT: Please bring your notebook (Windows, Linux or Mac) to our trainings. If this is not possible, please contact us in advance.

The practical exercises are performed in prepared working environments available via web browser – no software needs to be installed. The course material is in English, spoken language can be in german or english. Other languages like spanish, portuguese or french, please contact us under training@tecracer.de

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