AB-7011 Introduction to Navigating the Modern Contact Center

Price
Net €
VAT €

Price
Price on Request

Duration
1 day

For companies and job seekers:
this course is 100% fundable!
 

Location

Course Language
English

Training Solutions
Online Live

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Today, service quality directly determines brand perception, customer loyalty, and competitiveness. Modern contact centers are at the heart of digital communication strategies.

Key Topics

  • Structure and operation of modern contact centers
  • Omnichannel service and digital communication channels
  • Use of AI in support and automation
  • Workflows, escalation models, and routing logic
  • Performance measurement and quality standards
  • Relevant trends in customer experience and cloud technologies

Prerequisites
A basic interest in digital services, communication, and modern business processes is sufficient to get started.

Target Audience
Particularly relevant for professionals in support, operations, customer success, process management, and the digital service sector.

A current, technically sound introduction to a subject area that is becoming increasingly important for service quality, efficiency, and digital transformation.

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Course Content
  • Overview of Dynamics 365 Contact Center
  • Manage Dynamics 365 Contact Center
  • Next-generation self-service
  • Integration with third-party services
  • User experience for service agents in Dynamics 365 Contact Center
  • Connectors
  • Channels in Dynamics 365 Contact Center
  • Unified routing in Dynamics 365 Contact Center
  • Contact Center Management
  • Setting Up and Deploying the Voice Channel
  • Defining voice queues
  • Setting up a voice workflow
  • Call forwarding
  • Making and receiving calls
  • Historical analysis, reports, and insights into calls
  • Provide the necessary extensions
  • Set up forwarding to your customer service application
  • Set up for voice
  • Requirements and Setup for Configuring Multilingual Voice Agents
  • Setup for changing languages during a call
  • Configuration for language selection based on the dialed number
  • Forwarding to an agent based on language
  • Important configuration notes
  • Create a dynamic welcome message in Power Apps
  • Create a user-friendly interface for business administrators
  • Create the Copilot agent
  • Test the agent
  • Dynamically update the welcome message
  • Test the Copilot agent with the new message

Frequently Asked Questions

  • Digital service channels, AI-powered processes, and rising customer expectations make up-to-date expertise essential.
  • Processes are understood more quickly, service workflows are streamlined, and customer inquiries are handled more effectively.
  • The course covers the fundamentals of omnichannel service, routing, customer experience, and modern support structures.
  • Particularly relevant for customer service, service desks, operations, support teams, and contact center management.
  • Efficient service processes increase customer satisfaction, reduce costs, and improve internal operations in the long term.
  • The focus is on automation, AI, digital communication channels, and modern service concepts.
  • Long wait times, unclear responsibilities, and declining service quality can lead to direct revenue losses.
  • A better understanding of modern service architectures and greater confidence in handling current contact center processes.
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