AB-7011: Introduction to navigating the modern Contact Center

This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants will gain an understanding of the platform’s work allocation capabilities, learn how conversations are efficiently routed, and explore the day-to-day workflows of both Contact Center representatives and supervisors. By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.

This course is intended for you if you’re seeking to start your journey using Contact Center as a Service (CCaaS). You aim to grasp how Contact Center as a Service (CCaaS) can benefit your organisation by recognising the importance of modern contact centers, integrating with both first- and third-party CRM systems, and efficiently assisting and resolving support-related challenges. You also seek to communicate seamlessly across multiple channels, enhance customer service representative productivity using AI and collaboration tools, and develop a comprehensive understanding of the essential components that make up CCaaS solutions.

• An interest in understanding how modern contact centers operate and how cloud-based solutions support customer service.
• A willingness to explore basic concepts of customer interactions across multiple communication channels.
• A general curiosity about how technology, including AI, collaboration tools, and CRM integrations, can enhance customer support experiences.

After completing this course, students will be able to:

• Gain an understanding of the platform’s work allocation capabilities.
• Learn how conversations are efficiently routed.
• Understand the day-to-day workflows of both Contact Center representatives and supervisors.
• The knowledge on how to navigate and manage the Dynamics 365 Contact Center environment effectively.

• Introduction to modern contact centers and CCaaS
• Overview of Microsoft Dynamics 365 Contact Center
• Navigating the Dynamics 365 Contact Center user interface
• Understanding work allocation and routing concepts
• How conversations are routed across multiple channels
• Day‑to‑day workflows of Contact Center representatives
• Day‑to‑day workflows of Contact Center supervisors
• Supporting customer interactions across multiple communication channels
• Using AI and collaboration tools to enhance agent productivity
• Understanding the essential components of a CCaaS solution
• Integrating Contact Center with first‑party and third‑party CRM systems
• Managing and supporting efficient customer service operations