Sold by: tecRacer Germany GmbHÂ
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.
Overview
Description
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.
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.deÂ
Highlights
- Amazon Connect Basics: Learn the key features, architecture, and service quotas to understand how Amazon Connect works
- Configuring Contact Flows: Master creating and managing efficient call and chat flows to optimize customer experience.
- Real-time Monitoring and Reporting: Gain skills in using Amazon Connect’s monitoring tools to track metrics and generate reports for performance analysis.
Details
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Pricing
Custom pricing options
Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.
Legal
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Support
Vendor support
This offer does not include a support package. Please contact training@tecracer.de if you have any questions.