What you’ll learn
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.
Small and Medium Business at Lumify Work
As the leading provider of information and communications technology training in Australasia, we designed and put together training programs to help small businesses keep pace with the technological changes that drive business transformation.
Who is the course for?
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.
Course subjects
During the course, you will be guided through key areas of understanding, such as:
How to navigate and manage the Dynamics 365 Contact Center environment effectively.
Learn across multiple channels.
How to apply AI and collaboration tools.
Learning essential components that make up CCaaS solutions.
Prerequisites
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.
Terms & Conditions
The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.
