Reviews 5,0
Reviews 5,0
AB-7011 Introduction to Navigating the Modern Contact Center
Service quality is a decisive competitive factor today. Modern contact centers combine digital communication channels, AI-powered automation and well-designed workflows into a coherent customer experience – setting new benchmarks in efficiency and responsiveness.
Key topics
- Understanding the structure and function of modern contact centers.
- Using omnichannel service and digital communication channels.
- Understanding and applying AI in support and automation.
- Getting to know workflows, escalation models and routing logic.
- Applying performance measurement and quality standards.
- Understanding current trends in customer experience and cloud technologies.
Prerequisite
A basic familiarity with digital business processes or service-oriented activities is helpful – in-depth technical knowledge is not required.
Target group
Professionals in support, operations, customer success, process management and digital service environments who want to expand their knowledge of modern contact center structures.
A solid understanding of modern contact center architectures strengthens the ability to design future-proof service processes and actively drive digital transformation in service organizations.
Course Content
Getting started with Dynamics 365 Contact Center
- Getting an overview of Dynamics 365 Contact Center.
- Managing and configuring Dynamics 365 Contact Center.
- Exploring next-generation self-service capabilities.
- Setting up integrations with third-party services.
- Getting to know the agent experience.
- Connecting and configuring connectors.
- Exploring available channels in Dynamics 365 Contact Center.
- Understanding and configuring unified routing.
- Getting familiar with contact center administration.
Setting up a voice channel in Dynamics 365 Customer Service
- Setting up and deploying the voice channel.
- Defining and configuring voice queues.
- Setting up voice workstreams.
- Understanding and configuring call routing.
- Making and receiving calls.
- Using historical analytics, reports, and call insights.
Configuring a Copilot Studio agent for voice interactions
- Deploying the required extensions.
- Setting up handoff to the customer service application.
- Completing the configuration for voice interactions.
Using multilingual voice agents with IVR in Dynamics 365
- Understanding prerequisites and setup for multilingual voice agents.
- Configuring language switching during a conversation.
- Setting up language selection based on the dialed number.
- Routing to an agent based on language.
- Following key configuration guidelines.
Copilot Studio rules manager for voice agents and IVR real-time updates
- Creating a dynamic greeting message in Power Apps.
- Developing a user-friendly interface for business administrators.
- Creating and configuring the Copilot agent.
- Testing and validating the agent.
- Dynamically updating the greeting message.
- Testing the Copilot agent with the new message.
Up to 100% funding for your continuing education
Attractive funding opportunities are available for numerous continuing education programs – depending on the funding program, up to 100% funding is possible.
The requirement is that you live or work in Germany. Our funding opportunities are not available outside of Germany.
Funding opportunities are available for career starters, job seekers, career changers, startups, experienced professionals, those seeking career advancement, and specialists.
Why is up-to-date contact center knowledge so important today?
- Digital channels, AI-driven workflows and rising customer expectations make specialized expertise a fundamental requirement for professional service delivery.
What does this training bring to everyday work?
- Workflows are understood faster, service processes run more efficiently and customer inquiries are handled more effectively – with a direct impact on daily operations.
What skills does this training develop?
- Fundamentals of omnichannel service, routing logic, customer experience and modern support structures – practical and immediately applicable.
Which professional profiles benefit most from this topic?
- Particularly relevant for roles in customer service, service desk, operations, support and contact center management.
What value does knowledge of efficient service processes create?
- Better service processes increase customer satisfaction, reduce operating costs and create sustainably optimized internal workflows.
Which trends are at the center of this topic?
- Automation, AI adoption, digital communication channels and modern service concepts are the central subject areas.
What are the consequences of outdated contact center processes?
- Long wait times, unclear responsibilities and declining service quality put pressure on customer satisfaction and can directly affect revenue.
What do participants take away from this training?
- A solid understanding of modern service architectures and greater confidence in working with contemporary contact center processes.
