AB-7011: Introduction to navigating the modern Contact Center
This one-day course is a practical introduction to Microsoft Dynamics 365 Contact Center, designed for business leaders, business users and anyone starting out with Contact Center as a Service. You will see why modern contact centers matter and how conversations are routed and work is allocated across channels.
Participants explore the day-to-day workflows of both agents and supervisors, how the platform connects with first- and third-party CRM systems, and how AI and collaboration tools can boost service representative productivity. No prior experience is required, so it is an easy way to understand the essential building blocks of a CCaaS solution.