Amazon Connect Essentials

current course dates can be found at the bottom of this page … company training available on request!

Course 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:

1. Amazon Connect Basics: Get an introduction to Amazon Connect, including architecture, features, and key service quotas.
2. 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.
3. 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.
4. 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.
5. Integration with other AWS services such as Amazon DynamoDB, AWS Lambda, or Amazon Lex.
6. 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.

By the end of the course, you will have a solid understanding of Amazon Connect and will be able to apply the concepts and techniques learned to drive effective contact center management and improve the customer experience.

Intended audience

This course is intended for:

• Customer Experience Manager
• Customer Service Managers
• Contact Center Supervisors
• IT Professionals

Course duration and Price

• 1 day / virtual
• € 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.

Course materials are in English, on request also in German (if available).
Course language is German, on request also in English.