Imagine that you're calling customer service about a missing package. You're anxiously waiting on hold, getting transferred between departments, and repeatedly explaining your situation. Now imagine a seamless experience where you connect quickly, the agent already knows your history, and you can switch between calling and chatting without starting over. That's the power of a modern cloud contact center like Amazon Connect.
In this course, you will†explore how Amazon Connect is revolutionizing customer service operations. You will learn how cloud-based contact centers work, what makes Amazon Connect unique, and how businesses are using it to create better experiences for their customers and agents. Whether you're new to contact centers or enhancing your existing knowledge, this course will give you the foundation that you need to understand and work with Amazon Connect effectively.
Activities
- Knowledge checks
Course objectives
- Identify the key differences and benefits of cloud contact centers compared to traditional contact centers.
- Recognize the core components and architecture of Amazon Connect.
- Select the appropriate responsibilities in the Amazon Web Services (AWS) shared responsibility model for contact center compliance.
- Identify effective contact center design principles based on customer experience best practices.
- Recognize the key capabilities of Amazon Connect across various communication channels.
Intended audience
- Account and sales managers
- Business development and analyst managers
- Decision makers
- Presales consultants
- Project, program, and delivery managers
Recommended Skills
- Basic understanding of customer service operations
Course outline
Section 1: Cloud Contact Center Fundamentals
- Introduction to Cloud Contact Center Fundamentals
- Legacy and Modern Cloud Contact Centers
- Cloud-Based Solutions
- Amazon Connect in the AWS Suite of Services
- Knowledge Check
- Summary
Section 2: Amazon Connect Architecture
- Introduction to Amazon Connect Architecture
- Understanding Key Terminology
- Core Components of Amazon Connect
- How Components Work Together
- Knowledge Check
- Summary
Section 3: Compliance Essentials
- Introduction to Compliance Essentials
- AWS Shared Responsibility Model
- Common Compliance Frameworks
- AWS Artifact
- Practical Compliance Implementation
- Knowledge Check
- Summary
Section 4: Customer Experience Design Principles
- Introduction to Customer Experience Design Principles
- Customer Experience Design
- Measuring Customer Experience
- Applying Principles to Amazon Connect
- Knowledge Check
- Summary
Section 5: Resources
- Learn More
- Contact Us
