AB-7011: Introduction to navigating the modern Contact Center Course Overview
Duration: 1 Day
This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants will gain an understanding of the platform’s work allocation capabilities, learn how conversations are efficiently routed, and explore the day-to-day workflows of both Contact Center representatives and supervisors. By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.
Course Objectives
By the end of this course, participants will be able to:
- Introduction to navigating the modern Contact Center
Who Should Attend?
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 organization by recognizing 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.
What’s included?
- Authorized Courseware
- Intensive Hands on Skills Development with an Experienced Subject Matter Expert
- Hands-on practice on real Servers and extended lab support 1.800.482.3172
- Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
- Academy Code of Honor: Test Pass Guarantee
- Optional: Package for Hotel Accommodations, Lunch and Transportation
With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.
Methods
- Instructor Led (the best training format we offer)
- Live Online Classroom – Online Instructor Led
- Self-Paced Video
Speak to an Admissions Representative for complete details
| Start | Finish | Public Price | Public Enroll | Private Price | Private Enroll |
|---|---|---|---|---|---|
| 9/28/2026 | 9/28/2026 | ||||
| 10/19/2026 | 10/19/2026 | ||||
| 11/9/2026 | 11/9/2026 | ||||
| 11/30/2026 | 11/30/2026 | ||||
| 12/21/2026 | 12/21/2026 | ||||
| 1/11/2027 | 1/11/2027 | ||||
| 2/1/2027 | 2/1/2027 | ||||
| 2/22/2027 | 2/22/2027 | ||||
| 3/15/2027 | 3/15/2027 | ||||
| 4/5/2027 | 4/5/2027 | ||||
| 4/26/2027 | 4/26/2027 | ||||
| 5/17/2027 | 5/17/2027 | ||||
| 6/7/2027 | 6/7/2027 | ||||
| 6/28/2027 | 6/28/2027 | ||||
| 7/19/2027 | 7/19/2027 | ||||
| 8/9/2027 | 8/9/2027 | ||||
| 8/30/2027 | 8/30/2027 | ||||
| 9/20/2027 | 9/20/2027 |
Course Curriculum
1 – Introduction to navigating the modern Contact Center
- Explore Dynamics 365 Contact Center
- Describe work allocation capabilities
- Describe Dynamics 365 Contact Center representative experience
- Describe Dynamics 365 Contact Center supervisor experience
