Microsoft Introduction to Navigating the Modern Contact Center (AB-7011)

This Microsoft Introduction to navigating the modern Contact Center (AB-7011) course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences.

On this course, learners 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.

Through Firebrand’s Lecture | Lab | Review methodology, you’ll get access to official courseware, learn from certified instructors, and train in a distraction-free environment.

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 organisation 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.

• Module 1: Explore Dynamics 365 Contact Center
• Module 2: Describe work allocation capabilities
• Module 3: Describe Dynamics 365 Contact Center representative experience
• Module 4: Describe Dynamics 365 Contact Center supervisor experience

This accelerated course does not have an exam.

There are no prerequisites to attend this accelerated course.

Your accelerated course includes:

• Accommodation *
• Meals, unlimited snacks, beverages, tea and coffee *
• On-site exams **
• Exam vouchers **
• Practice tests **
• Certification Guarantee ***
• Courseware
• Up to 12 hours of instructor-led training each day
• 24-hour lab access
• Digital courseware **

* For residential training only. Accommodation is included from the night before the course starts. This doesn't apply to online courses.
** Some exceptions apply. Please refer to the Exam Track or speak with our experts.
*** Pass the first time or train again for free as many times as it takes, unlimited for 1 year. Just pay for accommodation, exams, and incidental costs.

Seven reasons why you should sit your course with Firebrand Training

• Two training options. Choose between residential classroom-based and online courses
• You'll be certified fast. With us, you’ll be trained in record time
• Our course is all-inclusive. A one-off fee covers all course materials, exams**, accommodation* and meals*. No hidden extras.
• Pass the first time or train again for free. This is our guarantee. We’re confident you’ll pass your course the first time. But if not, come back within a year and only pay for accommodation, exams and incidental costs
• You’ll learn more. A day with a traditional training provider generally runs from 9am–5pm, with a nice long break for lunch. With Firebrand, you’ll get at least 12 hours/day of quality learning time with your instructor
• You’ll learn faster. Chances are, you’ll have a different learning style to those around you. We combine visual, auditory and tactile styles to deliver the material in a way that ensures you will learn faster and more easily
• You’ll be studying with the best. We’ve been named in the Training Industry’s “Top 20 IT Training Companies of the Year” every year since 2010. As well as winning many more awards, we’ve trained and certified over 135,000 professionals

*For residential training only. Doesn't apply for online courses
**Some exceptions apply. Please refer to the Exam Track or speak with our experts

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