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With Amazon Connect Contact Lens, organizations analyze customer conversations, evaluate agent performance, and continuously improve customer experience.

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With Amazon Connect Contact Lens, organizations analyze customer conversations, evaluate agent performance, and continuously improve customer experience.

In this course, you will recognize the benefits, typical use cases, and core concepts of Contact Lens. You will explore implementation scenarios and identify the key considerations to uncover trends, sentiment, and conversation characteristics from contact interactions. You will learn how post-contact summaries are used to replace manual notetaking so supervisors can review interactions efficiently.

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What's inside

Syllabus

Amazon Connect Contact Lens Fundamentals
With Amazon Connect Contact Lens, organizations analyze customer conversations, evaluate agent performance, and continuously improve customer experience. In this course, you will recognize the benefits, typical use cases, and core concepts of Contact Lens. You will explore implementation scenarios and identify the key considerations to uncover trends, sentiment, and conversation characteristics from contact interactions. You will learn how post-contact summaries are used to replace manual notetaking so supervisors can review interactions efficiently.

Good to know

Know what's good
, what to watch for
, and possible dealbreakers
Introduces Contact Lens, an Amazon Connect feature that helps analyze customer interactions
Suitable for those wanting to improve customer experience by scrutinizing interactions
Offered by AWS instructors, providing practical insights and industry expertise

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Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Amazon Connect Contact Lens Fundamentals with these activities:
Read 'Contact Centers in a Digital World' by Brad Cleveland
Gain a comprehensive understanding of contact center trends and best practices, providing a strong foundation for your learning in this course.
Show steps
  • Read the book thoroughly
  • Take notes and highlight key concepts
Review key Amazon Connect Contact Lens concepts
Solidify your understanding of the fundamental concepts and capabilities of Amazon Connect Contact Lens to enhance your learning in the course.
Show steps
  • Explore Amazon Connect Contact Lens documentation
  • Watch introductory videos and tutorials
Discuss Contact Lens implementation strategies with peers
Expand your knowledge by sharing and discussing implementation strategies with fellow learners, gaining diverse perspectives and best practices.
Show steps
  • Join online forums or discussion groups
  • Attend virtual or in-person meetups
Three other activities
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Analyze sample customer conversations
Develop your ability to identify trends, sentiments, and conversation characteristics by practicing analysis of real-world customer interactions.
Show steps
  • Use Contact Lens dashboards to examine sample conversations
  • Apply techniques for uncovering key insights from conversation data
Develop a use case for Contact Lens in your organization
Deepen your understanding of Contact Lens by applying it to a real-world scenario, helping you envision how it can enhance your organization's customer experience.
Show steps
  • Identify a specific business challenge or opportunity
  • Research how Contact Lens can address this challenge
  • Create a detailed use case document outlining your plan
Share your Contact Lens knowledge by mentoring new users
Solidify your understanding of Contact Lens by teaching and guiding others, helping you develop a deeper comprehension of the concepts and their practical applications.
Show steps
  • Offer mentorship through online platforms or local groups
  • Provide guidance and support to new users

Career center

Learners who complete Amazon Connect Contact Lens Fundamentals will develop knowledge and skills that may be useful to these careers:

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