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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Activities
Read 'Contact Centers in a Digital World' by Brad Cleveland
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Gain a comprehensive understanding of contact center trends and best practices, providing a strong foundation for your learning in this course.
View
Call Center Management on Fast Forward: ...
on Amazon
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-
Read the book thoroughly
-
Take notes and highlight key concepts
Review key Amazon Connect Contact Lens concepts
Show steps
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
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Watch introductory videos and tutorials
Discuss Contact Lens implementation strategies with peers
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Expand your knowledge by sharing and discussing implementation strategies with fellow learners, gaining diverse perspectives and best practices.
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Join online forums or discussion groups
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Attend virtual or in-person meetups
Three other activities
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Analyze sample customer conversations
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Develop your ability to identify trends, sentiments, and conversation characteristics by practicing analysis of real-world customer interactions.
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-
Use Contact Lens dashboards to examine sample conversations
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Apply techniques for uncovering key insights from conversation data
Develop a use case for Contact Lens in your organization
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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.
Browse courses on
Data-Driven Decision Making
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-
Identify a specific business challenge or opportunity
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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
Show steps
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
Read 'Contact Centers in a Digital World' by Brad Cleveland
Show steps
Gain a comprehensive understanding of contact center trends and best practices, providing a strong foundation for your learning in this course.
View
Call Center Management on Fast Forward: ...
on Amazon
Show steps
- Read the book thoroughly
- Take notes and highlight key concepts
Review key Amazon Connect Contact Lens concepts
Show steps
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
Show steps
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
Analyze sample customer conversations
Show steps
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
Show steps
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.
Browse courses on
Data-Driven Decision Making
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
Show steps
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
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