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This course explores the out-of-the-box capabilities of Amazon Connect, the various roles in the Amazon Connect contact center, and the Amazon Connect Contact Control Panel (CCP). The course includes the key features to deploy in Amazon Connect, considerations to get started, and a contact center agent’s daily activities.
Register for this course and see more details by visiting:
OpenCourser.com/course/6w331f/introduction
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What's inside
Syllabus
Introduction to Amazon Connect and the Connect Control Panel (CCP)
This course explores the out-of-the-box capabilities of Amazon Connect, the various roles in the Amazon Connect contact center, and the Amazon Connect Contact Control Panel (CCP). The course includes the key features to deploy in Amazon Connect, considerations to get started, and a contact center agent’s daily activities.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Introduces core contact center roles and their responsibilities, enhancing understanding of contact center operations
Provides hands-on experience through the Amazon Connect Contact Control Panel (CCP), allowing for immediate application of knowledge
Covers key deployment considerations for Amazon Connect, ensuring learners can effectively implement the platform
Taught by Amazon Web Services (AWS) certified instructors, ensuring learners receive industry-recognized expertise
Suitable for individuals seeking a comprehensive understanding of Amazon Connect and its applications in contact centers
May require prior knowledge of contact center operations or AWS services for optimal understanding
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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 Introduction to Amazon Connect and the Contact Control Panel with these
activities:
Read 'The Pragmatic Programmer'
Show steps
This book provides practical advice on software development, including topics such as code quality, design patterns, and testing.
View
The Pragmatic Programmer: Your Journey To...
on Amazon
Show steps
-
Read the book
-
Take notes and highlight important passages
-
Apply the principles you learn to your own work
Practice LeetCode Problems
Show steps
LeetCode problems can help you improve your problem-solving and coding skills.
Show steps
-
Choose a LeetCode problem to solve
-
Think about the problem and come up with a solution
-
Write your solution in code
-
Test your solution and debug if necessary
Participate in a Pair Programming Session
Show steps
Pair programming can help you learn from others and improve your communication skills.
Browse courses on
Pair Programming
Show steps
-
Find a partner with complementary skills
-
Choose a project to work on together
-
Take turns writing and reviewing code
-
Discuss your design decisions and learn from each other
Four other activities
Expand to see all activities and additional details
Show all seven activities
Start a Test Driven Development (TDD) Project
Show steps
Writing unit tests in a TDD approach forces you to think about the public API of your code upfront.
Browse courses on
TDD
Show steps
-
Choose a project idea
-
Set up a new project and write your first failing test
-
Make your test pass
-
Refactor your code
-
Repeat steps 2-4
Follow a Guide to Refactor Legacy Code
Show steps
Legacy code can be difficult to maintain and understand. Following a guide can help you learn how to improve its structure and readability.
Browse courses on
Refactoring
Show steps
-
Find a guide on refactoring legacy code
-
Choose a small legacy codebase to refactor
-
Follow the guide to refactor the codebase
Attend a Software Development Workshop
Show steps
Workshops can provide you with hands-on experience and help you learn new technologies.
Browse courses on
Software Development
Show steps
-
Find a workshop that interests you
-
Register for the workshop
-
Attend the workshop and participate in the activities
Participate in a Hackathon
Show steps
Hackathons can help you learn new technologies, work on real-world projects, and collaborate with others.
Show steps
-
Find a hackathon to participate in
-
Form a team or work on your own
-
Brainstorm ideas and choose a project to work on
-
Build your project and present it to the judges
Read 'The Pragmatic Programmer'
Show steps
This book provides practical advice on software development, including topics such as code quality, design patterns, and testing.
View
The Pragmatic Programmer: Your Journey To...
on Amazon
Show steps
Show steps
Show steps
- Read the book
- Take notes and highlight important passages
- Apply the principles you learn to your own work
Practice LeetCode Problems
Show steps
LeetCode problems can help you improve your problem-solving and coding skills.
Show steps
Show steps
Show steps
- Choose a LeetCode problem to solve
- Think about the problem and come up with a solution
- Write your solution in code
- Test your solution and debug if necessary
Participate in a Pair Programming Session
Show steps
Pair programming can help you learn from others and improve your communication skills.
Browse courses on
Pair Programming
Show steps
Show steps
Show steps
- Find a partner with complementary skills
- Choose a project to work on together
- Take turns writing and reviewing code
- Discuss your design decisions and learn from each other
Four other activities
Expand to see all activities and additional details
Show all seven activities
Start a Test Driven Development (TDD) Project
Show steps
Writing unit tests in a TDD approach forces you to think about the public API of your code upfront.
Browse courses on
TDD
Show steps
Show steps
Show steps
- Choose a project idea
- Set up a new project and write your first failing test
- Make your test pass
- Refactor your code
- Repeat steps 2-4
Follow a Guide to Refactor Legacy Code
Show steps
Legacy code can be difficult to maintain and understand. Following a guide can help you learn how to improve its structure and readability.
Browse courses on
Refactoring
Show steps
Show steps
Show steps
- Find a guide on refactoring legacy code
- Choose a small legacy codebase to refactor
- Follow the guide to refactor the codebase
Attend a Software Development Workshop
Show steps
Workshops can provide you with hands-on experience and help you learn new technologies.
Browse courses on
Software Development
Show steps
Show steps
Show steps
- Find a workshop that interests you
- Register for the workshop
- Attend the workshop and participate in the activities
Participate in a Hackathon
Show steps
Hackathons can help you learn new technologies, work on real-world projects, and collaborate with others.
Show steps
Show steps
Show steps
- Find a hackathon to participate in
- Form a team or work on your own
- Brainstorm ideas and choose a project to work on
- Build your project and present it to the judges
Career center
Learners who complete Introduction to Amazon Connect and the Contact Control Panel will develop knowledge and skills
that may be useful to these careers:
Marketing Manager
Marketing Manager
Marketing Managers plan and execute marketing campaigns to promote products or services. They develop marketing strategies, create marketing materials, and manage marketing budgets. This course may be useful for Marketing Managers who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Project Manager
Project Manager
Project Managers plan, execute, and close projects. They develop project plans, manage project budgets, and track project progress. This course may be useful for Project Managers who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Business Analyst
Business Analyst
Business Analysts analyze business processes and identify opportunities for improvement. They develop recommendations for process improvements and implement new systems and procedures. This course may be useful for Business Analysts who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Software Engineer
Software Engineer
Software Engineers design, develop, and maintain software applications. They work with clients to gather requirements, develop software solutions, and test and deploy software. This course may be useful for Software Engineers who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to identify trends and patterns. They use data to make recommendations for business decisions. This course may be useful for Data Analysts who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Database Administrator
Database Administrator
Database Administrators design, implement, and maintain databases. They work with clients to gather requirements, develop database solutions, and test and deploy databases. This course may be useful for Database Administrators who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Web Developer
Web Developer
Web Developers design, develop, and maintain websites. They work with clients to gather requirements, develop website solutions, and test and deploy websites. This course may be useful for Web Developers who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Network Administrator
Network Administrator
Network Administrators design, implement, and maintain computer networks. They work with clients to gather requirements, develop network solutions, and test and deploy networks. This course may be useful for Network Administrators who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
IT Manager
IT Manager
IT Managers oversee the planning, implementation, and maintenance of computer systems and networks. They work with clients to develop IT strategies, manage IT budgets, and ensure that IT systems are operating efficiently. This course may be useful for IT Managers who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Security Analyst
Security Analyst
Security Analysts identify and mitigate security risks. They work with clients to develop security plans, implement security measures, and monitor security systems. This course may be useful for Security Analysts who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Customer Service Representative
Customer Service Representative
Customer Service Representatives provide support to customers over the phone, email, or chat. They answer questions, resolve complaints, and process orders. This course may be useful for Customer Service Representatives who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Chief Information Officer
Chief Information Officer
Chief Information Officers (CIOs) oversee the planning, implementation, and maintenance of all IT systems and networks within an organization. They work with senior management to develop IT strategies, manage IT budgets, and ensure that IT systems are aligned with the organization's overall business goals. This course may be useful for CIOs who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Technical Support Specialist
Technical Support Specialist
Technical Support Specialists provide support to customers who are experiencing technical problems with products or services. They troubleshoot issues, provide instructions, and resolve problems. This course may be useful for Technical Support Specialists who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Sales Representative
Sales Representative
Sales Representatives sell products or services to customers. They identify customer needs, develop sales proposals, and close deals. This course may be useful for Sales Representatives who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
Contact Center Agent
Contact Center Agent
Contact Center Agents are responsible for answering incoming phone calls, emails, and chats from customers. They provide customer service, resolve issues, and process orders. This course may be useful for Contact Center Agents who want to learn more about Amazon Connect and the Contact Control Panel (CCP). The course covers the key features of Amazon Connect, considerations for getting started, and a contact center agent's daily activities.
For more career information including salaries, visit:
OpenCourser.com/course/6w331f/introduction
Reading list
We've selected ten books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Introduction to Amazon Connect and the Contact Control Panel.
Provides guidance on how to measure and improve customer service metrics. It covers topics such as call center KPIs, customer satisfaction surveys, and data analysis.
Save
Provides a comprehensive overview of call center operations. It covers topics such as call routing, agent training, and quality assurance.
Provides a comprehensive overview of contact center management. It covers topics such as strategic planning, performance management, and employee motivation.
Provides a basic overview of customer service. It covers topics such as handling customer inquiries, resolving complaints, and building customer relationships.
Save
Provides a framework for understanding the relationship between customer service and profitability. It argues that businesses that focus on providing excellent customer service are more likely to be profitable.
Provides guidance on how to create a customer experience that is effortless for customers. It covers topics such as reducing customer effort, personalizing interactions, and empowering employees.
Provides a roadmap for transforming customer service. It covers topics such as creating a customer-centric culture, using technology to improve the customer experience, and measuring and improving customer satisfaction.
Provides a vision for the future of contact centers. It covers topics such as the use of artificial intelligence, automation, and self-service to improve the customer experience.
Provides a practical guide to creating a customer experience that is both profitable and sustainable. It covers topics such as customer journey mapping, customer segmentation, and customer feedback.
Save
Provides a framework for measuring and improving customer service. It covers topics such as developing customer service metrics, benchmarking against competitors, and identifying areas for improvement.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/6w331f/introduction
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Via
Coursera
Institution
Amazon Web Services
Instructor
AWS Instructor
Language
English
Good to know
Introduces core contact center roles and their responsibilities, enhancing understanding of contact center operations
Provides hands-on experience through the Amazon Connect Contact Control Panel (CCP), allowing for immediate application of knowledge
Covers key deployment considerations for Amazon Connect, ensuring learners can effectively implement the platform
Taught by Amazon Web Services (AWS) certified instructors, ensuring learners receive industry-recognized expertise
Suitable for individuals seeking a comprehensive understanding of Amazon Connect and its applications in contact centers
May require prior knowledge of contact center operations or AWS services for optimal understanding
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