Master Amazon Connect Contact Lens: Analyze customer conversations, evaluate agent performance, and improve customer experience.
Master Amazon Connect Contact Lens: Analyze customer conversations, evaluate agent performance, and improve customer experience.
This course introduces Amazon Connect Contact Lens, a powerful tool for analyzing customer conversations, evaluating agent performance, and improving customer experience in contact centers. Participants will learn about the benefits, typical use cases, and core concepts of Contact Lens. The curriculum covers implementation scenarios and key considerations for uncovering trends, sentiment, and conversation characteristics from contact interactions. Learners will also explore how post-contact summaries can replace manual note-taking, enabling supervisors to review interactions more efficiently. This course is designed to equip contact center managers, analysts, and IT professionals with the knowledge to leverage Contact Lens for enhancing customer service operations.
Instructors:
English
What you'll learn
Recognize the purpose and functionality of Amazon Connect Contact Lens
Identify the benefits of implementing Contact Lens in contact centers
Understand key considerations for using Contact Lens effectively
Learn how to uncover trends and sentiment from customer interactions
Explore the use of post-contact summaries for efficient interaction review
Gain insights into implementing Contact Lens in various scenarios
Skills you'll gain
This course includes:
PreRecorded video
1 assignment
Access on Mobile, Tablet, Desktop
FullTime access
Shareable certificate
Closed caption
Get a Completion Certificate
Share your certificate with prospective employers and your professional network on LinkedIn.
Created by
Provided by

Top companies offer this course to their employees
Top companies provide this course to enhance their employees' skills, ensuring they excel in handling complex projects and drive organizational success.





There is 1 module in this course
This course offers a comprehensive introduction to Amazon Connect Contact Lens, focusing on its capabilities to analyze customer conversations and improve contact center performance. The curriculum covers the purpose and functionality of Contact Lens, its benefits, and key considerations for implementation. Learners will gain insights into how Contact Lens uncovers trends, sentiment, and conversation characteristics from customer interactions. The course emphasizes practical applications, including the use of post-contact summaries to streamline interaction reviews. By exploring various implementation scenarios, participants will understand how to apply Contact Lens in different contact center environments. This knowledge will enable organizations to enhance their customer experience strategies, improve agent performance evaluation, and make data-driven decisions in their contact center operations.
Amazon Connect Contact Lens Fundamentals
Module 1 · 1 Hours to complete
Fee Structure
Testimonials
Testimonials and success stories are a testament to the quality of this program and its impact on your career and learning journey. Be the first to help others make an informed decision by sharing your review of the course.
Frequently asked questions
Below are some of the most commonly asked questions about this course. We aim to provide clear and concise answers to help you better understand the course content, structure, and any other relevant information. If you have any additional questions or if your question is not listed here, please don't hesitate to reach out to our support team for further assistance.