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Amazon Connect Contact Lens Fundamentals

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

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Amazon Connect Contact Lens Fundamentals

This course includes

1 Hour

Of Self-paced video lessons

Beginner Level

Completion Certificate

awarded on course completion

Free

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

Amazon Connect
Contact Lens
customer analytics
sentiment analysis
conversation intelligence
contact center optimization
AWS

This course includes:

PreRecorded video

1 assignment

Access on Mobile, Tablet, Desktop

FullTime access

Shareable certificate

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Get a Completion Certificate

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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

Instructor

AWS Instructor
AWS Instructor

18,469 Students

130 Courses

Amazon Web Services

AWS is on a mission to accelerate the digital transformation of education in partnership with the full education community, including learners, educators, administrators, and researchers.

Amazon Connect Contact Lens Fundamentals

This course includes

1 Hour

Of Self-paced video lessons

Beginner Level

Completion Certificate

awarded on course completion

Free

Testimonials

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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.