Introduction to navigating the modern Contact Center
Discover how modern contact centers work—explore intelligent routing, omnichannel conversations, and day to day workflows in Dynamics 365 Contact Center.
This course introduces Microsoft Dynamics 365 Contact Center, focusing on its core features and user experiences. Participants will gain an understanding of the platform’s work allocation capabilities, learn how conversations are efficiently routed, and explore the day-to-day workflows of both Contact Center representatives and supervisors. By the end of the course, learners will be equipped with the knowledge to navigate and manage the Dynamics 365 Contact Center environment effectively.
Updated 19/4/2026
Virtual Learning
This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.
5 courses found
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- Delivery Format: Virtual Learning
- Date 18 December, 2026 | 9:00 AM to 5:00 PM
- Location: Virtual (Eastern Standard Time)
- Language: English
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- Delivery Format: Virtual Learning
- Date 19 March, 2027 | 8:30 AM to 4:30 PM
- Location: Virtual (Eastern Standard Time)
- Language: English
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- Delivery Format: Virtual Learning
- Date 17 June, 2027 | 8:30 AM to 4:30 PM
- Location: Virtual (Eastern Standard Time)
- Language: English
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- Delivery Format: Virtual Learning
- Date 09 September, 2027 | 8:30 AM to 4:30 PM
- Location: Virtual (Eastern Standard Time)
- Language: English
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- Delivery Format: Virtual Learning
- Date 03 December, 2027 | 8:30 AM to 4:30 PM
- Location: Virtual (Eastern Standard Time)
- Language: English
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