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Agents Training Program

Contact center agents are the voice of your business. Give them tools to enhance their performance, provide excellent service and increase customer loyalty.

Courses offered in this Program

Agent 101: Call Handling

What do you remember about the last call you made to a call center? Your satisfaction was probably affected by the behavior of the agent during the call.

Agent 101 provides a range of fun interactive workshops and insights to show the agent the impact of behaviors and attitudes on customer experience. Every step of the call is seen and tools are proposed and tested in interactive group activities.

Agent 201: Handling Difficult Calls

Is managing difficult calls an issue for your agents? Learn how to recognize, understand and manage unsatisfied customers. Learn how to interact with a customer to lower the stress level of a conversation and maximize the satisfaction using our five-steps technique.

This hands-on training session relies on concrete activities to explain how to avoid common mistakes and stay in control of one’s reactions.

Emails and Chat: Best Practices

Now that it is easier than ever to access information from wherever we are, new points of contact for customer support have emerged.

In this training session, identify the reasons why customers prefer these new contact methods. Make sure to adapt your answer to the customer, depending on the point of contact they are using and master words and expressions to structure and personalize the conversation. Learn how these methods differ from telephone calls.

Through an experiential activity, participants will explore the five rules for efficient emailing and live chatting.

Reasons to choose Agents Training Program

By taking part in i3vision’s training programs, your agents will learn the industry’s best practices. They will better handle difficult calls and become experts in written communications (including e-mails and live chat). Rely on your team to optimize your customer experience.

More for less

Our training material is available in both English and French. A certification is included in each training program upon participants successfully completing an exam. It is the opportunity to highlight the excellence of their work and value their efforts.

Approved Training Organization

i3vision is a Training Organization approved by the Labor Market Partners commission for the purposes of applying the law to promote the development and recognition of labor skills. This means that i3vision, who specializes in customer contact center solutions is eligible for the 1% law.


Are you interested in our training programs? Tell us about your project by filling out the request form.

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