Agents


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

By taking part in LOEM’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.

A certification may be added to each training program upon participants successfully completing an exam. It is the opportunity to highlight the excellence of their work and value their efforts.

Our training programs are:

  • Prise de contact Given at your
    organization
  • Disponibles en anglais Available
    in french
  • Jusqu'à 10 participants Up to 10
    participants
  • Durée du module Agent 101: Best telephone practices 4 hours
  • Prix du module Agent 101: Best telephone practices 2000$

Explore the industry Best Practices for call greeting, call progression, hold, transfer and closing procedures to increase customer loyalty and provide excellent service. Choose the right words for effective and professional communication. Go over positive and negative telephone behaviours and enhance your agents’ performances.

  • Personalized approach Personalized approach
  • Interactive training Interactive training
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  • Durée du module Agent 201: Managing difficult calls effectively 3 hours
  • Prix du module Agent 201: Managing difficult calls effectively $1 500

Is managing difficult calls an issue for your agents? Learn to recognize, understand and manage dissatisfied customers. Effectively intervene to lower a customer’s stress level and maximize his/her satisfaction using our five-step 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.

  • Personalized approach Personalized approach
  • Interactive training Interactive training
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  • Durée du module E-mail and live chat: Efficient written communications 5 hours
  • Prix du module E-mail and live chat: Efficient written communications $2 500

Identify the reasons why customers prefer these new contact methods. Adapt to this type of communication channel and master the words and expressions that personalize and structure conversations. Through an experiential activity at the start of the session, participants will explore five rules for efficient e-mailing and live chatting and learn how these methods differ from those for telephone calls.

 

  • Personalized approach Personalized approach
  • Interactive training Interactive training
Register to our training