{"id":1146,"date":"2011-11-07T11:12:21","date_gmt":"2011-11-07T11:12:21","guid":{"rendered":"https:\/\/blogs.poly.com\/contact-centred\/?p=1146"},"modified":"2011-11-07T11:12:21","modified_gmt":"2011-11-07T11:12:21","slug":"can-you-multi-task","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/can-you-multi-task\/","title":{"rendered":"Can you multi-task?"},"content":{"rendered":"<p>I read <a title=\"this\" href=\"http:\/\/www.toistersolutions.com\/blog\/2011\/10\/3\/why-multitasking-hurts-customer-service.html\" target=\"_blank\" rel=\"noopener\">this<\/a>\u00a0blog recently about multi-tasking in customer service.\u00a0 I generally agree with it when the tasks are widely differing &#8211; I wouldn&#8217;t want a customer service advisor to be trying to take their lunch and talk me through a problem with my order at the same time. But when the tasks are similar in nature, I do expect a level of multi-tasking.\u00a0 Filling in form fields whilst\u00a0talking to me, annotating my case notes whilst listening to me, talking me through a product whilst using the product (in the case of a product problem).<\/p>\n<p>One of the key contributors to a customer service agent being able multi-task well is audio quality. Example\u00a0<a title=\"here\" href=\"http:\/\/castingwords.com\/support\/transcription-faq.html#quality\" target=\"_blank\" rel=\"noopener\">here<\/a> from an audio transcribing\u00a0company.\u00a0 The better the audio quality, the less the agent will need to concentrate on it, and the more they can apply themselves to other tasks.<\/p>\n<p>This isn&#8217;t just about the headset, although a <a title=\"headset\" href=\"http:\/\/www.plantronics.com\/uk\/product\/encorepro\" target=\"_blank\" rel=\"noopener\">headset<\/a> with great audio quality will obviously help.\u00a0 Its also about\u00a0the background noise within the contact centre &#8211; if this is too high, then multi-tasking becomes more difficult.<a title=\"Technologies\" href=\"http:\/\/www.acoustix.co.uk\/soundhome.html\" target=\"_blank\" rel=\"noopener\">\u00a0Technologies <\/a>such as\u00a0absorbtion, blocking and control of background noise can really help improve productivity.\u00a0<\/p>\n<p>So I think you can multi-task, but only when the environment is set-up to help you do this.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I read this\u00a0blog recently about multi-tasking in customer service.\u00a0 I [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1146"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1146"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1146\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1146"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1146"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1146"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}