Today we cannot deny that multitasking has become an inevitable fact of any customer care agent’s workflow. It is really shocking as we all know that multitasking causes drops in productivity and increases the number of errors made by customer service reps. No matter what kind of customer service options your company provides, your team faces the multitasking challenge on a daily basis and nothing can be done to prevent this. All of us have been in the situation when while composing an email we have to answer a phone call or accept a live chat request. Our attention is drawn to another task and our initial task and the chain of thoughts are interrupted.
To develop the right strategy of customer service workflow and avoid productivity drops and errors due to multitasking we need to learn first of all how to multitask correctly and what kind of tasks can be performed concurrently. This infographic shows not only shocking facts about multitasking but also provides useful recommendations which will help your customer support team to get ready to multitasking.
Did you find this infographic useful? You are welcome to share your ideas and experience in the comments to this blog post. If you would like to share this inforgraphic with your readers, please use the below code:
<a href="https://www.providesupport.com/blog/truth-multitasking-customer-service-infographic/"> <img src="https://www.providesupport.com/blog/wp-content/uploads/2015/06/Multitasking-in-Customer-Service.png" alt="The Truth About Multitasking in Customer Service [Inforgraphic from Provide Support]" width="940" height="3120" border="0" /></a> <p>From: <a href="https://www.providesupport.com/">www.providesupport.com</a></p>
Enjoy!
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Provide Support is a leading customer service software provider, offering live chat and real-time visitor monitoring tool for businesses.
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Multitasking is very crucial in customerservice only you have to priotize whats urgent and the least urgent.
You are right, Alphonce. It is very important to set priorities
Often times “multi-tasking” comes about because of the lack of planning. Customers in general wait until the last moment to pass a project off and then expect someone else to make up for their lack of staying on top of tasks. We have become to use to the idea that we can always push the process onto someone else to finish on a shorter timeframe. There are some who say that multi-tasking is a misnomer in that the brain can only concentrate on one specific thing at a time. You can work at more than one thing at a time but focus on only one thing. Much of the challenge comes from being too reactive instead of proactive. We therefore end up putting out fires instead of planting trees.
Agree with you, Lynn. Planning, setting priorities and grouping tasks is crucial when you work on more than one thing.
I can’t believe how you resume in this infographic all this IMPORTANT information. Congratulations
Thank you, Karina. I am glad you liked it.
As someone who work as customer service recently, personally for me, some of your advices cannot be implemented because of Handling Time. You cannot group or prioritising or planning because how little control you have about your job, schedule, and work environment. But that’s just me.