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Location: Canada (EN)
Patrick McDowell
Hi, I'm Patrick McDowell, I'm the MiContact Center Customer Advocate. My take on multitasking is not to do it. Most of our customers like to have their agents handle one interaction at a time. But if you do want to use multitasking then you need to keep certain things in mind. Remember that not all agents are created equal. Some people can multitask better than others. One of the nice things about MiContact Center, is it lets you set the workload for multitasking at the individual agent level, so that you can customize to their abilities.
You should also look at providing template responses, or canned answers to common questions, so that your agents can quickly and easily answer those questions, fast, so that they're handling multiple interactions, they don't have to do a lot of looking up of extra information. It’s right there at their fingertips. Consider using voice agent greetings, so that your customers and agents can quickly identify which queue has been called so that you don't need to scramble to find your notes for this queue or for that queue.