POWERING CONNECTIONS AND BRINGING SIMPLICITY AND EASE TO THE CUSTOMER AND AGENT EXPERIENCE, TIP 3:

HANDLING MULTIPLE INTERACTIONS SIMULTANEOUSLY

 

Check out more Customer Experience and Call Center Trends, Tips, News, and Announcements >

 

Videos in this Series

 

Tip 1: Building Your Brand via the Contact Center >

Tip 2: Increasing Customer Self-Service Usage Rates >

Tip 3: Handling Multiple Interactions Simultaneously >

Tip 4: Eliminating Mundane Tasks for Agents >

Tip 5: Optimizing the Efficiency of the Customer Interaction >

Tip 6: Tracking the Customer’s Journey >

Tip 7: Improving Customer Experience >

Tip 8: Providing Personalized Customer Experience >

Tip 9: Improving the Overall Customer Experience >

 

 

Transcription:

 

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.

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