Multitasking And Dual Monitors In The Contact Center
In our contact center, we have taken great strides to discourage multitasking and encourage our agents to focus on one customer at a time. We no longer ask them to take calls and answer chats or emails simultaneously. That practice stopped after I tried taking a call and a chat at the same time and failed miserably.
There have been so many articles written about the myth of multitasking. If you haven’t read it yet, read Why Multitasking Hurts Customer Service by Jeff Toister to learn more about this myth.
I Am Pro Dual Monitors
Like many companies, we provide our agents with the option to have two monitors. Why would we do that if we didn’t want them to multitask? Great question. Here are a few guidelines for using dual monitors effectively:
1. Multiple windows– not multiple tasks- For many calls, agents might need to have multiple windows open to assist a customer. Perhaps they have the account control panel open on one monitor and call notes or a phone application open on the other. The point of this is that any applications open on the monitors should be related to the customer they are assisting in the moment.
2. Comparing two sets of data- I find dual monitors invaluable when I need to compare information on two windows. For example, when trying to understand why a customer’s dollar amount increased from one invoice to another, you can compare the two side by side. In this case, two monitors will literally keep you from ripping your hair out.
3. You can always unplug a monitor- I have found in recent days that I really love the freedom to turn my second monitor off. If you’re taking phone calls or working with spreadsheets, the two monitors can be invaluable. If you are just responding to email, consider using one monitor.
The Real Intent Of Dual Monitors
I want to reiterate that having two monitors is not encouragement to multitask. Agents should always be focused on the phone conversation at hand and delivering AWESOME customer service to that customer. Notice that while I think this can help with efficiency, I do NOT mention rushing the customer off the phone. The goal is to get it right!
What Not To Do
Now, there are a few things that dual monitors are NOT intended for. Some examples are monitoring social media, YouTube or other sites on one monitor while working on the other. Doing this while working with customers is actually called multitasking!
Now you get what I’m talking about. If you are a contact center leader, be aware of the fact that some of your agents will love dual monitors and others will not. Giving them the option to choose is one small way to empower your agents and allow them to customize their workflow in a way that meets their unique needs. Are you pro dual monitor? Do share!
[custom_author=admin]
I’m still trying to figure out how to get my VCR (remember those) to stop blinking 12:00. If asked how many things I can do at one time, my answer is many. If you throw in a key word and change the sentence to “How many things can I do WELL at one time?” my answer is ONE. It’s a matter of quality and not quantity that is so important today. Great post. xo
Thanks for the shout-out, Jeremy!
Fun fact about dual monitors. Most of the studies proclaiming their productivity benefits were authored by companies that sell monitors.
Even in their studies, they describe the same type of tasks you discuss in your post. Essentially, two monitors work when you need a couple of windows open simultaneously. As you point out, they aren’t meant for multitasking (although that’s what often happens).
Wow, that’s really interesting, Jeff!
In reality, I didn’t share the fact that I often have IM and email open in one monitor and my browser open in the other. Sure I can see more, but I’m also incredibly distracted jumping back and forth. I find that I’m much better off when I just work off one monitor probably 80% of the time.
Do you ever turn off one monitor when you don’t need it?
Actions like that seem strange, but I think they can be useful. It’s conscious mono-tasking.
I think of it like putting away a tool when you’re not using it, and then getting the tool back out when you need it again. For example, I try to keep email closed until I’m going to give it my full attention.
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