Telemarketing-Training For Multi-tasking (1,018 words)

By Liz Kislik

Having telephone reps answer e-mails when call volume is down has been catching on as e-mail volume increases. This and other forms of so-called "multitasking" have been touted as the next big thing in call center management—a way to manage work loads, leverage the skills of experienced employees and make rep jobs more interesting. But be warned: although multitasking is great for computers, humans don't switch gears as easily. Even with training the results are often mixed.