So now you know the basics of multitasking as a live chat agent, let’s dive a little deeper. Here are some more advanced skills you can use to improve your ability to switch effortlessly between chats and other tasks.

While every chat is important, some demand more urgent attention than others. So you need to get good at prioritizing so each person receives the appropriate level of service. 

Generally speaking, you should give higher priority to chatters who:

You need to give these visitors a little extra care and attention. Spend a little more time with them and take extra care to ensure that issues are resolved. But, of course, you need to do this without neglecting your other chat partners. That’s a multitasking challenge, for sure, but it’s all part of live agent work. 

Distractions are a problem in any job, but doubly so if you are working from home. So you need to make an extra effort to cut out disturbances that may affect your work. 

Here are some basic principles to abide by:

In any job, you are legally entitled to take breaks, so be sure to make the most of yours. Avoid the temptation to keep working just to ‘help the company out.’

When it’s time for your break, finish your current chats, then set your status to ‘Away.’ Then get away from your desk and clear your head of chat work for a little while. If you can get outside and enjoy some fresh air, so much the better. 

One of the benefits of doing text chat work is that you can listen to music while you work. You may find that this helps you to stay relaxed and on top of your game. 

You probably want to avoid intrusive music like loud rock. But some gentle background music can help you feel comfortable and motivated to handle the challenges of your day. 

This is not for everyone, though. Some people may find that music is more distracting than helpful. So try it out for a day or two. If this works for you, that’s great. Otherwise, you will need to find another way to stay calm and focused. 

In whatever live chat role you take on, you are likely to find that multitasking has a role to play. So it’s worth taking the time to become truly effective at this critical skill.