5 tips to stay in the zone within your contact centre – Holger Reisinger of Jabra
Today, I had a confetti day: this means that I had to spend the night in my kitchen, doing the things I was supposed to do during my workday – meaning earlier today. Confetti days are days where you are constantly interrupted with minor or major issues which were not on your original to-do list, making it impossible for you to complete even the smallest of task. It rips your day into little pieces and ensures that your program at close of business is roughly the same as it was at the start of the day. We all have those days, and it seems to be my turn today.
Confetti days are part of the modern workplace. According to a study carried out at the University of California, office workers in the study were, at one point or another, interrupted roughly every ten minutes by colleagues, their smart phone, or e-mails. While not every distraction may throw you off course, there is a great deal of distraction to take into account, and some of it is bound to pull you away from what you were doing. Once thrown off track, it can take as much as 23 minutes for you to return to the original task, i.e., if you even succeed in getting back to the original task.
According to the study, the average interruption lasts approximately five minutes. Whether or not it takes you 23 minutes or more to get back to what you were doing, it adds up to many hours lost. It is frustrating for the individual interrupted, but also costs the business a considerable amount of money and lost opportunities. I think we can do better than that.
1. Tell people in your physical space
Simply telling people in your physical space that you are busy or need to concentrate will help some. Only rarely will people intentionally interrupt you if you have told them you are under pressure to perform. Actually, your co-workers will go a long way to protect you from interruptions and shield you from outsiders by taking care of questions and issues themselves.
2. Set presence indicator on “busy”
This is a no-brainer, but few of us do it. On your UC client: Lync, Jabber, etc., you can place a “don’t disturb” or “busy” tag to your status indicator. This means that your colleagues who are about to send you a message are warned not to. Since no one wants to be intentionally rude, they will often wait or send you an e-mail if it is urgent.
3. Get some music going
This one’s my personal favorite. I’ve written before about how the right music can really help you focus. On top of that, it masks some of the office noise around you.
This works even better when combined with a noise-cancelling headset like the Jabra Evolve. I promise I’m not saying this just because Jabra pays my bills. I can’t tell you how many times I’ve felt the need to slap on my trusty Jabra Evolve 80 and drown out the noise with some sweet Spotify tracks.
In fact, I wrote most of this very post while soothing tunes from Morcheeba washed gently over my ears. True story.
4. Don’t pick up the phone
I actually got this tip from my IT guy, who handles much of his work on the go. He says that 90% of questions solve themselves if the person asking the question is forced to leave a message. Thirty percent of all interruptions are questions from co-workers – at least some of them should be able to wait an hour or two. While this may not be the case for you or me, not feeling like you have to take every call is a good strategy when you have to get things done without interruptions.
5. Go somewhere else
Not being there to get interrupted is also effective. Finding a conference room or working at home, if possible, will save you from much distraction. This, however, is not always possible, as you sometimes need your workstation or just the feel of your desk to make you productive.
Unfortunately, confetti days are here to stay – they are a fact of the modern workplace. You can avoid much distraction by making use of some simple tips and tricks. However, if all else fails, you need to do what I will be doing in a minute: wait for the house to get quiet and then work from the kitchen counter.
To learn more about new ways of working, read Holger Reisinger’s blog by Clicking Here