Higher Education

While Higher Education institutions do not have the traditional high volume contact center requirements that many other industries have, the increasing pressure to reduce costs requires these institutions to look at innovative ways to increase effectiveness under decreased budgets. These institutions face a broad spectrum of servicing needs for students, faculty, alumni and donors. These servicing needs include registration, financial aid, technical support, fundraising, health services, and athletics.

Adding to these challenges, advances in technology have created a very high touch and tech savvy student population. Their needs must be addressed in order to maintain recruitment and enrollment, and institutions need to find solutions that include web and mobile device technologies. Self-service solutions play a key role in serving these tech savvy students.

Self-service can also help higher education institutions handle the significant volume shifts throughout the school year. Call volumes can spike during course registration, sporting events, or fund raising campaigns. Adding staff for each of these spikes is not always feasible, and institutions are looking for solutions to maintain service levels with minimal staff during these periods.

To overcome these challenges, higher education institutions have an increased need for technology solutions to increase the efficiency and effectiveness of existing staff and faculty. With our understanding of the Higher Education industry, deep expertise in customer interaction, workforce scheduling, and self service solutions, we can develop the necessary strategies and architectures that will enable your organization to overcome today’s economic challenges.