Call management requirements in higher education are evolving rapidly. Switchboard/directory services calls have fallen considerably over the last decade, necessitating a new strategy – one that helps control costs while ensuring excellent caller experiences.
Higher education switchboard calls have fallen 28% on average from January 2007 – January 2017.
Many colleges and universities are consolidating switchboard calls within the university Service Desk to reduce unnecessary costs while ensuring the availability of switchboard/directory services resources. Yet, managing both directory services calls and IT-related Service Desk calls can be a tall order for agents.
Check out our latest article to learn how a growing number of colleges and universities (including some of the largest in the U.S.) are evolving their call management processes with new speech self-service solutions to help agents deliver excellent service and control costs to both types of calls.