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.
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.Higher education switchboard calls have fallen 28% on average from January 2007 – January 2017.
Texas A&M University is the oldest higher education institution in the state of Texas. It ranks as the fourth largest university in the United States with enrollment of nearly 70,000 students occupying a 5,200 acre campus.
