One of the key contact center technologies is artificial intelligence. AI can tap into analytics data from university call centers to derive insights on how to make contact centers more efficient and effective. This includes speech analytics to identify pain points and queries that could be more quickly managed by other technologies, such as automation or chat bots. Eventually, this data can be centralized into a unified platform that integrates and analyzes information from multiple sources in a single location to manage a university's changing needs.
AI can also help to create an effective queue management system by automating mundane processes and directing or rerouting callers to where their query can be answered the quickest. Additionally, simple solutions, such as call back functions, can mitigate the need for callers to wait on hold for a long time, automatically calling them back instead.
Where appropriate—such as for queries that aren't time-critical—students can be directed to get in touch via SMS, email or web chat and receive fast automated replies. For example, a chatbot can provide a correct contact number for health services or direct students to the correct online information, forms or resources, or even schedule appointments. Once on file, they can be contacted automatically with updates via these channels.
Along with these technologies, universities should look to train staff to use all the tools at their fingertips efficiently—especially since they may be fairly new to them. This can also help them become more aware of how data can inform their everyday work. Technology, data and highly skilled operatives can make for a powerful customer service experience.
Excellent customer service and effective information sharing provides a competitive advantage in terms of winning over prospective students and improving current students' education outcomes. It enables students to spend less time stressing about administrative matters—financial tasks, logistics, etc.—and more time studying. Similarly, passing on educational resources quickly and efficiently will enhance their studying experience, so they can thrive in the university environment.
Discover how the Verizon Virtual Contact Center can help your university create tailored student experiences.