Page 13 - 2021 OIT Progress Report

WE’RE HERE TO HELP:
CUSTOMER SUPPORT MAKING THE DIFFERENCE
Answering the technology needs of our campus community with exceptional service and support is our passion. Our teams participate in ongoing training so that support teams are equipped to answer whatever question may be presented.
At the same time, we are constantly evaluating and enhancing our support channels to ensure that the customer experience of engaging our teams is easy and effective. With the introduction of two technologies into our processes last year, we are providing more rapid
responses and improved coordination across our support teams.
“Our new call center and
live chat solutions provide
us great insight into our call
volumes and an enhanced
level of service for our
customers,” shared Shanta Ball, Manager of
the IT Help Desk. If there are multiple callers awaiting an available consultant, she can login quickly and assist. The phone queue reports also help inform our staffing levels throughout the week to ensure we have the right number of staff to handle call volume seven days a week. Driven by a desire to make getting help even simpler, especially for our international students, the IT Help Desk recently implemented chat support through our call center platform. Chat questions are queued to the available agents alongside the incoming phone calls. The technicians can attend to those chat sessions in conjunction with phone sessions. Our chat service is currently offered only during weekday standard business hours,
with the expectation that this helpful service will expand to nights and weekends with increased adoption.
When the IT Help Desk agents transitioned to remote work for several months during the
pandemic, we needed
a replacement for our traditional classroom emergency dispatch which was done via radio. With staff in multiple locations including off campus, we turned to Microsoft Teams as our communication and
alert mechanism. When a classroom emergency call is received, a message is posted on the Teams chat channel which includes personnel from multiple departments including several of the OIT support teams, the Lyle Distance Education team, and Collins Executive Center support. The notification is immediately visible (and audible) for technicians across campus. With so many individuals watching the channel, we ensure
a rapid handoff to the technician. While that technician is on their way to the classroom, our AV team can troubleshoot remotely and either resolve the issue before the technician arrives or communicate what the issue might be. This helps expedite the resolution in the classroom and allow faculty to resume instruction quickly.
Our new call center and live chat solutions provide us great insight into our call volumes and an enhanced level of service for our customers.
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