During back-to-school rush, the Blackboard Student Service advisors handled over 420,000 calls and 38,000 live chats with an 87% customer satisfaction rating. Our average speed to answer a call was less than 90 seconds.
What about your institution? Was your front line support team staffed to handle the spike in calls? Were they able to meet your SLAs? Were students satisfied? Were you training a lot of part time staff to only use them for a few weeks? Did your staff end up spending too much time answering password reset questions instead of helping students with complex issues?
Recently, I moderated a panel about help desk solutions with a handful of leading voices in student support services: Stephani Johns-Hines, Cowley College; KC Hundree, Maricopa Community Colleges; and David Strite, University of Virginia. Each leader successfully implemented a different model of co-sourcing to fit their student support and help desk needs that resulted in them passing their back-to-school challenge.
Watch the full panel session below and visit our Help Desk Solution page to learn more.
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