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Article : How Education Contact Centers Are Revolutionizing Student Communications

#contactcenterworld, @brightpatternus

Education contact centers face a lot of challenges when it comes to communicating with students and prospective students. Their target market is constantly changing as younger students come in, demanding more innovative methods and emerging communication channels.

As a millennial, I remember wanting easier ways to communicate with my alma mater, the University of Colorado at Boulder. My life would have been so much easier if I could have Facebook messaged my university to ask about sporting events or have gotten a text notification of an upcoming bill from the financial service department.

Although the education industry has the tough task of reaching a demanding, easily irritated younger generation, for many years their contact centers and communication methods were stuck in the stone age. Much like utilities and government, the education sector didn’t feel the need to meet customers on channels other than voice. Today, these industries are finally starting to realize that no industry is immune to the digital transformation that is revolutionizing contact centers of all shapes and sizes.

Changing Landscape of Inbound Communications for the Education Industry

There are many reasons a student or prospective student would need to communicate with an educational institution. Creating an omnichannel experience for customers increases student satisfaction ratings and improves contact center efficiency metrics like average handle time (AHT), enrollment rate, and so on. Here are some examples of how the education industry is meeting customers on their channel of choice and elevating the customer experience.

  • Providing self-service options online and in-app for enrollment, scheduling, and billing so that students can resolve issues and answer questions in their own time. This not only lowers cost for your contact center, it empowers students to take matters into their own hands 24/7. Remember that younger generations appreciate the opportunity to use self-service instead of interacting with a live agent.

  • Support emerging channels like text messaging, video, in-app and social messengers. With a younger target market, you need to meet your students on the channels they are most familiar using, whether they’re current college students or generation X and Z. Most contact centers are still trying to figure out the best ways to communicate with millennials. With a younger market, education institutions should be doing even more than other industries to support omnichannel communications.

  • Provide easy escalation from self-service to live agents for student inquiries that are more difficult to resolve. Although most gen X and Z students are going to try and solve their issues online or in other self-service channels, not all questions are best handled that way. Empower agents to proactively step in when students are having a hard time resolving their issue, and provide students with easy escalation tools (i.e., a button to call or video a live agent directly from the website or inside the web chat console).

 

Changing Landscape of Outbound Communications for the Education Industry

The landscape is not only changing when students are calling into education contact centers but also in outbound campaigns for reaching out to students. Universities have become very competitive, causing the industry to innovate and create new methods of attracting students. Although voice is still the primary channel education centers use for recruitment, channels like SMS, email and social are increasingly being used to target prospective students.

Educational institutions aren’t only reaching out to prospective customers, though. They also need to run outbound campaigns to current students for career track advisement, scheduling, promotional activities, billing, and general awareness programs, such as sporting events, health plans, and credit campaigns. As an alumni, I have also realized there are many campaigns to prior students to strengthen alumni relations to provide updates, share future goals, and fundraise. Below are a few quick examples of how outbound campaigns have changed.

  • Prospect on all channels, especially channels that prospective students are using. Achieve higher enrollment rates by targeting on channels like social and text message.

  • Escalate prospecting calls to video. When talking with prospective students and their families, it may be easier to complete enrollment and gain trust over video. Many sales teams agree that the use of video can help close more deals on a faster timeline. A video conference call can also help include all relevant parties.

  • Provide reminders on emerging channels like in-app and text message. A younger generation may take several weeks to act on an email or voicemail. If you reach them on channels they prefer and feel more comfortable on, with easy ways to pay, they will be more likely to get you your money on time.

 

Things to Look for When Choosing a Contact Center Vendor for Education Contact Center

  1. Omnichannel platform with voice, video, email, chat, SMS, in-app, and social messengers

  2. Proactive communication options on emerging channels

  3. All-in-one solution with easy-to-use unified agent desktop

  4. Intelligent routing based on inquiry type and agent skill

  5. Self-service channels and chatbots online, in-app, and through social messengers

  6. Flexibility and scalability to support seasonality

If you are looking to start the digital transformation on your contact center schedule a demo today!

If you are an educational institution wanting to learn more about your omnichannel communication options, view our page on contact center software for educational organization.

Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Friday, November 30, 2018

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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