Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

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.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

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 - Make It Easier To Complain

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

Published: Friday, November 30, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Employee Engagement Solutions

Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

About us - in 60 seconds!

Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =