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Industry Research : 40% of High School Students Will Lose Interest in a College After a Poor Website Experience

#contactcenterworld, @mrb_pr

U.S.-based high school students say the website is their most influential resource when conducting college research, and 40% will lose interest in a college or university if the website is frustrating or disappointing. This, according to "Personal Connection: How to Maximize Enrollment, Retention and Re-Engagement", a research paper developed by Modern Campus, a "student first" modern learner engagement platform.

The research comes from Ruffalo Noel Levitz’s E-Expectations(R) Trend Report, an annual survey of high school students exploring their behaviors and experiences as they research prospective colleges. The 2021 edition highlights the rising importance of personalization in engaging prospective students—and the need for colleges and universities to stand out in the increasingly competitive postsecondary marketplace.

"Modern learners think and act like consumers, so it’s critical for colleges and universities to build websites, social media presences and outreach strategies that address their needs and interests," said Peter DeVries, president and chief operating officer of Modern Campus. "Those that do will thrive. We know this because we see it in our customers every day—on average they grow annual revenue by 19% and enrollments by 14%."

Like any customer in any industry, prospective students conducting their college research are primarily trying to understand how the institutions they are considering match their needs and expectations.

Additional key findings:

  • 80% of prospective students apply to five or fewer colleges or universities
  • 62% of prospective students are more likely to enroll after watching a virtual tour
  • 82% of high school seniors expect their institution to offer pathways to jobs
  • 90% of high school seniors expect their institution to offer a personalized curriculum based on their post-graduation goals
  • 43% of high school students like using websites that allow them to filter and personalize content to meet their interests

"Personalization is foundational to customer engagement in every other industry, and higher education is starting to adapt," said Amrit Ahluwalia, director of strategic insights at Modern Campus. "Since students primarily use the college website to determine whether an institution is a good fit, colleges and universities should be looking for ways to ensure their website is highlighting the right information to the right students at the right time to simplify their enrollment decisions."

To view the complete findings, and learn more about how colleges and universities can leverage personalization to meet prospective students’ expectations at every phase of their college search journey, visit: https://moderncampus.com/research-paper/personal-connection-e-expectations-2021.html

Report Methodology/Respondent Profile

Ruffalo Noel Levitz surveyed over 2,000 high school students ranging from 14 to 17 years old, who will be graduating from high school between 2021-2023. They were contacted via email between January 15 and February 28, 2021. No personally identifiable data was collected, and only the principal researcher has access to the raw data.

Of the 2,087 survey respondents, all in the United States, 47% were seniors, 33% were juniors and 20% were sophomores. Their geographic distribution showed that 25% lived in the West, 24% in the Southeast, 19% in the Midwest, 16% in the Northeast and 15% in the Southwest.

#contactcenterworld, @mrb_pr


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Today's Tip of the Day - Motivation & Charity Work

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Published: Monday, August 23, 2021

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2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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