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24/7 Live Help Desk for CMS Support. James Rianhard & Andrea Henne August 6, 2008 For audio call Toll Free 1 - 888-886-3951 and use PIN/code 378993. Housekeeping. Maximize your CCC Confer window. Mute your phone (*6) if you have visitors or noise in your office.

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24 7 live help desk for cms support
24/7 Live Help Desk for CMS Support

James Rianhard & Andrea Henne

August 6, 2008

For audio call Toll Free 1-888-886-3951

and use PIN/code 378993

housekeeping
Housekeeping
  • Maximize your CCC Confer window.
  • Mute your phone (*6) if you have visitors or noise in your office.
  • Please note phone audio may be in presenter-only mode.
  • Ask questions over the phone when the presenter prompts.
  • Ask questions throughout presentation via the chat window.
  • Turn on or off Closed Captioning by clicking on the icon.
  • Save the presentation or chat by clicking on the icon.
discussion topics
Discussion Topics
  • Overview
  • Focus Areas
    • Peer-institution perspective
    • Demo
    • Blackboard Next Generation – Next Webinar
  • Q&A
slide5

The Key Drivers - #1

  • 77%/23%
  • “Arrival Patterns”
  • Fractions of FTE in the AM
  • Multiples of FTE in the Afternoon and evening
slide6

Key Driver #2

  • Multi-domain – i.e. centralized
  • and decentralized
  • Change Management
  • Release Management
  • Knowledge Management
slide7

Presidium Overview

  • Provider of ESM – Education Services Management
  • Pioneer in deploying ESM solutions for academic technologies
  • “Bleeding Edge” customers leading Presidium into enterprise ESM
  • 650 education providers
  • 40% Community Colleges

Client Partnerships

Accounts

education services management
Education Services Management

Today

Online Interactions

On-campus Interactions

The Basics

CMDB – Configuration Management Database

Multi-Modal Approach

Contact Center Operations Management

ESM

Framework

SLA Management

Multi-sourcing Management

slide10
Dr. Andrea Henne

Dean, Online and Distributed LearningSan Diego Community College District

http://www.sdccdonline.net

slide11

Snapshot

  • San Diego Community College District San Diego City College, Mesa College Miramar College and Continuing Education
  • SDCCD Online began Fall 2001 – 18 sections
  • 2007-2008 - Online courses = 12% of the total
  • Spring 2008 = 461 Online Course Sections
  • Summer 2008 = 370 Online Course Sections
  • Fall 2008 = 468 Online Course Sections
  • 275 Faculty
  • 2 Full-time Instructional Design Coordinators
strategic benefits of outsourcing help desk services
Strategic Benefits of Outsourcing Help Desk Services
  • Cost Effective
  • 24/7/365 Support
  • Variety of support options
  • Customizable to changing and expanding operational needs
  • Both faculty and students are served
  • 24/7 Helpdesk supports quality distance education and accreditation requirements for student support
  • Enterprise reporting
on a daily basis
On a Daily Basis
  • Staff time is devoted to course development and training—less time answering phone and emails for routine support
  • Helpdesk tutorials and Knowledge Base articles used in orientation and training
  • Helpdesk escalations ensure proper handling of issues
  • More positive online learning/teaching experience for students and faculty
slide21
Q&A

Presidium Contacts:

Robert Rye

Director, Western Region

rrye@presidiumlearning.com

Office 415-891-8378

Hilary Butler

Sales Manager, Western Region

hbutler@presidiumlearning.com

Office 250-294-6340

blackboard s next generation october 14 th
Blackboard’s Next GenerationOctober 14th
  • Blackboard's Next Generation
  • Multi-phased delivery
  • Easy to use interface
  • Open platform
  • Combining the best of both Blackboard and WebCT
  • Demo
  • http://www.blackboard.com/projectng/
  • Contact
  • Matt Lord
  • 925-513-8506
  • Matt.lord@blackboard.com
evaluation survey link
Evaluation Survey Link

http://tinyurl.com/5zznl5

thanks for attending
Thanks for Attending

For upcoming desktop seminars and links to recently archived seminars, check the @ONE Web site at:

http://www.cccone.org/seminars/index.php