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A Collaborative, Cost Effective, Round-the-Clock Technology Call Center Keith Weber, CIO

A Collaborative, Cost Effective, Round-the-Clock Technology Call Center Keith Weber, CIO EDUCAUSE 2013 Annual Conference. the Mount. Technology at the Mount. Today’s Objectives. Discuss Level 1 Call Center Challenges Introduce a Collaborative Solution Review Current Status

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A Collaborative, Cost Effective, Round-the-Clock Technology Call Center Keith Weber, CIO

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  1. A Collaborative, Cost Effective, Round-the-Clock Technology Call Center Keith Weber, CIO EDUCAUSE 2013 Annual Conference

  2. the Mount

  3. Technology at the Mount

  4. Today’s Objectives • Discuss Level 1 Call Center Challenges • Introduce a Collaborative Solution • Review Current Status • Share Next Steps

  5. Technology Support Level 1 • Level 1 Technology Help Desk • & Library Circulation Desk

  6. Technology Support Level 1 Level 2 Level 3

  7. Level 1 Help Desk Support Hours 12am 4am 8am Noon 4pm 8pm Help Desk Closed 82 hours/week Walk-in, Phone, & Web Support 86 hours/week

  8. Education at Work

  9. Passionate About:

  10. Education at Work

  11. Level 1 Help Desk Support Hours 12am 4am 8am Noon 4pm 8pm Phone & Web Support Help Desk Closed 82 hours/week Walk-in, Phone, & Web Support 86 hours/week

  12. Collaborative Call Center For Higher Education

  13. Collaborative Call Center Conceptual Framework • Institution specific knowledge • Level 2 after-hours support procedures • More technology standards = lower cost • Minimum of 3 call representatives/shift

  14. 14 Most Common Issues • Printing on Campus • Off Campus Access • Access to Shared Drives • MSJ email issues • Classroom Media Issue • Wired Network Access • Telephone Problems • Reset Passwords • Wireless Data Access • Blackboard LMS • Software Questions • Administrative Systems • Hardware Problems • Computer Loan Request

  15. Collaborative Call Center • Reset Passwords • Wireless Data Access • Blackboard LMS • Software Questions • Administrative Systems • Hardware Problems • Computer Loan Request • Printing on Campus • Off Campus Access • Access to Shared Drives • MSJ email issues • Classroom Media Support • Wired Network Access • Telephone Problems

  16. Collaborative Call Center Next Steps • Need 20 institutions to participate • Cost: rough estimate: $1500-$2000/month • More institutions = lower cost

  17. Interested in Learning More? Complete the web form at: www.msj.edu/educausecallcenter • keith_weber@msj.edu • EDUCAUSE 2013 Annual Conference

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