Creating a Better Higher Ed Experience: How Contact Center Best Practices Support Students and Staff

Higher education institutions today face extraordinary pressure both inside and out. From the outside, institutions are pivoting in response to falling enrollments and shrinking budgets. From the inside, student-facing teams must tackle constantly ringing phones and overflowing inboxes during crucial high-traffic periods like add/drop deadlines and financial aid disbursement periods.

Today, more institutions recognize the increasing importance of delivering high-touch, human support to align with the institution’s mission and ensure students start on the right foot. Providing a supportive environment where students feel heard and assisted is essential for their academic success and overall well-being and satisfaction with the institution.

This Playbook details five important ways every institution can deliver exceptional service throughout the student journey without overextending staff.

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