College of the Canyons in California's Santa Clarita Valley is investing in its contact centre infrastructure to increase staff accuracy and productivity.
College of the Canyons in California's Santa Clarita Valley is investing in its contact centre infrastructure to increase staff accuracy and productivity.
The institution turned to call centre technology to improve workforce management during peak periods, while maintaining customer service levels and avoiding the need to hire additional staff.
Jim Schrage, vice-president of facilities planning, operations and construction for College of the Canyons, said the contact centre is one of the first impressions experienced by students and prospects of the campus, meaning it must be "a positive and efficient operation".
"The college has experienced a record number of enrollments by individuals seeking additional education and training to re-enter the job market during the recession, which has in turn caused an increase in call volume," he added.
Mr Schrage added that the technology was enabling College of the Canyons to monitor the peaks and troughs of its daily and seasonal call volume and provide the highest level of support.
Earlier this month, it was reported that Haven Holidays had improved service levels by investing in online self-service technology, freeing up staff to take inbound calls.
Industry News from CCT - Leading Avaya Platinum Partner & Contact Centre Specialist
