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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 EDUCAUSE 2013 Annual Conference
Today’s Objectives • Discuss Level 1 Call Center Challenges • Introduce a Collaborative Solution • Review Current Status • Share Next Steps
Technology Support Level 1 • Level 1 Technology Help Desk • & Library Circulation Desk
Technology Support Level 1 Level 2 Level 3
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
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
Collaborative Call Center For Higher Education
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 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
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
Collaborative Call Center Next Steps • Need 20 institutions to participate • Cost: rough estimate: $1500-$2000/month • More institutions = lower cost
Interested in Learning More? Complete the web form at: www.msj.edu/educausecallcenter • keith_weber@msj.edu • EDUCAUSE 2013 Annual Conference