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EDUCATION 2.0
50% of Support Requests Occur Outside Standard Business Hours :

Despite the 24/7 culture we live in, nearly 70% of institutions are not able to provide support outside “standard business hours.”

Given that a 24/7 higher education contact center receives more than 50% of total requests at non-standard times, educators and administrators are keenly aware that "standard business hours" apply to banks and dentists—not to students and professors. Presidium Learning can help address the internal barriers to expand service beyond 9-5, Monday through Friday.

Developed by Octavus + Anthoni Source: “Service on the Front Line: The IT Help Desk in Higher Education,” Educause Center for Applied Research (ECAR), December 2007

Its Never Just About Technology

From 1998-2007, higher education technology leaders have seen Web-based learning and administrative services take on a strategic position requiring enterprise-level thinking and implementation. Ten years ago, a decision about email or the student information system was generally "just" a technology decision made behind the scenes in separate administrative silos. Today, a decision about course management platforms or portals and their interoperability with other campus systems is a critical institution-wide issue that involves the whole university community. Making these decisions and implementing them take a huge human hour toll on the enterprise - and that's only half the battle. Providing 24/7 student administrative and academic systems is an essential educational function - ensuring that professionally managed contact center environments are available to provide world-class service and support.
Developed by Octavus + Anthoni
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