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1. 1© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Creating the Effortless IT Support
Experience
Leesa Williams
Director, Help Desk Services - Customer Success
Ellucian
April 13, 2015
Session ID: 12134

2. 2© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
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• Please avoid side conversation during the session
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3. 3© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
1 The Effortless Experience
2 Key Ingredients
3 Concept to Culture and Executing your Strategy
4 Measuring Success
5 Improvement Strategy
6 Emerging Technologies
Agenda Overview

4. 4© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Customer Experience Best Definition
“A customer experience is an interaction between an
organization and a customer as perceived through a
customer’s conscious and subconscious mind. It is a
blend of an organization’s rational performance, the
senses stimulated and the emotions evoked and
intuitively measured against customer expectations
across all moments of contact.”
https://beyondphilosophy.com/wp-content/uploads/2014/11/logo300.png

5. 5© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Key Ingredients
 Relationship
 Engagement
 Interaction
 Expectations

6. 6© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Concept to Culture
Higher Education IT Help Desk
 Can build trust and reliance
 Can be an Ambassador of the institution
 Will assist constituents at critical
junctures
 Will own and facilitate the resolution

7. 7© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Executing your Effortless Experience
 Available
 Knowledgeable
 Proactive
 Continuous Improvement

8. 8© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Measuring Success
 Hours, Wait time, Abandon Rate, Occupancy
 Customer Satisfaction Survey, Internal Quality
Assurance, Training Assessment, Agent Tenure
 Contact Volume, Trends, Incident Management,
Forecast Accuracy

9. 9© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Improvement Strategy
Workforce Management
Intelligent Contact Routing
Case Management System
Customer Feedback Process
Quality Monitoring System
Continuing Education
Business Intelligence
Analytics

10. 10© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Emerging Technologies
Speech IVR
Queue Dynamics
Email
Text Messages
Social Media
Video Chat
CRM Tools

11. 11© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Summary
 Constituents perception
 Managing expectations
 Relationship
 Engagement
 Interaction
 Adaptability

12. 12© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Questions & Answers
Be sure to leave about 10–15 minutes
for questions from your audience

13. 13© 2015 ELLUCIAN. CONFIDENTIAL & PROPRIETARY | 12134
Thank you!
Leesa Williams
Leesa.Williams@Ellucian.com
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Session ID 12134