Enrollment continues to increase at this five-campus community college, and so has the need for student support services. With each new academic year comes predictable spikes in student information requests concerning enrollment, financial aid, and general information about student life. Student inquires of up to four times the typical need can easily stress student support staff to the limits.
Whether on the phone, in person or online, communications quality and overall experience has a significant influence on student satisfaction, as well as college revenue. Administrators decided they needed a better approach to delivering a positive student experience.