Customer Service

EDUCAUSE Library Items for Customer Service

Seminar 02F - Service Layers, Not Centralized or Decentralized: How to Make It Work PLEASE NOTE: Separate registration and fee is required to attend this seminar.

October 18, 2011 | A session at the EDUCAUSE 2011 Annual Conference

Universities that employ both centralized and decentralized staff often report unacceptable and frustrating levels of conflict between these groups. This session will present a conceptual framework…

Making Organizational Change a Reality: Lessons from a Customer Service Initiative

October 14, 2010 | A session at the EDUCAUSE 2010 Annual Conference

Developing effective service-oriented organizations, staffed by "change hardy" individuals, is a key challenge for IT leaders. We will explain a practical model that can be used to increa…

A Balancing Act: How Clemson University Is Redefining Its Distributed Support Model to Address Customer Needs

October 30, 2008 | A session at the EDUCAUSE 2008 Annual Conference

This presentation will outline the approach and plan Clemson Computing and Information Technology established for deploying an enhanced distributed support model to address the diversity of univer…

Ignorance Isn't Bliss: How to Find Out What Your Clients Really Need

November 6, 2009 | A session at the EDUCAUSE 2009 Annual Conference

Providing IT tools and resources that meet client expectations requires persistent and creative efforts to understand their needs. Presenters in this lightning round will describe surveys, face-to-…

Seminar 14P - Optimizing IT Services for the Enterprise

November 3, 2009 | A session at the EDUCAUSE 2009 Annual Conference

With budgets shrinking and expectations expanding, organizational efficiency is of paramount concern to IT leaders. In this seminar, learn how Ohio State increased its portfolio of central IT servi…

Seminar 09P - How to Really Listen to Your Customers

November 3, 2009 | A session at the EDUCAUSE 2009 Annual Conference

Hearing isn't listening. Instead of "Can you hear me now?" we should be asking "Are you listening now?" Why? Because problem solving begins with problem identification, whi…

IT Metrics

November 4, 2009 | A session at the EDUCAUSE 2009 Annual Conference

This group focuses on developing, collecting, and reporting IT metrics, leveraging peer efforts, and identifying benchmarks to improve the overall performance of IT departments. Frequently used met…

Seminar 09A - Professional and Organizational Development: Making IT Organizations More Effective PLEASE NOTE: Separate registration and fee is required to attend this seminar.

October 28, 2008 | A session at the EDUCAUSE 2008 Annual Conference

Strengthening individual and organizational development effectiveness is a key responsibility of today's higher ed IT leaders. Our organizations are larger and more complex than ever before, a…

No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals

October 24, 2007 | A session at the EDUCAUSE 2007 Annual Conference

Even the most seasoned IT professional needs constant training. How do you instill the love of lifelong learning in nontechnical support staff, at the same time moving them along the continuum towa…

Relationship Management: Stronger Partnerships to Inform IT Planning

October 24, 2007 | A session at the EDUCAUSE 2007 Annual Conference

Relationship management is a holistic approach to understanding customer IT needs that augments existing relationships between customers and IT service teams. The goals are to position central IT t…