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EDUCAUSE Library Items for Customer Service

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From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University: October 19, 2005 | A session at the EDUCAUSE 2005 Annual Conference
Rutgers University has developed a help desk request tracking application that strives to ensure excellence in customer service. This presentation will address the success story of how this in-hous…
Ask TOM: Managing Campus Information Delivery via Online Self Help: June 7, 2005 | A session at the EDUCAUSE Southeast Regional Conference 2005
The University of Memphis has deployed Ask TOM, a Web-based system that provides fast, accurate, and consistent answers to students' questions across phone, e-mail, Web, and chat channels. The…
Culture Change: What IT Takes to Create a Quality Customer Service Environment: October 20, 2004 | A session at the EDUCAUSE 2004 Annual Conference
George Mason University has changed its IT culture to make providing quality customer service one of its highest priorities. This seminar will describe the IT Customer Service Standards Team, the p…
Reengineering Web Application Design: Customers in Charge: January 1, 2004

Delivering online self-service applications for a community as large and diverse as a university presents a unique set of challenges. Queen's University Information Systems developed a design …
Standards, Services, and Excitement: January 1, 2004

This session explores how Cedarville University developed comprehensive customer service applications and middleware by building small pieces, providing intermediate deliverables, and creating smal…
A Customer-Oriented Approach to IT Decision Making: January 1, 2003

The University of the South has developed a customer life-cycle approach to strategic decision making for technology. This method is straightforward, inexpensive, and effective. The presentation wi…
Instant Messaging Interactive Agents: Responding to Student Queries "Naturally": January 1, 2003

A "conversational interface" is the natural way in which humans acquire information. At this session we will demonstrate an interactive agent that uses instant messaging networks to respo…
Meeting IT Organization and Service Delivery Challenges - Current Issues Roundtable: January 1, 2001

The 2001 EDUCAUSE Current Issues Survey of IT leaders across the nation found that the challenge of organizing to deliver IT services was among the top-ten list of issues. We exist in a 24/7 world …
Seamanship of the CIO: Fish vs Cut Bait ... or Bail vs Abandon Ship: January 1, 2001

IT leadership in higher education can be confusing. This session will share information about management techniques and political diplomacy. We will cover developing consensus in IT strategic plann…
Are We Ready for 24 X 7 System Availability?: January 1, 2001

Our constituents expect a high level of availability as they compare our systems to Amazon.com, Yahoo, E-trade, or other commercial sites, but it goes beyond expectations. Applications that support…

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