Customer Service - 72 Resources

Publications (20)

EDUCAUSE publications address a diverse range of professional challenges in higher education IT, from updates on current developments to explorations of important overarching issues. Listed below are the full range of research, reports and other publications that EDUCAUSE and its members have written about Customer Service.

Keywords

Item ID	Title	Resource Category	Pub Date	Views	Ranking
CSD5684	HELPING the Help Desk Ann McClure Articles, Papers, and Reports	Community Contributions	07/20/2009	78
ECS0505	Iowa State University’s Business and Finance Division Project Evaluation and Implementation Methodology Julie A. Ouska and Judith A. Pirani Articles, Papers, and Reports	ECAR	06/15/2005	3,062
ERB0313	Relationship Management in Higher Education Information Technology Robin M. Conant Articles, Papers, and Reports	ECAR	06/24/2003	7,726
ERB0423	Customer-Centered IT Support: Foundations, Principles, and Systems Garland C. Elmore, Jan R. Holloway, and Sue B. Workman Articles, Papers, and Reports	ECAR	11/09/2004	6,248
ERB0514	An Architecture for Evolving IT Customer Service Garland C. Elmore, Jan R. Holloway, Sue B. Workman Articles, Papers, and Reports	ECAR	07/05/2005	5,600
ERB0605	Increasing IT Value for Customers: A Challenge for Higher Education Daniel Beeby, Sunny Donenfeld, Klara Jelinkova, Jim Knox, Eileen Palenchar and Joseph Rini Articles, Papers, and Reports	ECAR	02/28/2006	5,162
ERB0611	Vision, Data, and Analysis: An Administrative Structure for Decision Making Garland C. Elmore, Jan R. Holloway, Sue B. Workman Articles, Papers, and Reports	ECAR	05/23/2006	3,849
ESI07C	IT Help Desk Management ECAR Surveys	ECAR	01/16/2007	3,217
CSD3524	Shifting Paradigm in Higher Ed IT Orgs: Partners in the Academic Enterprise Sarah Roberts Articles, Papers, and Reports	Community Recommendation	01/01/2004	3,923
CSD4704	Higher Education TechQual Tools	Community Recommendation	01/01/2006	1,478
ERB0917	Beyond the Help Desk: Creating a Culture of Service in the IT Organization Anne Scrivener Agee and Robert Renaud Articles, Papers, and Reports	ECAR	08/25/2009	1,533
ERB0918	Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365 Constance (Momi) L. Ford, Jan R. Holloway, and Sue B. Workman Articles, Papers, and Reports	ECAR	09/08/2009	1,091
EQM0230	The Freedom of "Yes" - A personal View of Service Mark Cain Articles, Papers, and Reports	EDUCAUSE Quarterly	01/01/2002	4,499
EQM0327	The ERP Dilemma: "Plain Vanilla" Versus Customer Satisfaction Jeffrey W. Noyes Articles, Papers, and Reports	EDUCAUSE Quarterly	01/01/2003	5,800
EQM0539	The Enterprise Compass Ken McCardle Articles, Papers, and Reports	EDUCAUSE Quarterly	01/01/2005	3,521
ERM0139	IT Service and Users' Expectations: A Balancing Act John Bucher Articles, Papers, and Reports	EDUCAUSE Review	01/01/2001	4,299
ERM0168	Improving Service Quality with Benchmarks Ray Grant Articles, Papers, and Reports	EDUCAUSE Review	01/01/2001	4,843
ERM05614	On Taking Our Own Medicine Jack McCredie Articles, Papers, and Reports	EDUCAUSE Review	01/01/2005	2,232
ERM0731	Compartments, Customers, or Convergence? Gregory A. Jackson Articles, Papers, and Reports	EDUCAUSE Review	01/01/2007	8,670
PUB3016	The Crisis in Information Technology Support: Has Our Current Model Reached Its Limit? Polley A. McClure, John W. Smith, and Toby D. Sitko Articles, Papers, and Reports	EDUCAUSE Publications	01/01/1997	8,491

Presentations (47)

Stepping away from the distractions of normal routine to meet with peers, share experiences, and learn together can be invaluable. EDUCAUSE places great emphasis on the face-to-face meeting experience, offering you numerous opportunities throughout the year to gather with colleagues - from small regional events and special topic meetings to large, national conferences covering the full spectrum of roles and issues important to higher education. For more information on EDUCAUSE conferences and seminars, please see our Frequently Asked Questions page. Listed below is the full range of presentations EDUCAUSE and its members tagged with Customer Service

Keywords

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Item ID	Title	Resource Category	Pub Date	Views	Ranking
CSD5184	ResNet 2007 Program Proceedings Presentations/Speeches	Community Recommendation	10/10/2007	1,495
CMR0128	Are We Ready for 24 X 7 System Availability? Dennis Cromwell and Michael R. Egolf Presentations/Speeches	CUMREC (Archives)	01/01/2001	5,378
CMR0416	Reengineering Web Application Design: Customers in Charge Ruth Butlin Presentations/Speeches	CUMREC (Archives)	01/01/2004	3,461
EDU0194	Meeting IT Organization and Service Delivery Challenges - Current Issues Roundtable Leslie Kaufman Articles, Papers, and Reports	EDUCAUSE Annual	01/01/2001	6,169
EDU03102	Instant Messaging Interactive Agents: Responding to Student Queries "Naturally" Jim Gaston and Allan B. MacDougall Presentations/Speeches	EDUCAUSE Annual	01/01/2003	4,465
EDU03131	A Customer-Oriented Approach to IT Decision Making Todd D. Kelley Presentations/Speeches	EDUCAUSE Annual	01/01/2003	4,703
EDU0462	Culture Change: What IT Takes to Create a Quality Customer Service Environment Anne Agee, Ann Genovese and Kathleen H. Gillette Presentations/Speeches	EDUCAUSE Annual	10/20/2004	3,943
EDU05129	From the Pit to the Pinnacle: Transformation of Help Desk Services at Rutgers University Mary Ann Chianelli, John Fulton, and Frank J. Reda Presentations/Speeches	EDUCAUSE Annual	10/19/2005	2,832
EDU05132	Listening to the Client: Connecting IT and the Academy Greg Anderson, William Clebsch, and Brian McDonald Presentations/Speeches	EDUCAUSE Annual	10/19/2005	2,461
EDU06265	Using Sound Bites to Support IT Leslie P. Hitch Presentations/Speeches	EDUCAUSE Annual	10/11/2006	1,646
EDU07249	Relationship Management: Stronger Partnerships to Inform IT Planning Steven Winig, Nan McKenna, and Michael Ferdinando Presentations/Speeches	EDUCAUSE Annual	10/23/2007	941
EDU07084	No Train, No Gain: Retooling Customer Service Staff into IT Support Professionals Ellen C. Ramsey Presentations/Speeches	EDUCAUSE Annual	10/23/2007	684
E08_47474	Professional and Organizational Development: Making IT Organizations More Effective Christine E. Haile and Justin Sipher Presentations/Speeches	EDUCAUSE Annual	10/28/2008	931
E08_177885	A Balancing Act: How Clemson University Is Redefining Its Distributed Support Model to Address Customer Needs Presentations and Seminars	EDUCAUSE Annual	10/30/2008	29
E09_175998	Seminar 09P - How to Really Listen to Your Customers Diane Butler, Carlyn Foshee Chatfield Presentations and Seminars	EDUCAUSE Annual	11/03/2009	454
ENT06022	IT Providers and Customers: Where You Stand Depends on Where You Sit David J. Ernst Presentations/Speeches	Enterprise Technology	05/25/2006	2,047
ENT06024	An Architecture for Evolving IT Customer Service Garland C. Elmore and Sue B. Workman Presentations/Speeches	Enterprise Technology	05/25/2006	1,935
MAC07059	Supporting Academic Needs: A Strategic Customer Care/Sustainable Support Model Paul Halpine Presentations/Speeches	Mid-Atlantic Regional	01/17/2007	1,971
MAC08065	Marketing on a Shoestring: A Case Study Elizabeth A. Evans Presentations/Speeches	Mid-Atlantic Regional	01/15/2008	219
MARC09_48017	Walking the Line Between Customer Service and Customer Codependency Susan West Klein Presentations/Speeches	Mid-Atlantic Regional	01/08/2009	445
MARC09_48038	IT Service Portfolio: Building a Bridge from Both Ends Matthew Blazevich and Clay Fulton Presentations/Speeches	Mid-Atlantic Regional	01/08/2009	447
MWR0422	Standards, Services, and Excitement Mark Mazelin and David L. Rotman Presentations/Speeches	Midwest Regional	01/01/2004	4,206
MWR07063	Effective Tools to Manage a Diverse IT Department Roberta Ambur, Jeff Chatham Presentations/Speeches	Midwest Regional	03/12/2007	2,578
MWRC09_48500	The Power of Two: Providing Exceptional Information Technology Services Through Shared Responsibility Brandon Bernier and Brian Paige Presentations/Speeches	Midwest Regional	03/24/2009	349
NCP0655	Doing More with Less: Finding Solutions That Don't Cost a Bundle Debbora Bartel Quayle, Karen Schaffer and Krista Siniscarco Presentations/Speeches	NERCOMP	03/21/2006	2,224

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Podcasts (2)

Blogs (3)

EDUCAUSE hosts a number of blogs for its members. To view a list of all our blogs, click here.