Join Zachary Shanes, IT Services Coordinator at Cleveland State University-Ohio, and Joe Heltzel, Interim VP of Client Success at BlackBeltHelp, as they discuss the evolution of student support and its future. Starting with eLearning support services in 2014, Cleveland State University has expanded and strengthened its partnership with BlackBeltHelp by integrating IT helpdesk services in 2021 and looks to introduce new technologies and tools to reduce support delivery cost while increasing efficiency and accuracy. This webinar will highlight Cleveland State University’s journey in improving student experience through live chat, email, and phone support, and explores the emerging technologies that will chart the future of the industry.
Key Highlights:
- How to crawl, walk, run - a phased approach to scaling support services
- How to provide IT and LMS support at a reduced cost
- How to reach 90% First Contact Resolution across 10K support interactions
- How to implement multimodal, 24/7 support
