ARUCC 2012 Conference begins next week

Next week, the ARUCC 2012 Conference begins in Ottawa. The ARUCC (Association of Registrars of the Universities and Colleges of Canada) has chosen “Student Success is Everyone’s Goal” as the theme of this year’s conference, including a session on contact centers called “Implementing a Phone Contact Centre: Why, How and What it Has Done”.

Adding contact center solutions to Universities and Colleges adds organization to a potentially hectic environment. At seasonal peak times, students call in for information en masse. Adding structure to those calls gives the school a chance to see why calls are coming in and when, allowing the school to improve the overall customer service offered by adjusting to the needs of the students based on call volumes reports, real-time statistics, and the software's functionality. At the ARUCC Conference, Patrick Lougheed of Simon Fraser University and Alan Wiseman of the University of the Fraser Valley will be discussing how implementing a contact center solution allowed them to improve their customer service.

Simon Fraser chose to use the Telax Call Center solution and currently use our system to monitor queue and agent status in real time, create reports for greater insight into call volumes and customer service levels, and use the various calling features included the Call Center Agent software. At the conference, Patrick will be looking at the University’s situation eight months ago, before they introduced began using the Telax solution, what made them decide to look for contact center technology, and how it has improved their customer service.

The conference will run from June 26^th to the 28^th with pre-conference workshops on the 25^th. The session on contact center solutions is scheduled for June 28^th from 10:30 a.m. to 11:45 a.m. EST.