2. Understand Contextual Data Analytics
Contextual data analytics enables personalized experiences. Agents receive detailed information specific to each customer. Student requests should be resolved proactively and quickly, Dhingra says. That means not putting callers on hold or making them repeat themselves. The contextual information that data analytics tools offer can help avoid unneeded conversation.
3. Explore the Benefits of AI and Automation
When universities use manual processes for a range of tasks, students, faculty and staff can become frustrated by slow workflows that produce a greater number of errors. Automation can improve productivity and reduce the risk of mistakes. AI tools can now listen in on voice and digital interactions, observe what is being typed and provide suggestions to agents on next steps, Martin says.
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