HigherEd: Keeping Students Engaged with OneStop Support
Institutions have accepted the new reality of education; transformed teaching/learning approaches, rising student expectations, and the state government budget cuts for colleges and universities. This move has made the institutions consider ways to nurture relationships with students by simplifying their academic and services journey with OneStop support.
OneStop, in this new normal of education, has become the front line for responding to big change and modernizing the student experience. This student services model allows institutions to overcome the challenges of decreasing student engagement and shrinking budgets inherent in remote learning. It focuses on delivering a personalized and integrated student support experience while streamlining business processes, reducing costs, and improving operational efficiency.
Transforming remote education to a high-quality virtual learning experience
Students’ expectations will be high this fall semester as the seismic shift to remote learning deeply dissatisfied their educational experience. Institutions’ support staff are continuously scaling their services to deliver on the high demands of students virtually. With a 24×7 OneStop, institutions are creating an instant-access environment by delivering personalized student support via phone, chat and voice bots, SMS/text, live chat, web ticket, and email. This immediately helps in increasing the level of satisfaction and virtual engagement amongst students.
To help students navigate today’s dramatic shift, the OneStop model provides a number of advantages as discussed below:
- By providing various student services support at a single place, especially in such a large-scale transition, the OneStop model minimizes the support barriers for students and results in higher student satisfaction rates.
- It helps institutions in managing rising support requests and declining support budgets. The cross-trained staff are adept at handling all sorts of student support issues which reduces the support costs for institutions without compromising on service delivery.
- To provide students with a single point of contact for all the information they require, OneStop ensures a better flow of communication across various departments.
- The unified access to information allows academic advisors to see the bigger picture and support students more holistically.
- With an integrated, secure, and 24×7 omnichannel support platform, the overburdened staff can focus on more complex/pressing issues.
With one comprehensive online OneStop shop, institutions can streamline their student support by bringing all the services onto a single platform. BlackBeltHelp has been supporting over 200 institutions to keep up with the volume of student support requests, especially pertaining to repetitive issues round-the-clock.
Amidst the increasing student expectations and changing student demographics, Pasadena City College selected BlackBeltHelp to make all the support processes more inclined towards helping students. They decided to provide students with high-quality and consistent service to remove student barriers and increase the level of student engagement and satisfaction. With BlackBeltHelp as their OneStop provider, the college is delivering personalized, positive, and timely resolution to students’ issues while helping them achieve their educational goals.
“BlackBeltHelp always steps-up to provide immediate support to Pasadena City College’s students for the challenges that arise on Admissions, Financial Aid, and Enrollment. Having a reliable Contact Center where our students can talk to a professional well-versed in our campus procedures reduces anxiety and accelerates our ability to deliver information quickly”, Candace D. Jones, Associate VP – IT Services, Pasadena City College.
The Bottom Line is:
While the final impact of this unprecedented change is not yet known, implementing OneStop will provide a student-centered truly engaging experience. This will further minimize the impact of these challenging times and provide valuable support to the diverse needs of today’s students.
Watch the recording of “A OneStop Student Service Center for Modern Learners” to discover how a data-driven platform focusing on student-centric processes reduces/eliminates student support gaps in online learning.
Resources:
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.