Meeting student expectations for call center IT support
Meeting student expectations for call center IT support
2 Pages“Twenty-four/seven service is expected at any large and first-class institution,” said Abrash Khanmalek, associate director of client services in information technology at Pepperdine. “But operating a 24/7 call center is just not cost effective.” Pepperdine University serves approximately 7 ,700 students across more than five campuses in California, as well as in Washington, DC, Latin America, Asia, and Europe. For nearly two decades, the university managed all the call center needs of its students, faculty, and staff through walk-in and call-in IT support centers on each campus. Over time, the complexity of IT problems evolved along with new technology and new systems to support—from students accessing university systems on the latest smartphones to technical issues with new IT in
