Customer Success Story: Community College of Denver [Video]

Posted by
Patrick Spencer
LivePerson Contributor
Thursday, January 16, 2014 - 13:59

I’m sure many of you have been there—so many things on your plate at work that there’s no way to get them all done. That’s where Gustavo Rivas’s team was a little over a year ago. He’s the Call Center Manager at the Community College of Denver (CCD) in Colorado. The school’s enrollment more than doubled since the 2008 financial crisis, as laid-off workers sought retraining and high school graduates try to incur less debt than they would at a university.

Here's the problem: the school didn’t have the resources to hire more staff to support this influx in students. Systems and programs that were already stretched became even more strained. And administrative functions such as the Call Center faced unprecedented pressure. The CCD team—consisting of Gustavo, Lori Kester, the Dean of Enrollment Services, and Leslie McClellon, the VP of Student Affairs—put their heads together and decided to invest in live chat to enable agents to help more people. They did some research and selected LivePerson’s platform.

Learn how the Community College of Denver team:

  • Reduced call volume by 10%, while handling more overall inquiries
  • Reduced overall wait time by 10% with some areas seeing as much as a 45% decrease
  • All but erradicated student complaints

 

Read my fulll story and download the customer case study and accompanying podcast in our Connect Community: Live Chat Helps the Community College of Denver Go From an Overwhelming Workload to Doing More

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