Customer Service Redefined in OIT

On Thursday, March 28, the IT Help Desk and the Business Support Desk, will be making some changes and incorporating a new customer experience platform, Genesys, that will personalize the interaction between support agents, faculty, staff, and students.  Supporting the University has always been a top priority and this latest upgrade is no exception to OIT’s commitment to provide technology resources that improve customer service and the overall customer experience.

Last year, Business Technology Services joined the Office of Information Technology (OIT) as part of an effort to consolidate IT support, training, and provide consistent service to the University as a whole. With this latest update, faculty, staff, and students, will have the option to contact both groups by dialing 2-2208 or 2-2155.  An automated system will direct callers to the appropriate option. Through this consolidated and automated approach, the Office of Information Technology is providing a centralized point of contact for technology resources and training.

 

Here are two ways OIT is redefining customer service:

• Strengthened Agent’s Customer Service Skills : With the ability to review incoming calls and interactions with our customers, managers can assign additional employee training opportunities, initiate future communication strategies, and establish goals to improve employee performance.
• Enhanced Automation: In addition to the option to contact the IT Help Desk and Business Technology Services using the same number, skill-based routing redirects users to more experienced agents with the system knowledge to quickly resolve more complex situations.

Ultimately, these changes will increase overall customer satisfaction for the Office of Information Technology by providing transparency, improving agent productivity, identifying operational gaps, and providing a consistent customer experience across the organization.

For additional features, please reach out to our IT Help Desk and the Business Support Services at 817-272-2208 or submit a self-service ticket. You can also read our articles about transforming customer service at The University of Texas at Arlington.

• A New Customer Experience at UTA: Introduction to Genesys at The University of Texas at Arlington
• Proactive Engagement with UTA Customers: The Office of Financial Aid, Admissions, and Student Accounts
• Better Customer Experience for Students: College of Nursing and Health Innovation
• Feedback: Evolution of Customer Service: Comments about Genesys

Zinna Butcher • 2019-Mar-25