CallMiner: Common Call Center Compliance Issues

By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner

Call centers are constantly under pressure from regulatory compliance concerns. With a variety of regulations impacting call center operations across many verticals, and those regulations frequently in a state of flux, it can be challenging to stay on top of the latest regulatory requirements, particularly when regulatory changes require changes to the technology call centers rely on or to standard operating processes.

As a result, there are a variety of issues related to compliance that companies tend to overlook. To gain some insight into the most common compliance challenges today’s call centers are facing and the call center compliance issues that often go overlooked, we reached out to a panel of call center leaders and asked them to answer this question:

“What’s the biggest thing companies overlook when it comes to call center compliance issues?”

kolin porter

Kolin Porter, Vice President of Product Innovation at EduMaximizer (a Higher Ed Growth company), was one of the featured industry leaders.

“Real-time monitoring of call recordings is imperative. This greatly impacts a call center’s ability to prevent compliance infractions and proactively protect their brand – and their clients. Many companies are still auditing calls days or weeks after an initial call has occurred. This means they’re unable to identify – and correct – issues in the moment or throughout the day. Without a doubt, this puts them at a disadvantage.

With advanced real-time monitoring tools now available, compliance can largely be automated… and easy. Those using call mining and QA technology get a real-time view of agent activities and correct compliance issues faster, reducing their risk and increasing quality.”

 

joe laskowski

Joe Laskowski, Managing Partner and Chief Marketing Officer at Higher Ed Growth and LeadsCouncil board member, was another featured industry leader.

“One of the biggest things companies overlook when it comes to call center compliance is automation. When it comes to call center inquiry generation, many steps can and should be automated in order to reduce errors, call handle times and compliance missteps.

  • Short form lead data often requires agents to complete the same form fields over and over again. There is great opportunity for human error – and in turn, violations. With automation, fields can be pre-populated and streamline this commonly error-prone process.
  • TCPA disclosures should automatically be shown, read and include all brands to ensure the highest compliance for clients. For those in the higher education industry, this means each school name should be included in order for permission to call the prospective student.
  • Call recordings should automatically be stored once the call has completed. Such recordings should also be retained for seven years, as call centers are responsible for internal audits and the audits of their clients. It’s also important that catalogued recordings be delivered in real time.

Quality contact center software is integral to automating compliance. With the ability to combine scripting and search results into one seamless process, it means data collection is more compliant. In addition, call mining and call grading software solutions can help marketers get as close to real-time audits for compliance as possible.

 

Read all of the contact center compliance tips on CallMiner.com: https://callminer.com/blog/20-call-center-pros-reveal-biggest-things-companies-overlook-comes-call-center-compliance-issues/ 

Infographic: 2017 Higher Ed Enrollment Trends

Enrollment is one of the first stages of the postsecondary student lifecycle. And it’s an important one. Enrollments are an indicator of future student outcomes and institutional success. For schools to best predict future trends and better meet growing student needs, they must have data. Enrollment data holds a lot of the answers – from shifting student demographics to new degree paths.

Higher Ed Growth’s SIMPLE solutions and technologies have captured millions of rows of enrollment data from higher education partners across the country. We’ve analyzed key data points and pulled the biggest trends from private universities, top trade schools and more. Here’s what we found.

Read our latest infographic for the 2017 Higher Ed enrollment trends. Click the infographic below to enlarge.

2017 Higher Ed enrollment trends

 

 

Higher Ed Growth Separates Into Two Companies, Introduces Maximizer

  Maximizer

 

Higher Ed Growth Separates Into Two Companies, Introduces Maximizer

The higher education firm builds new entity upon its EDU call center and lead generation technology

TEMPE, AZ – January 18, 2018 – Higher Ed Growth (HEG), a full-service marketing agency specializing in post-secondary education, today announced its separation into two independent companies. One company will comprise HEG’s lead generation and marketing services, which will continue as Higher Ed Growth (HEG). The other company will encompass its market-leading call center and lead generation technology, EduMaximizer, and will do business as Maximizer. The new entity will also offer expanded higher education services.

Today’s announcement comes as EduMaximizer enters its fourth year. Over this time, the tool has captured mass market share in the higher education industry, with a 400 percent increase in student inquiry processing since 2014. Recent integration of Qlik as a business intelligence tool helped facilitate this rapid growth, as well as the decision to move EduMaximizer to its own company.

“We could not be more pleased with EduMaximizer’s success in recent years,” said Joe Laskowski, Managing Partner of Higher Ed Growth. “In order to best support the continued growth and an expansion of related products and services, we felt the best option was to create a standalone business with a team of lead generation and technology experts who could dedicate 100 percent of their time to those efforts. Maximizer will amplify every aspect of clients’ EDU lead generation efforts and set the stage for future innovation.”

 

Maximizer meme jan 18

 

Maximizer Services and Solutions

Maximizer will offer EduMaximizer as part of its expanded suite of products and services for colleges, agencies and lead generation partners. Services will include five product sets: the call center platform EduMaximizer, EduMax Compliance, EduMax Managed Services, EduMax Analytics and EduMax Consulting. The new products provide clients with a range of solutions, including complete marketing channel visibility, full-service campaign management, custom reporting suites and actionable strategies – with the common goal of increasing quality and revenue.

The company also plans to release an EduMaximizer API, full dialer integrations and agent leaderboards in 2018.

To learn more about the full suite of EduMax services and solutions under Maximizer, visit www.edumaximizer.com.

 

About Maximizer

Maximizer offers products and solutions for all-in-one EDU lead generation and centers on its flagship product, EduMaximizer. With 400 percent growth since 2014, the proprietary all-in-one SaaS tool is the leader in EDU lead generation technology. In addition to best-in-class technology, Maximizer offers complete compliance solutions, managed services, robust analytics and consulting to maximize inquiry quality and revenue. To learn more about the full suite of services and solutions, visit www.edumaximizer.com.

 

About Higher Ed Growth

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology to deliver targeted enrollment leads to for-profit and non-profit education clients. In addition to lead generation, HEG offers inquiry management, white label software solutions, and compliance monitoring – with the ultimate goal of boosting enrollment and retention numbers for clients. HEG was named one of the Best Places to Work in 2015, 2016 and 2017 by Phoenix Business Journal. The company was also featured as an Inc. magazine Best Workplace 2017 and on its list of the 5,000 fastest-growing companies in 2014, 2015 and 2016. For more information, visit www.higheredgrowth.com.

HEG Is a 2017 Phoenix Best Place to Work for Third Consecutive Year

HEG 2017 Phoenix Best Place to Work

 

 

TEMPE, Ariz. (Dec. 12, 2017) – Higher Ed Growth (HEG), a full-service marketing agency specializing in post-secondary education, has been named as a 2017 Phoenix Best Place to Work by the Phoenix Business Journal. Determined entirely by employee feedback, HEG was ranked #21 amongst Arizona businesses with up to 49 team members. This is the company’s third consecutive year on the prestigious list.

 

“We are honored to be named a top Phoenix workplace again,” said Frank Healy, President and CEO of HEG. “HEG places great emphasis on employee happiness, engagement and growth. To us, employee feedback is the greatest – and most important — marker of our company’s success. We’re extremely proud that our employees have placed us on the list of the Valley’s best workplaces for the third year in a row.”

In addition to being featured as a best workplace in the local market, HEG was recently named a 2017 Best Workplace in America by Inc. magazine. Of the 200 companies selected nationwide, the agency was one of five companies in Arizona and one of three in the Education sector honored.

“This was a big year for our company,” added Healy. “HEG celebrated its 10-year anniversary in 2017, so receiving local and national honors for our workplace is especially meaningful. From the very beginning, we put a great deal of thought into the kind of company we wanted to create for our employees. Such nominations show that we continue to cultivate a rewarding and inclusive workplace — a place where every employee has a seat at the table.”

The agency offers such best-in-class healthcare and company programs as LGBT partner benefits, generous maternity and paternity leave, profit-sharing and 401k company match plans. Its health and wellness initiatives include nutritious office snacks and subsidized gym memberships. Other office perks: flexible schedules – especially for volunteerism – generous vacation time, workplace pet policy, and a casual dress code.

More than 100 Arizona companies were honored at the Phoenix Business Journal’s 2017 Best Places to Work awards luncheon on Dec. 7, 2017 at the JW Marriott Phoenix Desert Ridge Resort and Spa. Established in 2003, the awards program recognizes local organizations that offer rewarding work environments. Through a third-party administered survey, employees provide direct feedback about a variety of criteria including team effectiveness, leadership, benefits, and workplace culture.

About Higher Ed Growth
Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology to deliver targeted enrollment leads to for-profit and non-profit education clients. In addition to lead generation, HEG offers Master Vendor services, white label software solutions, inquiry management and compliance monitoring – with the ultimate goal of boosting enrollment and retention numbers for clients. HEG was named one of the Best Places to Work in 2015, 2016 and 2017 by Phoenix Business Journal. The company was also featured as an Inc. magazine Best Workplace 2017 and on its list of the 5,000 fastest-growing companies in 2014, 2015 and 2016.

HEG Utilizes Qlik to Improve Delivery of Enrollment Data

The higher education marketing firm reduces latency and provides near real-time delivery of enrollment data to colleges, universities and contact center partners.

enrollment dataOctober 25, 2017Radnor, PA – Qlik®, a leader in data analytics, today announced that Higher Ed Growth (HEG), a full-service marketing agency specializing in post-secondary education, has chosen Qlik to analyze millions of rows of education inquiry data.

A decade-long leader in advanced enrollment data management and analytics, HEG experienced a fundamental shift with the introduction of its latest proprietary technology, EduMaximizer. Its all-in-one SaaS tool streamlines the inquiry generation process and supports all the needs of an education contact center. Launched in fall 2014, the company saw its client list and EduMaximizer integrations more than double. Inquiry data spiked more than 10-fold.

“From the moment EduMaximizer went live, the volume of inquiries pumped through our system exploded,” said Eric Flottmann, Chief Operating Officer of HEG. “It placed pressure on every part of our software package, including our entire data-warehousing model and all of the processes that fueled it.”

Evidence of the increased growth, HEG was named to the Inc. 5000 list of the fastest-growing companies for three consecutive years following EduMaximizer’s launch. The tool captured vast amounts of enrollment data — one table in the database was 119 million rows alone — and was taking hours to provide analysis. HEG required a business intelligence tool that could handle rapid growth while reducing latency, errors and strain on production databases.

“We always strive for superior business intelligence and that can’t happen with even hours-stale data,” said Flottmann. “Qlik has placed reports in our hands quicker than anything we’ve used before. We can act faster and provide our clients with actionable insights in near real-time to keep them ahead of the competition.”

It was also important for the company to continue to differentiate themselves from the competition. When EduMaximizer captured mass market share, it presented a unique challenge: HEG was now one of many companies represented by its proprietary software.

“We needed to add value — something we were able to do with Qlik,” added Flottmann. “Qlik was the only provider with both a front-end analytics dashboard and data-warehousing solution. In addition to the ease of a single system, Qlik’s multi-tenancy and dashboard customization offerings meant we could easily meet the needs of even our most advanced data users.”

HEG’s future plans include the development of Qlik apps for internal stakeholders and the extension of client reporting via third-party data sources, a strength of Qlik’s platform.

“Technology innovators such as Higher Ed Growth are constantly having to update and fine-tune tools and processes to stay at the forefront of the data revolution,” said Mike Saliter, VP, Industry Solutions and Global Accounts for Qlik. “We are pleased HEG has chosen Qlik to meet the growing data needs of the higher education sector, helping schools maintain profitability and reach better student outcomes in a world of heightened expectations.”

Read the case study here: https://blog.qlik.com/customer-spotlight-taking-the-lead-on-higher-ed-data 

About Higher Ed Growth

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology to deliver targeted enrollment leads to for-profit and non-profit education clients. In addition to lead generation, HEG offers Master Vendor services, white label software solutions, inquiry management, enrollment analytics, and paid search management – with the ultimate goal of boosting enrollment and retention numbers for clients. HEG was named one of the Best Places to Work in 2015 and 2016 by Phoenix Business Journal. The company was also featured as an Inc. Magazine Best Workplace 2017 and on its list of the 5,000 fastest-growing companies in 2014, 2015 and 2016.

About Qlik

Qlik® is the leading visual analytics platform and the pioneer of user-driven business intelligence. Its portfolio of cloud-based and on-premise solutions meets customers’ growing needs from reporting and self-service visual analysis to guided, embedded and custom analytics, regardless of where data is located. Customers using Qlik Sense®, QlikView® and Qlik Cloud®, gain meaning out of information from multiple sources, exploring the hidden relationships within data that lead to insights that ignite good ideas. Headquartered in Radnor, Pennsylvania, Qlik does business in more than 100 countries with over 40,000 customers globally.

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CECU: Promoting Student Success in Higher Education

student success higher ed growth CECUBy Career.org

Making sure our students have the resources and support they need to succeed in their postsecondary education pursuits is an issue of paramount concern. Steve Gunderson, CECU president and CEO, and Joe Laskowski, managing partner and chief marketing officer at Higher Ed Growth, discussed this issue and how it relates to the future of success in higher education.

Enrollment

Student access, or enrollment, versus outcomes has been a topic of debate in recent years. There has been a transition of focus from enrollment to ensuring outcomes in the career education sector especially. Laskowski emphasizes balance of these two metrics. “While discussions have shifted toward student success due to new regulations and heightened expectations, there’s always going to be a strong and important connection between enrollments and outcomes,” he says. “It’s critical that the industry doesn’t focus so tightly on one end on the spectrum that they lose sight of the other. Quality enrollments truly start the path toward student success. Matching the right student to the right degree program and school significantly increases positive outcomes.”

“The most effective enrollment tool is local marketing that connects the school’s career programs with the community’s clear demand for skilled workers.  That said, some initiatives, such as dual enrollment, can help students get a head start on their degree programs and help them complete on time,” says Gunderson. “But we need to be realistic that in many states and communities, the high schools are not very welcoming to our sector. So this will not work in all cases.” Laskowski agrees: “Dual enrollment is an absolutely viable model for trade schools. It underscores the mission of being an affordable and quality option with top earnings potential.”

As far as open enrollments, Laskowski says that the practice has some benefits. “Students who might otherwise never attend college are given a chance to further their education and pursue their career goals,” he notes. “Colleges are able to focus on curriculum and student success.”

“In the past, schools in our sector grew too much, too fast while practicing open enrollment that allowed wide access to higher education,” says Gunderson. “The conversation around open enrollment should acknowledge that limiting enrollment could potentially prevent students who are most in need of an education from accessing it, while also striking a balance between access to higher education and ensuring that students are academically prepared to succeed in school and beyond is important to generating higher outcomes. Whether we like it, or it is best for the student, in today’s world it is all about student outcomes!”

Operational Costs and Branding

Private sector schools face the challenge of operating without subsidies. To compete with this and other challenges such as the “Free College Now” movement, Laskowski says establishing strong, solid brand reputations is important. He notes that while competition will always exist, institutions with strong reputations have a more solid foundation for success. “One of the ways to build a strong brand is to show a clear correlation between the value of the school’s degree and post-graduate earnings,” says Laskowski. In addition, Laskowski suggests highlighting degree programs that align with job trends and the skills gap, as well as working to engage students from the admissions and recruitment status to provide adequate support.

“While schools in other sectors of higher education have almost 50% of their costs funded by state and local governments, private sector career colleges do not have such resources,” says Gunderson. “Career schools are able to provide access and opportunities that are not available at other institutions, and highlighting those unique features make our schools competitive in the higher education landscape.  I have had many students tell me that the accelerated, focused academic delivery of our programs actually enables the student to begin earning a good salary much sooner than at other institutions.”

Retention

Student success can also be linked to retention and the tools that career colleges have to support and retain students through their programs. Laskowski notes that some approaches schools have taken to retain students include software that can reveal opportunities for increased retention, specifically noting self-placement programs and student progress tracking. Also helpful are student communities, says Laskowski, which can be based on academic goals and provide additional guidance.

“Retention leads to degrees and jobs! Establishing a framework for retention lays the ground for higher outcomes, better support, and overall a higher degree of success for both students and institutions,” says Gunderson. “Using relevant demographic and behavioral data to drive decisions can provide insights into where more support is needed to ensure that students are retained through completion.”

Laskowski also highlights the importance of using data in retention strategies. ““From increasing enrollments to maintaining steady retention, using the most accurate and up-to-the-minute data to drive decisions is always going to give colleges an edge,” he says. “Career colleges have long used data in enrollment marketing. Tools for retention further strengthen these efforts.”

Apprenticeships and Credentialing

One area where CECU has been focused on creating a framework for student success within schools is connecting apprenticeships to academic credit. “Academic credit for apprenticeships would give students good opportunities to get hands-on training, while directly connecting it to their degree program,” says Gunderson. “This provides an even wider avenue for students to complete their education successfully, on time, and with a well-rounded understanding of the industry they will be entering.”

Laskowski also sees the value of ideas such as credentialing, and acknowledges the industry-wide shift in accepting such programs. With good reason, he says: “It offers dual benefits to students and schools, and there’s a groundswell of interest from prospective students.”

Placement

In the end, says Gunderson, it really is all about successful placement. “Helping students get a career in their chosen industry is the biggest challenge but most important aspect of measuring success,” he says. “We work hard to provide quality educational programs so that students can be marketable candidates for sustainable, fulfilling jobs. Supporting them through the placement process is crucial – from employer partnerships to career fairs to an active and helpful campus career center, there are many ways institutions can work to ensure that framework is there to help students achieve their career goals.” Laskowski touches on the importance of making sure students are placed in the degree program at the right school for them, as well. “It can be a complex and costly process to match the right students to the right schools and degree programs. The most successful schools often have two things in common: expert marketing partners and technology,” Laskowski says. “It means the recruitment process is streamlined to reduce inefficiencies — placing resources in student hands as quickly as possible — minimize errors and maintain compliance.”

Promoting the success of career colleges and their students is an additional, and integral, facet of communicating with policymakers and the media. “Those in the government and the media are typically more interested in student success, not specific school success,” says Gunderson. “This has implications for school strategies in that they should shift their focus to highlighting the success of their students and graduates, using these stories to communicate the importance of career colleges and showing how an education from career education institutions can truly change lives.”

Laskowski says that because of this, schools should be even more focused on improving outcomes and generating more success stories to share. “Today, all schools should be looking for ways to improve that end game.  Many are moving to boot camps and others are moving to ISA models (Income Sharing Agreements) where the students don’t pay a dime until they are employed,” he says. “The industry has shifted and those that would like to ensure their longevity must follow suit.”

Read the full piece at: https://www.career.org/news/promoting-student-success-in-higher-education

CallMiner: Top Mistake When Purchasing Speech Analytics Software

By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get the biggest possible return on your investment.

What should companies know when they’re about to begin the process of evaluating and purchasing speech analytics software? To help you weigh the most important considerations and make the smartest buying decision for your company’s needs, we reached out to a panel of call center technology leaders and contact center pros and asked them to weigh in on this question:

“What’s the number one mistake call centers make when it comes to purchasing speech analytics software?”

Mark Paetz, Director of Quality Assurance at Higher Ed Growth, was one of the featured industry leaders. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients.

One of the biggest mistakes is… not ensuring that recording quality aligns with the needs of the speech analytics software purchased. Using the right recording technology from the start matters. There’s no way to increase audio quality later on, and it can impact transcription and analytic ability. There are many things that can alter recording quality — audio formats, compression and so on — and it can mean the difference between capturing white noise or word recognition.

Without high-caliber recording quality, call centers are unable to best leverage data and derive actionable insights. They may also miss the mark on compliance.”

Read all of the contact center tips on CallMiner.com: https://callminer.com/blog/22-call-center-technology-leaders-reveal-1-mistake-companies-make-comes-purchasing-speech-analytics-software/

CallMiner: #1 Problem for Call Center QA & Monitoring Teams

By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

The problems that plague the minds of QA and monitoring teams are many, but some are more prominent than others – and have a bigger impact on the company’s bottom line. To find out what these most pressing concerns are and how QA and monitoring teams can solve their biggest challenges, we reached out to a panel of call center leaders and QA professionals and asked them to weigh in on this question:

“What’s the one problem that should be keeping call center QA & monitoring teams up at night (and how can they solve it)?”

Mark Paetz, Director of Quality Assurance at Higher Ed Growth, was one of the featured industry leaders. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients.

“All call center Quality Assurance (QA) & monitoring teams would likely agree that it’s compliance keeping them up at night. How it’s changing. How to stay ahead of it. How to be more transparent. Teams should always be thinking about how to increase real-time quality assurance in order to stay ahead of compliance violations and guideline infractions. It’s critical to monitor and manage lead interactions while they are occurring in the present. To be able to analyze and act right away. Having the information after the fact only does so much and places QA teams – and consequently, their clients – at a disadvantage.

How to solve this? A good first step is to implement data mining and quality software that scans call recordings in real time. It means QA teams have near-instant alerts of potential compliance issues – and can certainly sleep more soundly at night.”

Read all of the contact center tips on CallMiner.com: https://callminer.com/blog/20-call-center-leaders-qa-pros-reveal-1-problem-keeping-call-center-qa-monitoring-teams-night-solve/

 

The Forever GI Bill: What Lead Buyers Need to Know

By Joe Laskowski

Forever GI BillA new bi-partisan bill has passed the House and Senate with flying colors. And they just so happen to be red, white and blue.

The Post-9/11 GI Bill is changing. It will soon be known as the Harry W. Colmery Veterans Education Assistance Act of 2017 — or the “Forever GI Bill.” Most notably, it eliminates the 15-year time limit on the use of education benefits for new recruits. The bill has been deemed a sweeping success: There were only nine days from the time it was introduced in the House to when it passed. And the vote? Not a single one in opposition at 405-0. There was a brief floor debate – where there wasn’t any actual debate since everyone was in favor. From there it went to the Senate and was unanimously approved prior to summer recess.

In addition to bipartisan support, the Forever GI Bill has strong support of key Veterans associations, including the Veterans of Foreign Wars, Student Veterans of America and the American Legion.


About the Forever GI Bill for New Recruits

Like the current Post-9/11 GI Bill, it will benefit veterans seeking higher education after three years of active duty service. However, only veterans enlisting after January 2018 will be eligible for the Forever GI Bill. The use-it-or-lose-it limits for those enlisted prior to this date will still be in place.

In all, there are 28 changes to the original bill. In addition to the lifetime education benefit, here are other notable changes.

  • Recipients of the Purple Heart will no longer need three years of active-duty. This could impact hundreds of troops each year.
  • National Guard members, reservists, survivors, and dependents will enjoy looser GI Bill eligibility requirements.
  • Under the Fry Scholarship, survivors of those lost in active duty will be able to use the GI Bill benefit to qualify for the Yellow Ribbon program. This helps cover the tuition costs and more of private institutions.
  • GI Bill recipients enrolling in STEM-based degree programs will receive additional funds. Should technology training not be offered by a school, a new “High Technology Pilot Program” would cover external program costs.

The GI Bill expansion is expected to increase associated costs by $3 billion within a decade.

The For-Profit School Impact

Many veterans were impacted by recent for-profit school closures. And unlike those who utilized Pell Grants, GI Bill students lost the benefits used toward their degree when the doors closed. The expanded bill takes this into account, retroactively restoring benefits for any credits that did not transfer to another postsecondary school.


Forever GI Bill Concerns

There are still some big unknowns right now: Does the agency have the technology and resources to support the upgrades? What will the roll-out look like? For one thing, it will take a major overhaul to the Department of Veterans Affairs IT systems. There are 28 changes to the bill and each will require the proper technology to effectively administer them. VA officials have expressed concerns.

Supporting Veterans Throughout a Lifetime

The Forever GI Bill is now headed to the President’s desk to be signed into law. It’s expected to be finalized between late summer and early fall, and is sure to continue to draw widespread support. Increasing accessibility and student outcomes for U.S. veterans are just two of the many benefits. In turn, it will be a bright spot for higher education in the U.S.

 

LeadsCon Article Link: http://www.leadscon.com/the-forever-gi-bill-what-military-lead-buyers-need-to-know/ 

 

CallMiner: Ways to Boost Contact Center Efficiency

By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common challenges only further complicate matters for call center managers working to create an efficient, productive, and effective team.

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of contact center managers and leaders and asked them to answer this question:

“What is the most effective way to increase contact center efficiency?”

Kolin Porter, Vice President – Product Innovation at Higher Ed Growth, was one of the featured Call Center Leaders.

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients.

“One of the biggest strains on contact center efficiency? Too many portals. Many agents end up with multiple tabs open on their screens, flipping between them to complete the inquiry generation process. This juggling act severely impacts lead quality and quantity. Average handling times (AHT) increase. Errors happen. Compliance missteps occur. Customer service diminishes. So much of contact center efficiency hinges on using the right technology. It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform.”

Read all of the contact center efficiency tips on CallMiner.com: https://callminer.com/blog/25-call-center-leaders-share-effective-ways-boost-contact-center-efficiency/

Higher Ed Growth Acquires CalmCircle

Higher Ed Growth Announces Acquisition, Expands Higher Education Marketing Services Equity interest acquisition of CalmCircle stress and sleep management platform for education TEMPE, Ariz. — January 9, 2019 — Higher Ed Growth (HEG), a full-service marketing agency specializing in post-secondary education, announced today that it has acquired an equity interest in CalmCircle, an online stress and […]

Speech Technology Magazine Feat: Quality Assurance

Higher Education Growth: Improving Quality Assurance with Call Recordings By Theresa Cramer, Editor of Speech Technology Magazine   Company: Higher Ed Growth Higher Ed Growth (HEG) develops services and solutions that help the right students be matched with the right colleges and universities. This means better student outcomes and success.   Business Challenge Agents often […]

Infographic: Top Online Degrees & Certificates in 2018

Infographic: Top Online Degrees, Certifications & Today’s Distance Learner Workforce trends are changing at lightning speed as technology advances. Postsecondary students and current employees must keep pace, and higher education can help propel them forward in new ways. This progression, however, may not look like the traditional degree path of the past. EDU institutions are […]