1. Extending the Channels of Communication Recruitment Response Center

2. Evolution of RRC Channels

3. Newest Channels

4. Problem: “E-mails are like Hitchcock’s birds. They pursue you relentlessly, hover in flocks, and leave you running for cover.” - Elizabeth Phillips, a teaching assistant and graduate student at University of Virginia, on what a nightmare (student) e-mail has become for professors and teaching assistants and how she dreads checking her e-mail, The Chronicle of Higher Education, May 31, 2002.

5. Solution: Web-based email response software Annual subscription with unlimited licenses Uses response library and keyword methodology

6. Benefits: Speed of Answer Accuracy Message History Preservation Report Generation: Traffic, Productivity, Category

7. Benefit: Speed of Answer Research has shown that companies with highest customer satisfaction scores respond to emails within 3 hours. ********************************************* Extinguisher: “Users are able to respond to approximately 90 percent of incoming messages in one-minute or less…”

8. RRC Email Traffic 2005

9. Problem: Any customer who goes to your web site and doesn't get a good answer is dissatisfied. Just the fact that they went on-line looking for an answer made them believe it was available. Marc McCluskey, an analyst with AMR Research

10. Compounded Problem: Cross-channel transactions are emotional by nature — customers who choose to escalate from the Web to an agent are already frustrated, anxious, or in need of reassurance. Sloppy channel transition makes matters even worse. Forester Research, Inc., 2005

11. Solution: Web-based chat software Monthly per seat subscription fee

12. Features Site Monitoring Co-browsing capability Offline Email functionality Surveys ACD Functionality

13. Benefits Speed of answer Lower operating costs Security Accuracy Report Generation: traffic, service levels, content Transcript history preservation

14. Benefit: Lower Operating Costs

15. Demonstration www.suny.edu/student

16. Survey Question: the representative was really nice! but I hope I get an email back very soon!!!! perfect!! Great~!! Its an excellent format! Asksuny representative was really AWESOME! she gave me many information! Thanks! =) Not sure. So far, it's been the easiest site I've come across! can't find any, very user friendly What area of our website could use the most improvement?

17. RRC Chat Traffic 2005

18. Cautions Staffing issues Budget issues Service Level issues

19. Contact Volumes: Phone Channel

20. Contact Volumes: Electronic Channels

21. Contact Volume Trends Phone vs. Electronic

22. Contact Volume Trends Phone vs. Electronic