Workforce Planning Articles Massey University
Massey University uses integrated communication systems to maximise their customer’s experience at both national and global levels.
Dealing with over a million communications per year, Massey University recognised the need to offer an easily approachable service for students and staff. As part of the ongoing strategic optimisation policy, Massey University required an upgrade of existing software within the student communications operation. With the implementation of new software into the existing National Contact Centre (NCC), Massey University capitalised on the skills already built up by making the centre the first point of contact for Massey University’s customers. By integrating the various communication channels they use—telephone, email, fax, text and web chat — Massey University has been able to optimise efficiency in their inbound and outbound communication