Angelle Guillot
Unified Communications Manager,
Louisiana State University
Scaling Personalized Service: Contact Center Innovation at Three Institutions
Tuesday, October 28, 2025 | 4:30PM–5:15PM CT | EDUCAUSE Commons, EDUCAUSE Central Poster Area
Session Type:
Poster Session
Delivery Format:
Poster
Providing personalized service at scale is essential for enhancing student satisfaction and operational efficiency. This session will explore how Louisiana State University (LSU), Dallas College, and the University of Arizona are pioneering contact center innovations across their institutions to achieve this goal. IT leaders from each university will share their experiences and strategies for leveraging advanced contact center solutions and processes to streamline student support services, reduce wait times, and improve overall service quality. Through real-world case studies and insights from IT leaders, attendees will learn about the specific challenges these universities faced and how they leveraged contact center innovations to address them. Key topics will include the role of contact center solutions in enhancing student engagement and satisfaction; strategies for scaling personalized services across the institution; best practices for integrating contact center technologies with existing university systems; and the impact of AI-driven features and omnichannel capabilities on service delivery.
