MELA Meeting Minutes 2003 - 2017

this point is for D2L training. Beyond that additional training could be provided but that the association would need to discuss what types of training are needed.

VI.

Topic of the Day--Presentation by Presidium Learning a. Technical support system that is provided 24/7. b. Multi channel contact center-both telephone and web (including live chat) services. c. Scope includes basic enrollment, hardware and major application support d. Privately branded: MSVCC Technical Support e. Examples of customer base: Washington State VCC, Maricopa Community Colleges in Arizona, Louisiana technical colleges etc. f. Reporting tools based on calls and visits to help center. Can be based on individual institution. g. Scheduled monthly conference call. h. 92% of issues are handled with no wait time. i. MSVCC will have one account manager who will be the primary contact at Presidium. j. Ms. Kimble will begin researching competitors and see what other states like Florida and Georgia are using. Ms. Kimble stated that Jason Pugh had researched a system similar to this called Embanet that was a lot more expensive than the proposed fee from Presidium.

VII.

Future Meetings a. April 6, 2005

VIII.

Adjournment 2:08pm

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