Posts by Mike Stafford

New Perspectives: Reaching the Top 3 Markers of Postsecondary Student Success

September 18, 2017, by Mike Stafford

The industry recognizes student success as a central theme and focus. It’s an umbrella term, covering many facets of the...

The Higher Ed Marketer’s Handbook to Online Learners

August 1, 2017, by Mike Stafford

Higher education is now accessible to a broader student base. There are more online learning platforms than ever before. And...

Calibration: Driving Consistency in the Contact Center for Higher Quality Leads

May 30, 2017, by Mike Stafford

Quality is an important topic in the contact center. Building quality programs and developing Quality Assurance (QA) teams to oversee...

The Higher Ed Marketing Approach to the Nontraditional Student

March 13, 2017, by Mike Stafford

The term “nontraditional student” has officially become a misnomer. The characteristics used to describe this group reflect the majority of...

Targeting the Next Student Population: Generation Z and Higher Education

January 30, 2017, by Mike Stafford

The higher education space is continually changing, and the incoming student population is expected to further influence industry expectations. Born...

7 Steps to a Successful Warm Call Transfer

January 3, 2017, by Mike Stafford

Although it involves a few additional steps to the usual lead generation process, many contact centers are utilizing “warm call...

Contact Center KPIs and Reporting for Real-Time Decision-Making

December 5, 2016, by Mike Stafford

Decision-making hinges on data. However, highly strategic decision-making only happens when contact centers measure the right key performance indicators (KPIs),...

Agent Scripting to Increase Call Center Efficiency and Close Rates

October 25, 2016, by Mike Stafford

The agent phone call is still a central step in the lead life cycle. It’s an opportunity to further qualify...

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