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22st Annual OLC International Conference
November 16-18, 2016 | Orlando, Florida | Walt Disney World Swan/Dolphin Resort

OLC Innovate 2016 - Innovations in Blended and Online Learning
April 20-22, 2016 | New Orleans, LA | Sheraton New Orleans Hotel

Ready, Set, Go! Designing and Operationalizing a One Stop Service / Call Center in 12 Months

Juliette Punchello (Thomas Edison State College, USA)
Session Information
November 21, 2013 - 1:15pm
Student Services and Learner Support
Areas of Special Interest: 
Online Learning andCommunity Colleges
Major Emphasis of Presentation: 
Practical Application
Institutional Level: 
Multiple Levels
Audience Level: 
Session Type: 
Information Session
Europe 2
Session Duration: 
35 Minutes
Information Session 9

Attendees of this engaging and interactive presentation will gain invaluable operational knowledge of the creation of the College's One-Stop Student Service / Call Center.

Extended Abstract

In this presentation, we will explore how Thomas Edison State College operationalized a One-Stop Student Service / Call Center within one year. Attendees of this engaging and interactive presentation will gain invaluable operational knowledge of the creation of the College's One-Stop Student Service / Call Center. Topics will include: establishing the vision, gaining administrative support, forming leadership accountability, determining staffing models,Allocating internal resources, evaluating technological needs, tracking metrics to establish benchmarks and monitor areas for improvement, creating effective ongoing training programs, using customer service surveys to evaluate and improve efficiencies, and building a strong and resilient team of happy, helpful student affairs specialists.

The benefits of establishing a One Stop Student / Call Center are vast. The ability for a student to have the majority of their administrative questions answered during one call removes their frustration of possibly being transferred. Additionally, having a trained team of generalists provides consistent responses regardless of the students' connection with the college. The generalists can respond to questions from undergraduate, graduate, continuing studies, military, nursing, and corporate sponsored students. The team of generalists also provides front line technical support. They are trained on our learning management system so they are able to respond to technical issues during the first phone call. The Virtual One-Stop Student Service Center's hours provide access to students regardless of their location across the country.

The college benefits from increased efficiencies in the departments who are now supported by the One-Stop Student Service Center. Student calls are no longer transferred to offices that may not be staffed to manage high volumes of student interactions.

Come and listen to our successes and learn from our mistakes as we examine how we built a One-Stop Student Service / Call Center that strives to make it easy for our students to "do business" with our college, so that they can focus on their academic journey.

Lead Presenter

Juliette Punchello has over 13 years of experience working at a four year public institution serving adult students through online and independent study methods. She holds an MA in Communications and an MS in Instruction. In her role as the Director of the Learner Support Center, she manages a team of 11 people, who engage with over 112,000 student touches per year.