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The Study Hall

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      A Letter to Our Customers About Global Support

      I started my career in customer service and contact centers in August of 2000. I'm a passionate learner, and my lessons, though welcome, came hard and fast. Twenty years later, one lesson that stands the test of time is “the only constant is change.”

      I’ll be honest: I thought I knew how to handle change. I've boasted over the years about embracing change. I've loved experiences that have taken me out of my comfort zone and pushed me to stretch and grow. And then came 2020…

      In 1963, Leon C. Megginson, a business professor at Louisiana State University, spoke about Charles Darwin’s On the Origin of the Species, summarizing:

      “It is not the strongest that survives; but the species that survives is the one that is able to best adapt and adjust to the changing environment in which it finds itself.”

      I've been a witness these past months to the incredible agility and flexibility of our education community, and I'm grateful and proud to be a part of it.

      Educators and students are navigating new trails and may need to reach out for help from our Customer Support team, and we stand ready to lend a hand. As part of the education ecosystem, we too are blazing new trails as we prepare for the back-to-school season.

      We anticipate another record-breaking fall season in Global Customer Support. In preparation, we've been focused on three areas: staffing and scheduling, training, and improving efficiency.

      • We've increased the size of the support team to meet the needs of our customers, and we're excited to welcome new engineers to our existing team of committed and dedicated professionals. We began the year believing we'd see the support team size contract somewhat as we improved efficiencies in some key areas. As I mentioned in my first blog post in May, we've instead substantially increased the team size to prepare for fall. We'll continue to closely monitor the needs of our customers and evolve to meet them.
      • Quality and accuracy in every Customer Support interaction is important to our customers and to us. We have a dedicated training and quality assurance team working with our new talent and providing refresher training for the team at large to ensure our skill set is sharp and ready to go.
      • Improving efficiencies is key to our ability to grow and meet our customers' needs. We'll be introducing new capabilities in Canvas that make solutions easier for our customers to find and implement—we're soft-launching self-service capability in the coming weeks and are excited to share more soon.

      As we look to the future, I recognize that we need to look critically at our current support model and service-level terms. We're beginning our discovery phase of this work and will partner with many of our customers to ensure a seamless evolution to our new model.

      We value each of our customer partnerships, we're deeply passionate about the importance of a quality education for every learner, and we're proceeding with confidence into the coming school year.

      Keep changing.

      And keep learning,