Education

Goes to School

Take something as tradition-bound as classroom education, upend its flow with a virus that stops in-person attendance, and incorporate digital tools to reach a far larger audience. The result is a reinvention of how learning occurs.

Education's

Digital Transformation

The pandemic has forced a rethinking of how teaching works. The ‘digital transformation’ that is an article of faith in the business world has gone virtually ignored within the mainstream of education. Of the more than $3 trillion spent on education globally every year, less than 3% is for digital tools. Even before the pandemic, research showed that many administrative tasks could be reduced or eliminated – from grading papers and tests to preparation to paperwork – saving time that could be redirected toward teaching. At the same time, technology by itself is not a magic bullet. One global assessment of student performance found that students who used tablets and e-readers in the classroom did worse than those without.

Education's Digital Transformation
Education Solutions
Education Solutions

Our

Solutions

The on-site and residential models of K-12 and higher education are coming under scrutiny due to the growth of distance learning platforms that are reshaping teaching and learning. This also extends into the workplace; almost every business has or plans to adopt some type of educational technology. The greater use of technology invariably requires a greater need for professionals who can provide support. Professionals like us.

GlowTouch has supported an endless array of digital platforms, applications, and technologies across a variety of industries. We have turned customer care into a retention and revenue-generating function for several clients, and we are attuned to the communications channels your users prefer. Our experience puts you at the head of the class.

Contact Center Outsourcing

Pampering your customers through the entire lifecycle with onshore, nearshore, and offshore options:

Business Process Outsourcing

Streamlining your business and back-office processes to drive greater efficiencies and performance:

Technology Outsourcing

Working as an extension of your team or in collaboration:

Channels

We Support


Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.

Click on the icons to learn more about our channel offerings.

Education Customer Support
Education chat Support
Chat
Education Phone Support
Phone
Education Email Support
Email
Education SMS Support
SMS
Education Social Media Support
Social Media

GlowTouch has been providing personalized business outsourcing solutions since 2002. Our trusted performance and execution are underpinned by a highly-educated, loyal workforce, with innovative solutions crafted by award-winning leadership.

Certifications

Awards

Resources

Press

Blog

Case Studies

White
Papers

Solution
Overviews

Infographics

Education Resources background

Let us fill your first class!

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Chat

Users love chat, and we have offered it since our inception. Live chat means customers are interacting with agents, not bots, not virtual programs, not artificial intelligence.

Customers can initiate a chat session from anywhere – work or home, smartphone or laptop, without carving out exclusive time. Live chat done right increases conversions, generates positive word of mouth and delights users.

Voice

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

Email

Sometimes overlooked, email remains an ideal channel for tracking issues and their resolution. Email is also a workaround to spoken language issues.

Email is great for providing detailed answers to questions, and easily accommodates links or attachments. It also gives customers a history of the transaction while providing us with a unique level of insight into user concerns.

SMS

There are more smartphones in use than toothbrushes, and there are several messaging apps consumers like. One part of quality service is providing support through the channels your customers prefer

Customers can contact you from anywhere and with text, they don’t have to be online to do it. It’s fast, it’s personal, it’s effective.

Social Media

There is no question that today’s consumer is plugged in, seldom far away from a smart phone and preferred apps. It’s instant communication among consumers, and also between consumers and their favorite brands. Our agents will:

Social media is a high-retention channel. It is where consumers conduct a great deal of their online activity, so much activity that you may have difficulty keeping up. That’s what we’re here for.

WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

San Antonio, Texas

One of the nation’s fastest-growing metros, San Antonio is home to an experienced, bilingual agent pool and a growing BPO industry. In a city famous for “remember the Alamo,” our agents deliver memorable customer service.

Santo Domingo, Dominican Republic

Built to accommodate expansion, our contact center in Santo Domingo is home to a bilingual corps of associates who are skilled in tech support, sales, and general customer service. The Dominican Republic has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

With two locations and more than 100,000 square feet of production floor space, Mangalore is built to handle programs of all sizes. Agents have access to on-site 24/7 cafeterias and a medica clinic, while visiting clients can stay in hotel-style rooms on the grounds. Both buildings have room for further expansion and served by the technological infrastructure one would expect from a digital city.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our newest location in India. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

Philippines

Our 28th floor perch over Pasig City district of Manila is ideal for watching the BPO industry’s expansion in the Philippines. Designed with room for expansion, this location is poised for growth and provides us with a tech-savvy, educated, and English-proficient workforce that is culturally aligned with the West.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.
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