Joanna Shaw | Deputy Director, Student Advising, Student Experience
La Trobe University
Joanna oversees student services, and spent the 9 years prior in international student services. Her career spans international relations, the not for profit sector, State and local Government, and most recently higher education. Jo started her career in the Indian Himalayas working for the Dalai Lama and went on to work for the UN as a civilian Peacekeeper and coordination specialist. She has lived and worked in more than 9 countries in Asia and in 2021 during lockdown completed a Masters in International Relations. Jo is passionate about the student experience including access and equity for all students, and the role of the education sector in advocating for social inclusion and community engagement. In October 2018 Joanna was awarded the Tracey McCabe Emerging Leader Award by the Australian University’s International Director’s Forum (AUIDF). Jo is a Fellow of the International Education Association of Australia (IEAA).
Appearances:
Day 2 @ 10:40
Nice Breakout Session - How omnichannel contact centre solutions can help tertiary institutions deliver comprehensive student support
After two years of fluctuating learning conditions, students have returned to university campuses in droves, many of whom had never attended the campus in person. For LaTrobe University, this created a new and challenging environment with two separate yet similar new student populations: those entirely new to university; and those returning students who were entirely new to the university campus and face-to-face learning.
Join Anthony Brown, Director of Solution Consulting, NICE, Kirsty Hunter, Customer Experience Practice Leader, Optus, and Joanna Shaw, Deputy Director, LaTrobe University, to learn how LaTrobe University used contact centre solutions to navigate this challenge. They will discuss how tertiary institutions can leverage smart contact centre solutions to deliver frictionless experiences for students regardless of location.
In this session, we’ll discuss:
- how omnichannel solutions can help deliver more comprehensive support to higher education students with lower resilience
- how personalising digital experiences can lead to more streamlined student experiences
- why tertiary institutions need to deliver omnichannel solutions in their contact centres for more streamlined, frictionless student experiences across campuses.
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