Case Study: Community College of Denver achieves lower call volume, faster service and higher agent productivity with LivePerson

Enrolling in Digital Engagement for Efficiency and Better Service

Community College of Denver (CCD), a public two-year college serving over 12,000 students, faced rapidly growing enrollment that more than doubled since 2008 and left its Call Center and student support offices overstretched. With hiring additional agents not an option, CCD needed a technology solution to handle higher support volume, reduce wait times and improve students’ ability to self-serve.

CCD deployed LivePerson’s LiveEngage live chat and text-analytics platform, cross‑training all 16 Call Center agents to handle both phone and chat and using conversation analysis to optimize the website. As a result, 20% of student service requests moved to chat, phone volume fell 10%, resolutions per staff hour rose about 13% (from ~46 to ~53), average phone wait dropped to 33 seconds, over 2,000 support calls were eliminated through site fixes, and the college avoided hiring two additional agents.

Community College of Denver

Leslie McClellon

VP, Student Affairs, Community College of Denver