Company: TTEC, Greenwood Village, CO
Company Description: TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world's most iconic and disruptive brands. Founded in 1982, the company's 54,000 employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Customer Service Training or Coaching Program of the Year - Business Services Industries
 Nomination Title: Real-time associate coaching adds PEP for immediate results
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 170 words used.
TTEC is a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey.
Leveraging next-gen digital technology, the Company's TTEC Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI and analytics solutions. The Company's TTEC Engage business delivers AI-enhanced customer engagement, customer acquisition and growth, tech support, back office, and fraud prevention services.
Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe. The Company's approximately 54,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.
TTEC has repeatedly been recognized as a top performer in our industry by various group and is the recipient of more than 50 Stevie Awards. Last year, TTEC won the Gold Award for Best Use of Thought Leadership.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 247 words used.
Our People Empowerment Platform (PEP) harnesses the power of generative AI to optimize associate coaching by eliminating guesswork and driving data-backed decision making.
Contact center team leaders are under growing pressure to improve team performance, but have so many tasks on their plates every day that coaching associates often falls to the wayside. Compounding the problem, it’s very difficult to get a clear view of how associates are performing. Traditionally, team leaders must rely on manually pulling and analyzing quality assurance data that gives an extremely limited view.
PEP reinvents how team leaders assess and improve associate performance. Powered by AI, it uses data from previous and current associates to create models of top, mid-tier, and low performers. The models then identify patterns and create playbooks that suggest data-driven actions the team leader can take.
With these recommended actions in hand, leaders can adapt and customize them to create tailored strategies that will improve each individual associate’s performance. Data can identify, for instance, if a certain associate needs to improve his soft skills or needs help identifying cross-sell opportunities during interactions.
A key benefit of PEP is it pulls and analyzes data in real time, which can be transformative for contact centers. Team leaders have dashboards that track associate performance and nearly instantly identify where and how they can improve. And associates have their own dashboards letting them know how they are doing.
All the data is pulled automatically, saving leaders the hassle of doing it manually.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 12 words used.
PEP video: https://ttecvideos.wistia.com/medias/wunci3idbl
Case study: https://www.ttec.com/client-stories/insurance-firm-pumps-sales-10-ai-enhanced-performance-enablement
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 241 words used.
Our PEP solution is revolutionizing how team leaders coach associates to improve performance.
In most contact centers, team leaders traditionally have very little to go on when it comes to assessing associate performance and areas for improvement. In most cases, it comes down to manually combing through quality assurance surveys, which consumes a lot of leaders’ time and gives an extremely narrow view of performance beyond compliance.
Our solution is unique in that it harnesses the power of AI to eliminate guesswork and enable team leaders to make data-backed decisions that drive results. Through a real-time dashboard, team leaders can quickly and easily see how associates are performing and where corrections need to be made. And associates, via their own dashboards, can visualize their performance, see how they stack up compared with teammates, and participate in incentive and rewards programs and contests.
Team leaders have never before had access to this depth of data on associate performance. Our tool not only puts information at their fingertips in real time, but it provides data-backed next actions for leaders to take.
PEP eliminates guesswork, allowing team leaders and associates alike to become more efficient.
It has also generated proven results. When a property and casualty insurance company was spending too much time manually collecting and analyzing performance data, implementing PEP resulted in:
- 23% time savings
- 10% increase in sales conversions
- 6% drop in average handle time
- Improved correlation between behaviors and performance outcomes
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