TTEC - Customer Service or Call Center Consulting Practice of the Year
Company: TTEC, Englewood, CO
Company Description: TTEC is a global customer experience company that designs, builds and operates captivating omni-channel customer experiences on behalf of the world’s most innovative brands. The Company provides its outcome-based customer engagement solutions through TTEC Digital (customer experience consulting and technology solutions ( and TTEC Engage (customer care, growth, trust and safety services).
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Customer Service or Call Center Consulting Practice of the Year
Nomination Title: Delivering Concierge Services in Healthcare Through Enhanced Technology and Training
Tell the story about what this nominated organization has achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION
GE Healthcare provides transformational medical technologies and services that are shaping a new age of patient care. Their expertise lies in medical imaging and information technologies, medical diagnostics, patient monitoring systems, drug discovery, biopharmaceutical manufacturing technologies, performance improvement and performance solutions services.
GE Healthcare engaged TTEC to deliver optimization across the customer experience and within the contact center. TTEC began with a strategic assessment of the situation from TTEC’s CX consulting team, with goals to improve quality scores and overall operational efficiency in the contact center. The team designed an action plan to create a new a centralized content governance model, supported by a new knowledge management system, properly structured knowledge content, and an overhauled training and onboarding program.
“The technology enhancements that TTEC is introducing will enable our customers to submit a service request in the manner they prefer, including web, text and chat capabilities,” says Rob Reilly, Vice President and General Manager, U.S. & Canada Services, GE Healthcare.