TTEC - Innovative Use of Technology in Human Resources

Company: TTEC, Pasay City, Metro Manila, Philippines
Category: Award for the Innovative Use of Technology in Human Resources > All Other Industries

Nomination Title: CultureCX Fuels Employee and Client Success

Essay:

For over 37 years, TTEC has combined service design, strategic consulting, technology platforms and operations excellence to deliver experiences that captivate customers and dramatically improve the bottom line. Our success wouldn’t be possible without our 48,000+ employees. We understand that the employee experience, powered by a great digital experience, leads to amazing customer experiences. EX to the power of DX = CX is a formula we live by and enable for our clients. To that end, in 2019 we activated an employee-focused, technology-enabled movement called CultureCX. At its core, the CultureCX movement is all about digitising employee experience to attract, support, and develop motivated individuals who can best represent brands from the inside-out.

Louie Bot
We leveraged the same customer-facing bot technology that wows our clients’ customers to create an ultramodern TTEC employee-facing bot. Affectionately named ‘Louie,’ this clever digital assistant onboards new hires through interactive digital training and offers sophisticated and personalised support by means of a Team Leader Digital Assistant, AI-powered ‘ASK Now’ facility, employee milestone achievements, and reminders and quarterly pulse surveys.

Accelerated Learning
We deployed sandbox learning environments, RealPlay training bot simulations, and wiki-style knowledge bases that reduced employee training time by 30- 50% and boosted speed to proficiency by 15-25%. Most of our contact centre partners realise a 30-40% spend reduction in just three years of continued business.

Digital Professional Development Engine
TTEC University gives our employees 24/7/365 access to 4,500+ e-courses, 16 professionally recognised certifications, and 12 in-house certification programs via mobile-enabled interactive learning, and they can enroll in more than 1,700 instructor-led classes. Last year, we logged 151,000 hours of learning. So, when we say our employees know how to resolve customer issues quickly, effectively and professionally, we mean it.

Gamified Talent Engine
In 2019, TTEC also piloted the Gamified Talent Engine (GTE). It is a mobile app for employees to monitor their earned badges denoting their various career achievements in a fun competitive environment, participate in career-growth challenges, and unlock monetary privileges and fun benefits. GTE received +65 employee NPS and have shown an increase in employee engagement and proactiveness in taking career growth measures.

Super Agent Sidekick
TTEC’s Associate Assist is the “Super Agent Sidekick.” It is an AI-powered assistant that hand-delivers much-needed, problem-solving information to associates all day, every day, creating win-win-win scenarios for the organisation, its staff, and of course – the customer. The tool delivered 11% reduction in average handle time, 4-5% improvement in first contact resolution, and 4-5% increase in Net Promoter Score.

Streamlined & Automated Processes
Intelligent automation solutions that incorporate AI and machine learning to both customers- and agent-facing experiences were also added. TTEC’s Robotic Process Automation (RPA) and Robotic Desktop Automation (RDA) increase business performance by streamlining processes and automating high-volume administrative tasks. These free up employees to focus more on delivering great CX and yield 30-85% savings on operational cost with 3-6 months average ROI for our clients.

Our CultureCX program focuses on the undeniable correlation between two corporate variables – a positive work culture and a healthy bottom line. Together, we can create meaningful employee experiences that drive memorable customer experiences.

Our commitment to employee and customer experience excellence has been recognised through a variety of industry awards and analyst positioning throughout 2019, including: TTEC Named to the Best Company for Diversity 2019 List by Comparably TeleTech Recognised as a Kincentric Best Employer for the Second Consecutive Year in the Philippines TTEC Wins Gold Award for Leadership Development by Brandon Hall Group TTEC Recognised for Use of AI, Machine Learning and Digital Innovation in Learning and Development, Earns Learning Elite Silver Award TTEC Wins Six Stevie Awards, Recognised for Customer Experience Excellence, Multiple Categories TTEC Named a Top 100 Company to Watch for Remote Jobs in 2019

LINKS:
https://investors.ttec.com/news-releases/news-release-details/ttec-named-best-company-diversity-2019-list-comparably
https://investors.ttec.com/news-releases/news-release-details/teletech-recognized-kincentric-best-employer-second-consecutive
https://investors.ttec.com/news-releases/news-release-details/ttec-wins-gold-award-leadership-development-brandon-hall-group
https://investors.ttec.com/news-releases/news-release-details/ttec-recognized-use-ai-machine-learning-and-digital-innovation
https://investors.ttec.com/news-releases/news-release-details/ttec-wins-six-stevier-awards-recognized-customer-experience
https://www.ttec.com/articles/engage-2020-future-customer-care-already-here
https://demos.ttec.com/ccw/
https://ttecvideos.wistia.com/medias/5be9jgy45w https://ttecvideos.wistia.com/medias/k9p8bj5s8d
https://www.ttec.com/resources/white-papers-and-articles/culture-cx