TTEC Holdings, Inc. - Innovative Use of Technology in Human Resources

Name of Organization / Company: TTEC Holdings, Inc.
Category: Award for the Innovative Use of Technology in Human Resources > All Other Industries

Entry Title: Employee Experience (EX) x Powered by Digital (DX) = Amazing Customer Experience (CX)

In 2019, we activated CultureCX to digitize the end-to-end employee experience which received the APAC GRAND Stevie® Award for Innovative Use of Technology in Human Resources.

CultureCX x COVID-19. COVID-19 moved the majority of our workforce to remote work and required us to further digitize our employee experience, fast! The following HR technology investments were rolled out: (Examples are mostly from the Philippines, which comprises 90% of our APAC employee population)

AutomateNOW: Launched IVA's (intelligent virtual assistants) to automate customer interaction and RDA (robotic desktop automation) and RPA (robotic process automation) to automate business processes and to increase on-site and remote workforce productivity.

1. WorkshareNOW: Workforce intelligence solution that combines case management and intelligent automation
2. EmailNOW: Automation of inbound email processes of up to 100% using a triage based on customer intent using Natural Language
3. SuperviseNOW: Provides eyes and data on remote workforce to enable managers and supervisors to support and manage their teams

• 30% associate productivity savings with automation
• 85 imporovement in FCR
• Up to 90% reduction in AHT
• 16% improvement in CSAT

TrainNOW: Launched secure, AI-enabled training programs and technology to increase speed-to-proficiency with our asynchronous virtual learning content. It features RealPlayTM AI-enabled Learning Solutions, Gamified Training Modules, and 24/7 training support for associates, trainers, and leaders.

• Converted traditional on-site curriculum to engaging virtual training
• Trained 11,990 new hires
• 10,295 successfully graduated employees who were promoted to production, accelerated speed to productivity and proficiency, and continued upskilling and cross-skilling of existing associates.
• 75% increase in speed-to-proficiency
• 57% reduction in onboarding time
• 15% improvement in CSAT
• 18 pts increase in NPS
• RealPlayTM named ‘Disruptive Technology of the Year Award’ in the 2020 CCW Excellence Awards.

GAMIFIED TALENT ENGINE (GTE). GTE is a mobile app to encourage employees to participate in career-growth challenges and unlock monetary privileges and benefits. GTE received +65 employee NPS and have shown an increase in employee engagement and proactiveness in career growth measures.

HEALTH AND WELLNESS. In the Philippines we launched HeyPhil in collaboration with Philcare. HeyPhil is our one-stop-shop mobile app for Digital Consultation, Video Consultation (DigiMed Plus), purchasing of medicines (MedGrocer), and mental health counselling (MindCare)

In 2020, we tracked an increase in telemedicine utilization (54% of our population / 9,870 members) and 12,770 virtual consultation.

EMPLOYEE ENGAGEMENT. We launched several digital employee programs in 2020 for both onsite and @home employees.

• Suicide Awareness Campaign
• Virtual Physical Fitness Campaign - Yoga, Zumba, CrossFit and MixxedFit
• Mosaic – TTEC’s Online Employee Information and Social Interaction Hub
• TeleTech OnAir and #TeleTechStrong - Live broadcast community and social media campaign for employee awareness, support, and for open communication with our management team

DIVERSITY, EQUALITY, AND INCLUSION (DEI) BOT. In Q4 2020, we collaborated with several diversity professionals and experts to develop TTEC’s patent-pending Humanify®DEI+ BOTs. The technology leverage the latest artificial intelligence, machine learning, and data analytics to provide employees with the ability to practice difficult and uncomfortable conversations with an artificial intelligent “human”.

HUMAN EXPERIENCE (HX) CULTURE. We launched a new enterprise people strategy called HX Culture and have enhanced our AI-powered ‘ASK Now’ facility to make it more human-centric. Leveraging the voice of our employees in our technology roadmap, we created a more personalized and intuitive user interface that removes the pressure on our end users. The ultimate goal is for our HX tools to enhance human capabilities and connect us together regardless of our physical locations.

DIGITAL ASSISTANT. The employee favorite Louie is more present than ever. Louie is TTEC employee-facing bot that provides interactive digital training and offers sophisticated and personalized support by means of a Team Leader Digital Assistant, employee milestone achievements, and reminders and quarterly pulse surveys.

Links:
https://view.highspot.com/viewer/60595d28c79c5213dfe513d7