The Challenge

A global, high-volume online travel platform faced a persistent gap between associate performance data and meaningful coaching action. Coaching was too reactive and generic.

The core problem was fragmentation. Performance data, scorecards, coaching workflows, skills-based guidance, and next-best actions lived in separate systems. Team leaders had to toggle between multiple reports and tabs just to prepare for a single coaching session, making it difficult to quickly identify trends, prioritize the right associates, or take timely and consistent action. Without a unified view connecting behaviors to outcomes, coaching was often reactive and general rather than targeted and proactive.

This fragmentation negatively impacted associates and customers alike. It led to longer handle times, inconsistent support quality, and slower associate improvement on key experience measures. The coaching model lacked the speed and focus the environment demanded.

Our Solution

We implemented TTEC Perform – our award-winning, AI-powered performance enablement platform – as a unified layer that connected scorecards, source data, coaching workflows, task management, and personalized skills-based guidance in a single environment.

TTEC Perform served as a one-stop shop for team leaders, associates, and managers by centralizing all performance management needs into a single, intuitive platform. It brought together performance data, a structured skills taxonomy guide, best practice libraries, recognition tools, and coaching workflows — eliminating the need to navigate multiple systems.

For associates, the tool enhanced ownership and transparency by allowing them to access their individual performance data and revisit previous recorded coaching sessions at any time. From a manager's perspective, it provided clear, consolidated visibility into key coaching performance indicators such as average coaching per associate, acknowledgment rates, task completion, and overall coaching effectiveness

In this case, TTEC Perform connected key metrics to skills, skills to behaviors, and behaviors to targeted coaching actions. It made performance management more than just visible; it made it actionable. Team leaders could see what needed improvement, why it mattered, and exactly what coaching action should follow for each individual associate.

The platform delivered:

• Unified scorecards
• Performance trend views Structured coaching workflows
• Task and reminder functionality
• Associate recognition tools
• Goal tracking
• Recorded coaching sessions
• Skills- and behavior-based coaching guidance

The tool’s "My Task" feature became a standout for team leaders, enabling them to recognize associates who met commitments and follow up with those who missed them — without hunting across separate systems. Associates, meanwhile, gained daily scorecard visibility and could review what to focus on before a coaching session even began, enabling self-coaching between formal touchpoints.

The results

With TTEC Perform, coaching conversations moved from reactive, generic performance discussions to structured sessions built around root cause analysis, focused behaviors, specific metrics, and skill development.

With prior coaching records, performance trends, and behavior data available at the start of each coaching session, preparation was faster and follow-through became more consistent.

Within three months, TTEC Perform delivered measurable, cross-channel performance gains that demonstrated the direct impact of connected, behavior-driven coaching. It helped leaders coach more consistently and gave associates clearer visibility into what to improve.

By the third month, our work was associated with voice average handle time (AHT) calls dropping by 59% and email active time decreasing 66%.

Better-coached associates became more-engaged associates, who outperformed their peers on both quality and efficiency measures.

More than one-third of associates reached quality assurance (QA) goals within a month, about half had reached them by two months, and about 60% reached them by the third month. By the third month, the median time it took associates to reach QA outcome and effort goals was one month.

Beyond the metrics, the qualitative shift was clear: team leaders moved from spending time extracting data to spending time coaching. As one employee put it: "Before, our coaching was centered on discovery and development tracking, but now it's more focused on most impact behaviors, performance visibility, and timely coaching."

Another said, “For me, the biggest value is giving us clear direction on performance, so coaching is timely, focused, and meaningful.”

Another noted the independence the platform created: “It's more convenient for us since we do have the data and we don't need to wait for a coaching for us to have the visibility of our scores."

In the future, we plan to add more real-time performance data (such as revenue, AHT, calls, and chat volume) so associates can track performance throughout the day rather than waiting for daily updates.