Employee Experience

We help employees deliver amazing customer experiences

Empower your employees to deliver amazing customer experiences
Achieving happiness is a paradox. It doesn’t happen by accident. However, it can’t be manufactured. It must be genuine, authentic, and consistent. When it comes to the customer experience, your frontline employees must be happy to deliver experiences that make your customers happy. At TTEC, happy doesn't mean just pleasant, enthusiastic, or polite. It means supported, appreciated, informed, and empowered. We've built a global platform to foster happiness that guides how we hire, train, and reward our employees. It's called Culture CX, and it continually delivers the highest employee NPS scores in the industry.

What We Do

We use a blended contact centre training approach that combines AI-powered and live learning programs that improve speed-to-proficiency by up to 75% and employee NPS by as much as 18 points.

Employee Experience (EX)

Hiring, Onboarding, Training

Finding and onboarding high-performing employees is both an art and a science. It requires the ability to quickly source candidates who will be the right fit and then onboarding them with the tools and knowledge they need to be successful. Our contact centre training approach is a holistic program that includes an immersive environment where contact centre associates can practice the skills they’ll need, and managers can review detailed performance reporting to provide real-time coaching.

Award-winning training starts here →Learn more→

AI-Powered Training

Today's employees are tech-savvy and operate at their own pace on their preferred device. Our award-winning RealPlay™ bot enables learning anytime and anywhere. Our platform provides more opportunities to practice as learners self-pace their training, during breaks, or at home to be more productive during working hours.

AI-powered training optimisation →Learn more→

AI-Powered Associate Assist

What if you could listen to every interaction and provide real-time coaching for every associate interacting with your customers? With our Associate Assist technology, you can. Associate Assist "listens" to customers, and associates interact on a call, and based on what's asked, displays appropriate responses on-screen – in the exact moment a question is asked.

Empower associates with AI →Learn more→

Managed Learning Services

Our digital managed learning solutions provide personalised and engaging on-demand training activities that gives employees what they need to do their jobs effectively. Our proven and certified managed learning content is ready to be delivered anywhere, anytime, from bite-sized, gamified digital modules to interactive, facilitated sessions.

Engaging learning journeys →Learn more→

Digital Learning Course Catalogue

We design digital courses that support employee development and engagement goals. The digital content embedded in each of our learning series is modular, engaging, immersive, and captivating. With over 200 courses across contact centre training, technology, professional, and management topics, our courses provide an effective training and learning opportunity for you and your team.

View the course catalogue →Learn more→

Knowledge Management

When it comes to helping customers, having the correct information at your fingertips makes it easy. Our comprehensive approach begins with understanding your knowledge database's current state, optimising the content, designing actionable analytics, and then building gamification to make it fun and easy for your frontline teams to use.

Know your customers better →Learn more→

WFI, WFO, WFM

Our Workforce Intelligence (WFI), Workforce Optimisation (WFO), and Workforce Management (WFM) solutions help you make better business decisions, increase productivity and improve service level via staffing, coaching, and performance solutions. With almost four decades managing front line teams, we've assembled a unified and mature WFO suite with unmatched functionality.

Improve productivity and service levels →Learn more→

Outcomes View all Case Studies→

Our award-winning training programs help you launch,
optimise, and scale your contact centre operations

99.4% Information accuracy with
innovative AI-powered
training platform
See how → Read Case Study

111% To goal NPS by
proactively enhancing
client’s knowledge base
See how → Read Case Study

270% Increase in quality score
through simulated
learning environments
See how → Read Case Study

Design
an
employee
culture
that
delivers
results

Happy employees make happy
customers. Make them all smile.

Trends Report

Why Employee Happiness is Good for Business

In this trends report, learn about the undeniable correlation between two corporate variables – a positive work culture and a healthy bottom line – and how return on investment (ROI) equates to return on culture (ROC). Discover why traditional contact centre measurements are flawed, how much employee happiness influences exceptional customer service, and what TTEC’s CultureCX approach is, and how it delivers real bottom line results.

Get the Trends Report →Download now →