TTEC CARES —
Analyze 100% of
customer interactions
in near real-time.
Surface root causes.
Drive measurable business outcomes.
TTEC CARES — Conversation, Analytics, Resolution, Effort & Sentiment — transforms customer conversations into a consistent, scalable measure of experience. By analyzing interactions across the customer journey, CARES gives leaders a clearer view of:
- what customers experience
- what drives the experience
- where action can make the greatest impact
Instead of asking “How did we score?”, CARES helps answer the questions that matter more: What happened? Why did it happen? And what should we do next?
Say hello to Lealand
Get in touch with Lealand to learn more about getting 100% visibility into your interactions.
Move from reactive to proactive
with Quality Intelligence
Traditional Coaching
(Traditional QA)
Random
sampling
Only a small percentage (usually 5-10%) of interactions reviewed
Reactive
feedback
Issues are discovered after they have already occurred
Individual
coaching
Coaching is one-to-one and not always targeted
Weeks to identify process gaps
By the time we see it, it’s already impacting many
Insight-Driven Coaching
(Insights-Driven Quality)
Every interaction monitored
100% of conversation analyzed for insights
Patterns identified immediately
Issues surfaced in near real-time
Targeted coaching opportunities
Coaching the right skills and behaviors at scale
Measure improvement over time
Identify root causes and correct, tracking impact and driving continuous improvement
One CARES score.
Three critical signals.
Every interaction tells a story. CARES brings three of its most important signals together into one actionable measure.
Together, these signals create the CARES Score: a unified measure designed to show the quality of the customer experience at the interaction level and at scale.
RESOLUTION
Did we solve the customer’s need?
Measures whether the interaction delivered the outcome the customer was seeking — exposing repeat-contact risk, unresolved needs, and opportunities to improve first-contact resolution.
EFFORT
How hard did the customer have to work?
Identifies friction throughout the interaction, from repetition and unnecessary steps to process complexity and avoidable transfers.
SENTIMENT
How did the experience make the customer feel?
Captures the customer’s emotional response throughout the conversation, revealing moments that strengthen — or damage — the relationship.
Benefits of TTEC CARES across your organization
CARES turns interaction-level signals into intelligence at every level of the organization.
Executives
See where experience risk and opportunity are emerging.
Operations Leaders
See which processes, contact drivers, and teams require attention.
Team Leaders
See where coaching can have the greatest impact.
Agents
Receive clearer direction on the behaviors that create better customer outcomes.
Results That Move Revenue
A proven path from data
to business impact
CARES turns interaction-level signals into intelligence that can guide operational action and continuous improvement.
-
Discover
Understand the business problem.
Identify key customer intents, connect them to business outcomes, and define how Resolution, Effort, and Sentiment should be interpreted for the program. -
Understand
Turn interactions into insights.
Validate intents, build dashboards, identify coaching opportunities, and surface the patterns and trends that matter. -
Improve
Drive operational change.
Use targeted coaching and feedback, refine processes and call flows, validate improvements, and measure business impact. -
Sustain
Create continuous optimization.
Monitor trends and outcomes, adjust coaching and processes, uncover new opportunities, and continuously improve performance.
TTEC CARES in action
Read about brands realizing measurable impact with TTEC CARES.
Finding the drivers behind negative CARES
How TTEC used the CARES score to pinpoint customer-experience gaps for a major travel e-commerce site.
Read case study
Turn every conversation into better performance
Transform everyday customer conversations into a consistent, scalable measure of experience and operational intelligence.
Read the datasheet