Englewood, CO, United States
Englewood, CO, United States

TeleTech Holdings, Inc. is a global business process outsourcing company headquartered in Englewood, Colorado.Founded by Kenneth D. Tuchman in 1982, the company provides customer strategy, analytics-driven and technology-enabled customer engagement management solutions.The company serves more than 250 global clients across various industries, including the automotive, communications, financial services, government, healthcare, logistics, media and entertainment, retail, technology, travel and transportation industries. As of 2013, TeleTech had 41,000 employees delivering services across 24 countries from 54 delivery centers on five continents. Wikipedia.

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News Article | May 17, 2017
Site: www.prnewswire.com

It used to be that companies used their brands to establish and differentiate their products through one-way broadcast communication. Social media and direct consumer connections have turned this model on its head. To thrive today, companies need to consider customers (and employees) as valuable assets that collaborate and contribute to the company's corporate identity and long-term success. In the experience economy, companies and customers work together to evolve the role of brands. We're all brand strategists now. The articles in this issue illustrate how the concept is being activated across industries: Each quarter, TeleTech publishes its latest thinking in its executive journal, Customer Strategist. It features new ideas, best practices, and real-world examples of customer experience excellence in action. TeleTech (NASDAQ: TTEC) is a leading global provider of customer experience, engagement and growth solutions delivered through a proprietary end-to-end Customer Engagement as a Service offering. Founded in 1982, the Company helps its clients acquire, retain and grow profitable customer relationships. Using customer-centric strategy, technology, processes and operations, TeleTech partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. TeleTech's 48,000 employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TeleTech is bringing humanity to the customer experience, visit TeleTech.com. To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/which-comes-first-the-brand-or-the-customer-experience-300457780.html


News Article | May 17, 2017
Site: www.prweb.com

Cyber M@rketing Services (CRMXchange), in conjunction with the Quality Assurance and Training Connection (QATC) and the Society of Workforce Planning Professionals (SWPP), announced the schedule for their first-of-a-kind Dual-Track Best Practices in Workforce Optimization Virtual Conference, which takes place June 5th – 16th http://www.ecrmevents.com The two week conference features in-depth presentations by leading authorities who can provide solutions to a broad range of everyday operating issues faced by contact center executives and managers. The first week focuses on QA and Analytics strategies such as driving a superior customer experience through consistent quality management and optimal use of call solutions. The second week explores key WFM and performance management initiatives, including scheduling and adapting to the need for a multi-channel workforce. The Conference is fully interactive, with all online presentations available at no cost. By making it possible for all customer care professionals within an organization to participate, the virtual event offers a comprehensive educational opportunity that no on-site conference could duplicate. All sessions are recorded and remain available up to 7 days after the close of the two-week event. This allows registrants who are unable to attend any specific live webcast to benefit from all of the ready-to-use information while adhering to their busy work schedules. This expanded Virtual Contact Center Conference offers 16 thought-provoking live sessions for workforce management and quality professionals. The sessions will be presented by recognized industry experts and respected solution providers: Aspect, Calabrio, CallMiner, inContact, NICE, Verint, and Workflex Solutions. Two Dynamic Keynote Presentations: -- Quality Assurance/Analytics Track: Ensure Quality & Drive Results With an Extraordinary Customer Experience presented by: Glenn Price, Senior Vice President and Global Head of Learning and Performance, TeleTech Consulting -- Workforce and Performance Management Track: Finally! Here's the Answer To: What is the Industry Standard for…? Presented by Maggie Klenke, Founding Partner, The Call Center School ADDITIONAL SESSIONS INCLUDE: QA and Analytics Track: •-Quality is a Contact Sport: Human Intelligence in an Artificial Intelligence World •-Using Quality Management to Better Understand the Customer Experience •-Going Beyond the Form - Roundtable •-Recording, QA, Analytics – How to Tip the Scale in the Right Direction •-4 Ways to Improve the QA Program to Drive Organizational Goals •-Understanding the Voice of the Customer with Engagement Analytics – Case Study WFM and Performance Track: •-12 Instant Actions to Implement Tomorrow to Engage Employees in WFM •-Increasing Agent Recruiting & Retention through Schedule-Change Empowerment •-What You Need to Know about Omni-Channel Workforce Management •-Focus on Real-Time Adherence Roundtable •-Workforce Management 2020: Preparing for the Future •-5 Drivers of Employee Engagement Vicki Herrell, Executive Director of SWPP and QATC will moderate two “Best Practices in 60 Minutes” Roundtables. This format offers useful tips from conference sponsors which participants can implement immediately after the conference. Participants can interact with peers and presenters in the Networking Lounge, and find information on hot topics in the Exhibit Hall. Attendees can download product videos, press releases, and white papers to update their knowledge of everything needed to manage a contact center more efficiently. “Contact center responsibilities were typically handled by different departments. One team took care of quality assurance, another conducted training, and yet another created agent schedules. A disconnected approach no longer works in complex, omnichannel environments,” stated Sheri Greenhaus, Managing Partner of CRMXchange. “We’ve shaped this dual-track conference to encompass all aspects of Workforce Optimization. Participants can take advantage of the benefits of an on-site conference without any registration fees, travel costs or time away from the office.” CRMXchange pioneered the development of virtual conferences for the contact center industry, and has organized and staged successful events since 2008. CRMXchange is the premiere destination for information on relationship management solutions, including customer interaction best practices, CRM programs, training, and other valuable industry resources. For more information about upcoming live events, visit http://www.CRMXchange.com The Quality Assurance & Training Connection (QATC) is a membership association created specifically for quality assurance and training professionals in the call center. The QATC Advisory Board provides leadership and directs many of their activities. The Board is composed of recognized call center leaders and industry experts. http://www.qatc.org The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners across all industries. The Board of Advisors, composed of recognized call center industry leaders and workforce planning experts, provides leadership for SWPP and directs many of its activities.http://www.swpp.org


Patent
TeleTech | Date: 2011-04-12

According to one embodiment, a request is received at a support center a request from a user for registering a product, where the request includes a machine-readable code that uniquely represents the product. In response to the request, the product is identified and product information is compiled based on the machine-readable code without requiring the user to specifically provide the product information. The product information of the identified product is stored in a user asset store associated with the user, where the product information stored in the user asset store is utilized subsequently for supporting identified product.


According to one aspect, a request is received at a support services application programming interface (API) of a support center that provides support services to a plurality of products of a plurality of vendors, where the request is received from a user for support services of a product. In response to the request, a case identifier (ID) is instantly generated that uniquely identifies a current instant support services session associated with the user for supporting the product. A touch plan is dynamically created representing an instance of the support services session, where the touch plan is identified and tracked by the case ID. A communication session is established between an agent and the user to allow the agent to provide support services to the user based on the touch plan.


According to one aspect of the invention, it is determined, at a support center, a relationship between a first product provided by a first vendor and a second product provided by a second vendor. The first and second products have been purchased by a user via a purchasing facility associated with a client of the support center. In response to a first event received from the client or the first vendor indicating a change of the first product, a first message is transmitted to the user on behalf of the client notifying the user the change of the first product. A second message is automatically transmitted to the user offering a support service of a possible change of the second product in view of the relationship between the first and second products, without requiring the user to initiate a request for the support service.


According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. A support service system is to receive a request from the first mobile device of the first user to request a live support service and in response to the request, the support service system is to identify a set of skills required to handle the first product currently navigated by the user. An agent manager to select a support agent having a skill set satisfying the identified skill set. A communications and routing system coupled to the support service system to establish session video chat communications session between the mobile devices of the user and the selected agent.


A service center receives a request from a remote device for a live support session of a product supported by the service center, where the service center provides support services for a plurality of products on behalf of a plurality of product providers. In response to the request, the service center determines one or more preferred agents that are known to a user of the remote device and transmits information representing the preferred agents to the remote device to allow the user to select one of the preferred agents for the live support session. In response to a user selection of an agent, a communications session is established between the user and the selected agent to enable the selected agent to provide live support.


A service center receives a command from a remote device over a network, where the service center provides support services to users on products on behalf clients. Based on the command, a context element of a route sequence map associated with a user of the remote device is identified, where the identified context element is one of context elements of the route sequence map in a hierarchical structure. Each context element having one or more property values specifying at least one of an action to be performed by the service center and a link to one or more child context elements. It is determined whether the identified context element is an action context element or a navigation context element based on one or more property values associated with the identified context element. If so, an action specified by the identified context is performed.


A service center receives a request for activating a subscribed service on a first device that has been registered with the service center, where the service center provides services to a plurality of products on behalf of a plurality of product providers. In response to the request, device information about the registered first device is retrieved from an internal database, where the device information was collected when the first device was registered with the service center. Subscription information including credentials of a user who has subscribed the subscribed service is obtained for authentication. The device information and the credentials are transmitted to a service provider that provides the subscribed service to allow the service provider to activate the subscribed service on the first device, without having the user to directly contact the service provider for activating the subscribed service.


A service center receives a request from a remote device for accessing a learning course describing operations of a product that has been registered with the service center. In response to the request, a media stream representing the learning course is transmitted to the remote device to allow a user of the remote device to navigate the learning course, without requiring the user to directly access a training facility of a product provider associated with the registered product. User interaction with the learning course is tracked and analyzed to generate an analysis result, where the analysis result is utilized to generate or identify a subsequent learning course specifically tailored to the user. The analysis result is transmitted to the product provider to allow the product provider for the purpose of determining customer satisfaction.

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