Generation AI: Carla and People Empowerment Platform

Transcript

In the high speed, ever changing world of customer experience where satisfaction is the name of the game, team leaders like Carla find themselves juggling a million tasks and sometimes a few more, leaving little time for the real challenge, continually improving the performance of their teams.

Carla, once a CX all star herself, is a living legend in the contact center with near perfect scores on every client KPI. But now she has one mission, to find out the best way to turn every member of her team into an MVP associate like her. But let's face it, Carla. Manual operational and QA reports aren't very instructional. They offer a limited sample that checks the box on compliance and do very little identifying what is really working on the front lines. That's where our people empowerment platform comes in, a game changing AI enabled approach that's revolutionizing performance driven coaching for CX team leaders while also helping to create a culture of belonging and growth. It uses data from current and previous associates to identify the skills and behaviors of top performers.

It further creates coaching plans that drive data driven coaching for the team leader and actions for the associate to practice. Some associates may need extra training on human connection skills, like how to respond to tough questions or display empathy, while others may need practice on offering a new product or completing a process request. With AI, the root cause becomes clear.

But that's not all. PEP also features AI driven hands on personalized and individualized conversational practice on the specific skills and behaviors associates need to improve on. These on demand learning journeys can be completed within fifteen minutes or less during times of low contact volume. This innovative platform is basically real time x-ray vision for your team's coaching and performance.

So now team leads and coaches don't need to use their sixth sense anymore to figure out who's knocking it out of the park. You can see that in your dashboard, like having a crystal ball that actually works.

Associates like Henry can visualize their own coaching and performance scores and see how they're doing compared to teammates. They can even participate in challenges or contests because who doesn't love a little friendly competition, especially when there's recognition involved.

Okay. That sounds pretty good. But does it really work well? For a financial services client, our people empowerment platform increased by twenty three percent the amount of time team leaders dedicate to targeted coaching conversations, which improved managed agent call rate by ten percent and average handle time by six percent.

Amazing, isn't it? That's like going straight from the bench to being the MVP of the game.

Yes, Carla. In a world where data is key, our people empowerment platform empowers leaders like you to unlock their team's full potential.

Closest thing to a coach-o-matic that doesn't come with a cheesy infomercial.

With AI as the coach's coach, you spend less time investigating performance gaps and more time connecting meaningfully with your associates.

So get ready to embrace the future of CX optimization.

Visit the Generation AI site at ttec.com and help your team deliver amazing customer experiences and drive incredible results.

Thrive in Generation AI with TTEC.