Knowledge Management

New hire training redesign transforms member experience and saves millions in costs

TTEC helped a major regional payer save $1.3M in costs and achieve double-digit CSAT improvements with a redesigned contact center employee training and resources

Powerful knowledge management system leads to improved AHT

TTEC helped a major financial services firm’s fraud and prepaid customer service teams deliver faster and better support with a cutting-edge knowledge management system

Driving better CX through improved employee training

TTEC revamped associate training at a luxury automotive manufacturer to significantly reduce escalated and transferred calls

Strategic knowledgebase optimization leads to better CX and EX

A major healthcare company purged its siloed and outdated knowledgebase, reducing unused articles by more than 90% and helping associates deliver better experiences faster

One-stop-shop knowledgebase quickly improves call quality

TTEC helped Welltok reduce associate frustration and improve the member experience by reprioritizing content

Back office support from India exceeds quality targets

TTEC partnered with a healthcare service provider to expand its operational footprint in India, increasing efficiency in provider data management and exceeding service standards

Enhanced knowledgebase enables associates to seamlessly switch to WFH

We helped a major airline’s loyalty program avoid a decline in performance by equipping associates with a critical tool when they transitioned to working from home