Collaborative Learning Solutions Reduce Risk and Cost, Improve Customer Satisfaction
ENGLEWOOD, Colo., Feb 22, 2011 (BUSINESS WIRE) -- TeleTech Holdings, Inc. (NASDAQ: TTEC), one of the largest global providers of business process outsourcing solutions, that drives commerce and differentiates the customer experience, demonstrated two new Learning Innovation solutions today at the International Association for Outsourcing Professionals' (IAOP) "Outsourcing World Summit." These solutions are being used today by select TeleTech clients with breakthrough results.
TeleTech Social Learning harnesses the rich collaborative and tacit knowledge of on-the-job experiences, and applies a private crowdsourcing approach to learning. This innovative social approach reclaims access to critical information through real-time knowledge transfer and ensures continuous learning throughout the lifecycle of an operation. Training can be tested and enhanced on an ongoing basis, improving development timelines by 40 percent or more. In addition, Social Learning significantly reduces the risk and expense traditionally associated with knowledge loss due to employee attrition.
TeleTech Simulated Learning enables new employees to learn in a live operational environment by giving them private access to TeleTech's GigaPOP® cloud contact center. This transforms training from traditional one-way information flow to a live interaction using the same tools and applications veteran employees leverage for customers every day. This positions learners to reach optimal performance levels 30 percent faster. By using TeleTech's live centralized global network, learners experience live customer interactions with other learners from anywhere in the world, as well as track performance metrics for continuous improvement.
"TeleTech's Social Learning product is built on outstanding best practices that have significantly simplified our communications and improved our speed and effectiveness," said one of the early beta Fortune 50 clients for the Social Learning product, "TeleTech delivers accurate, current and comprehensive information to every customer service associate - all at the speed of live conversation."
"In line with changing employee demographics and market needs, TeleTech's newest Learning Innovation products use the principles of collaborative learning, and social information exchange to enhance customer satisfaction at every stage of the customer lifecycle," said Mike Jossi, TeleTech executive vice president of human capital. "Social Learning and Simulated Learning represent a dynamic strategic shift that delivers transformative operational results for our clients."
With the introduction of Simulated Learning and Social Learning, TeleTech extends its Learning Innovations portfolio -- eLearning, Mobile, Video and Leadership Learning - and further differentiates the company's learning expertise. TeleTech's learning experts build customized blended learning solutions based on each client's business goals, budget and situation. TeleTech delivers more than nine million hours of training each year, with exceptional learner satisfaction ratings, creating significant return on investment for its global clientele.
For nearly 30 years, TeleTech and its subsidiaries have helped the world's largest companies achieve their most ambitious goals. As the go-to partner for the Global 1000, the TeleTech group of companies delivers technology-based solutions that maximize revenue, transform customer experiences and optimize business processes. From strategic consulting to operational execution, our more than 42,000 employees drive success for clients in the communications and media, financial services, government, healthcare, technology, transportation and retail industries. Our companies deliver award-winning integrated solutions in support of customer innovation, revenue generation, hosted technology, enterprise innovation, learning innovation and professional services. For additional information, please visit www.teletech.com.
Karen Breen, 303-397-8592
Bob Livingston, 303-397-8958