The Beat
at the
Heart
of
4 ABOUT US
Get to know us a little better! Hang
6 Lead every day: Wondering what goes on at TTEC?
WE ARE LEADERS Well, here’s your chance to get hat here!
We think like shepherds, not sheep! behind the scenes!
22 Reach for amazing:
WE ARE GO-GETTERS
Good is not good enough! Just like any family, we have the things
34 Act as one: that define us, that make us unique,
WE ARE ONE that make us TTEC. And we’re here
No worries, we have to tell you all about them... about our
your back! thoughts, our beliefs, our stories and
our unwritten rules. (Okay, maybe
they’re not so unwritten anymore).
This book isn’t as much about what we
do as who we are and who we aspire to
be. It’s about the purpose that drives
us, the values that guide us and the
humanity that connects us. Here, we
expect a lot of ourselves, and we love
to work with people who expect a lot
of themselves too. If by the time you
finish reading this, you think to yourself
“Hey, that sounds like me” then great!
TTEC could be the perfect place to
hang your hat. If not, no worries. We
wish you well in finding the place that’s
76 WE ARE the perfect fit for you.
Hi!
GIVING I’m Louie,
Makin’ it good in Ready to get that inside view? Then grab your friendly
our neighborhood. a snack, settle in, and take a tour with guide.
64 Do the right thing:
WE ARE ETHICAL our buddy Louie to learn more about the
Don’t know what’s right? guiding principles and amazing people
Don’t do what’s wrong! that are at the heart of TTEC!
56 Live life passionately:
WE ARE PASSIONATE
Live big or go home.
50 Seek first to understand:
WE ARE OPEN-MINDED
There are two sides to every story.
4 ABOUT US
Get to know us a little better! Hang
6 Lead every day: Wondering what goes on at TTEC?
WE ARE LEADERS Well, here’s your chance to get hat here!
We think like shepherds, not sheep! behind the scenes!
22 Reach for amazing:
WE ARE GO-GETTERS
Good is not good enough! Just like any family, we have the things
34 Act as one: that define us, that make us unique,
WE ARE ONE that make us TTEC. And we’re here
No worries, we have to tell you all about them... about our
your back! thoughts, our beliefs, our stories and
our unwritten rules. (Okay, maybe
they’re not so unwritten anymore).
This book isn’t as much about what we
do as who we are and who we aspire to
be. It’s about the purpose that drives
us, the values that guide us and the
humanity that connects us. Here, we
expect a lot of ourselves, and we love
to work with people who expect a lot
of themselves too. If by the time you
finish reading this, you think to yourself
“Hey, that sounds like me” then great!
TTEC could be the perfect place to
hang your hat. If not, no worries. We
wish you well in finding the place that’s
76 WE ARE the perfect fit for you.
Hi!
GIVING I’m Louie,
Makin’ it good in Ready to get that inside view? Then grab your friendly
our neighborhood. a snack, settle in, and take a tour with guide.
64 Do the right thing:
WE ARE ETHICAL our buddy Louie to learn more about the
Don’t know what’s right? guiding principles and amazing people
Don’t do what’s wrong! that are at the heart of TTEC!
56 Live life passionately:
WE ARE PASSIONATE
Live big or go home.
50 Seek first to understand:
WE ARE OPEN-MINDED
There are two sides to every story.
OUR PURPOSE
Let’s start with
why we’re here
in the first place!
TTEC’s purpose is “To Deliver Humanity to Business.” We deliver humanity to business
What does that mean? Let’s break it down... better than anyone else. That’s what
we do — and we’re proud of it.
We’re also proud of the values that guide us.
In fact, we them so much, this book is centered around them!
As you read through, you’ll notice each section is color-coded. This color —
as well as the section’s content — ties to one of our values, Cool, right?
TO DELIVER HUMANITY TO BUSINESS
We don’t just promise. That’s what we DELIVER. We strive to deliver humanity
We deliver on the promise,,, Technology plays an important to everyone with whom we Lead Reach for Act as Seek first to Live life Do the
via incredible people… role in interacting with others, do business. This includes our every day amazing one understand passionately right thing
via innovative technology… but by itself it is just cold own business, our partners,
via sheer effort, expertise equipment and faceless data. the brands we represent and
and passion. We humanize interactions by the customers they serve
delivering what makes them as well as the community
meaningful: Personal connection. organizations that we support.
Authenticity. Compassion.
A willingness to walk in the
customer’s shoes. Our ultimate
goal is to create experiences that
are so differentiated that they
create emotional connections
that drive customers back to the
brand again and again. Now, let’s talk about who we are...
4 The TTEC Beat at the Heart of TTEC The TTEC Beat at the Heart of TTEC 5
OUR PURPOSE
Let’s start with
why we’re here
in the first place!
TTEC’s purpose is “To Deliver Humanity to Business.” We deliver humanity to business
What does that mean? Let’s break it down... better than anyone else. That’s what
we do — and we’re proud of it.
We’re also proud of the values that guide us.
In fact, we them so much, this book is centered around them!
As you read through, you’ll notice each section is color-coded. This color —
as well as the section’s content — ties to one of our values, Cool, right?
TO DELIVER HUMANITY TO BUSINESS
We don’t just promise. That’s what we DELIVER. We strive to deliver humanity
We deliver on the promise,,, Technology plays an important to everyone with whom we Lead Reach for Act as Seek first to Live life Do the
via incredible people… role in interacting with others, do business. This includes our every day amazing one understand passionately right thing
via innovative technology… but by itself it is just cold own business, our partners,
via sheer effort, expertise equipment and faceless data. the brands we represent and
and passion. We humanize interactions by the customers they serve
delivering what makes them as well as the community
meaningful: Personal connection. organizations that we support.
Authenticity. Compassion.
A willingness to walk in the
customer’s shoes. Our ultimate
goal is to create experiences that
are so differentiated that they
create emotional connections
that drive customers back to the
brand again and again. Now, let’s talk about who we are...
4 The TTEC Beat at the Heart of TTEC The TTEC Beat at the Heart of TTEC 5
At TTEC, everyone is empowered to take the lead.
Every position. Every gender. Every age. Every time.
We believe that leadership is demonstrated
by one’s attitude and actions and that to be
What do you think goes a leader one must be incredibly intentional
into being a leader? and authentic. We also believe that
Here’s our view on
leadership. (Let’s leadership isn’t just about leading people.
compare notes after!) It’s about taking the lead in situations too.
Whether we’re executives running a division
of the company, team leads coaching team
members, consultants advising clients,
technology employees organizing a food
drive or administrative employees carrying
out our day-to-day responsibilities, we’re all
taking the lead in our own way. And we’re all
driving toward the same goal — to make a
positive impact!
6 Lead every day Lead every day 7
At TTEC, everyone is empowered to take the lead.
Every position. Every gender. Every age. Every time.
We believe that leadership is demonstrated
by one’s attitude and actions and that to be
What do you think goes a leader one must be incredibly intentional
into being a leader? and authentic. We also believe that
Here’s our view on
leadership. (Let’s leadership isn’t just about leading people.
compare notes after!) It’s about taking the lead in situations too.
Whether we’re executives running a division
of the company, team leads coaching team
members, consultants advising clients,
technology employees organizing a food
drive or administrative employees carrying
out our day-to-day responsibilities, we’re all
taking the lead in our own way. And we’re all
driving toward the same goal — to make a
positive impact!
6 Lead every day Lead every day 7
& FOUNDER
OUR #1 LEADER
And this was
When this was cool… customer service…
Ken Tuchman, our CEO,
founded the company in 1982…
Ken has been around since the beginning… so that makes him the most
tenured employee around here. He’s passionate about our purpose,
giving back and healthy food. (Don’t worry, that food thing isn’t
contagious, though we highly encourage it!)
Ken knew there had to be a way to provide customers
a better experience. When he couldn’t find it, he built a
business that would deliver it! A CEO’s job is to create a
nurturing environment
Now, more than 50,000 of us follow his lead (and take the
lead) in creating great experiences, not just for customers, for people to grow. Ken and Max
but also for our communities and each other EVERY DAY!
- Ken Tuchman
8 Lead every day Lead every day 9
& FOUNDER
OUR #1 LEADER
And this was
When this was cool… customer service…
Ken Tuchman, our CEO,
founded the company in 1982…
Ken has been around since the beginning… so that makes him the most
tenured employee around here. He’s passionate about our purpose,
giving back and healthy food. (Don’t worry, that food thing isn’t
contagious, though we highly encourage it!)
Ken knew there had to be a way to provide customers
a better experience. When he couldn’t find it, he built a
business that would deliver it! A CEO’s job is to create a
nurturing environment
Now, more than 50,000 of us follow his lead (and take the
lead) in creating great experiences, not just for customers, for people to grow. Ken and Max
but also for our communities and each other EVERY DAY!
- Ken Tuchman
8 Lead every day Lead every day 9
We’re proud to be leaders in HEY
customer experience. The best
part of pioneering an industry
is that you get to do things that CUS
have never been done before Marie Dixon
that transform and redefine the 25 years
customer experience! TOM Helene
22 years
Here are just a few of the things we’re ER EX Kirchgessner
proud of being one of the first in the
customer experience industry to do: Beth Mitchell
23 years
• Putting our stamp on it: We inserted postage- PERI Tim Weber
prepaid reply cards in magazines. 22 years
• World, here we come: We were the first to open
care centers in Mexico and the Philippines.
• Join us!: We automated our recruitment process,
helping put Taleo on the map! ENCE
• ET phone home: We used Computer Telephony Jason Wells
• Good things come in threes: We used a third-party INDU Ingrid Guenther David Swaisgood Maximina Cortes
22 years
Integration (CTI), which enables computers to
26 years
interact with telephones.
• Rising above the competition: We went to the
technology Cloud.
23 years
• For singles only: We used Single Number Service STRY, 30 years
verification system (for the divestiture of AT&T).
• Who says nothing in life is free? We made using
toll-free numbers a thing.
22 years
(SNS)—a service where you prepay every month Holly Carmichael Nancy Scott
20 years
for unlimited usage on a circuit. we’re
• Hello, friends: We interacted with our employees
via social media. heeeere! Let’s face it, when it comes to taking
• And more! an industry by storm, it takes a village.
In fact, the industry and our company has transformed so much since the early days that we even We have many employees who have
evolved our name from TeleTech to TTEC to reflect this transformation. Customers no longer just reach been here since the early days who have
brands through the “tele”phone and direct mail, but also online, via chat, on social media and through been an important part of our company’s
mobile apps. We feel TTEC (our stock symbol since going public in 1996) better reflects this omnichannel evolution. Here are just some of the co-
environment. There is only one place –the Philippines—that we kept our heritage name. Why, you pioneers who have been with TTEC for
wonder? The answer is simple. We just couldn’t give up the power of our name that developed during our more than two decades!
longstanding presence there. But rest assured, we are one company with one purpose.
10 Lead every day Lead every day 11
We’re proud to be leaders in HEY
customer experience. The best
part of pioneering an industry
is that you get to do things that CUS
have never been done before Marie Dixon
that transform and redefine the 25 years
customer experience! TOM Helene
22 years
Here are just a few of the things we’re ER EX Kirchgessner
proud of being one of the first in the
customer experience industry to do: Beth Mitchell
23 years
• Putting our stamp on it: We inserted postage- PERI Tim Weber
prepaid reply cards in magazines. 22 years
• World, here we come: We were the first to open
care centers in Mexico and the Philippines.
• Join us!: We automated our recruitment process,
helping put Taleo on the map! ENCE
• ET phone home: We used Computer Telephony Jason Wells
• Good things come in threes: We used a third-party INDU Ingrid Guenther David Swaisgood Maximina Cortes
22 years
Integration (CTI), which enables computers to
26 years
interact with telephones.
• Rising above the competition: We went to the
technology Cloud.
23 years
• For singles only: We used Single Number Service STRY, 30 years
verification system (for the divestiture of AT&T).
• Who says nothing in life is free? We made using
toll-free numbers a thing.
22 years
(SNS)—a service where you prepay every month Holly Carmichael Nancy Scott
20 years
for unlimited usage on a circuit. we’re
• Hello, friends: We interacted with our employees
via social media. heeeere! Let’s face it, when it comes to taking
• And more! an industry by storm, it takes a village.
In fact, the industry and our company has transformed so much since the early days that we even We have many employees who have
evolved our name from TeleTech to TTEC to reflect this transformation. Customers no longer just reach been here since the early days who have
brands through the “tele”phone and direct mail, but also online, via chat, on social media and through been an important part of our company’s
mobile apps. We feel TTEC (our stock symbol since going public in 1996) better reflects this omnichannel evolution. Here are just some of the co-
environment. There is only one place –the Philippines—that we kept our heritage name. Why, you pioneers who have been with TTEC for
wonder? The answer is simple. We just couldn’t give up the power of our name that developed during our more than two decades!
longstanding presence there. But rest assured, we are one company with one purpose.
10 Lead every day Lead every day 11
It’s human nature to reach,
to grow, to dream BIG!
TTEC has always been a breeding ground for At TTEC, there isn’t a pre-packaged formula for
industry leaders. Many of today’s top executives achieving success. Leaders can emerge from any
in customer experience began their careers at position, including a customer service associate
TTEC during its early, pioneering days and have role where one learns firsthand what it takes to
since gone on to help transform the industry. keep customers happy. We even have a platform
Meanwhile, we continue to develop new leaders. that matches employee’s career aspirations with
opportunities within the company. We call it
iAspire. Here are just a few of our colleagues who
aspired to—and reached—leadership positions at
TTEC, and the list keeps growing.
Paul Andrew Doctolero Arthur Nowak
Hired: 2005 as a tech Susan Frye Hired: 1999 as a customer
support associate Hired: 2000 as a tech service associate Michael Stefankski Judith Almendra
Current role: support associate Current role: Hired: 1998 as an associate Hired: 2007 as a Human
Energizes our 20,000 Lamont Exeter Current role: Innovator responsible for Capital senior manager
employees in the Philippines Hired: 1997 as an associate Delivers outstanding Lynette Koronowski CultureCX differentiating Current role: Current role:
with culture, passion, customer, associate, and Hired: 1997 as an associate our 80+ locations from our Stephen Parowski Responsible for expanding Leads Human Capital and
TTEC’s family into 30+
teamwork, and community. Oversees an award- client experiences for five Current role: competitors and elevating Hired: 1997 as a new locations. Talent Acquisition functions
Current role:
the roles of our 45,000
winning global team that financial services programs, Leads an international team employees globally. program manager that attracts, recruits
in eight global locations.
solves clients’ learning of exceptional learning Current role: and retains our family of
development and knowledge design professionals that Expands secure and robust 50,000+ employees
management situations. deliver innovative CX digital solutions to US
solutions worldwide. Federal clients.
12 Lead every day Lead every day 13
It’s human nature to reach,
to grow, to dream BIG!
TTEC has always been a breeding ground for At TTEC, there isn’t a pre-packaged formula for
industry leaders. Many of today’s top executives achieving success. Leaders can emerge from any
in customer experience began their careers at position, including a customer service associate
TTEC during its early, pioneering days and have role where one learns firsthand what it takes to
since gone on to help transform the industry. keep customers happy. We even have a platform
Meanwhile, we continue to develop new leaders. that matches employee’s career aspirations with
opportunities within the company. We call it
iAspire. Here are just a few of our colleagues who
aspired to—and reached—leadership positions at
TTEC, and the list keeps growing.
Paul Andrew Doctolero Arthur Nowak
Hired: 2005 as a tech Susan Frye Hired: 1999 as a customer
support associate Hired: 2000 as a tech service associate Michael Stefankski Judith Almendra
Current role: support associate Current role: Hired: 1998 as an associate Hired: 2007 as a Human
Energizes our 20,000 Lamont Exeter Current role: Innovator responsible for Capital senior manager
employees in the Philippines Hired: 1997 as an associate Delivers outstanding Lynette Koronowski CultureCX differentiating Current role: Current role:
with culture, passion, customer, associate, and Hired: 1997 as an associate our 80+ locations from our Stephen Parowski Responsible for expanding Leads Human Capital and
TTEC’s family into 30+
teamwork, and community. Oversees an award- client experiences for five Current role: competitors and elevating Hired: 1997 as a new locations. Talent Acquisition functions
Current role:
the roles of our 45,000
winning global team that financial services programs, Leads an international team employees globally. program manager that attracts, recruits
in eight global locations.
solves clients’ learning of exceptional learning Current role: and retains our family of
development and knowledge design professionals that Expands secure and robust 50,000+ employees
management situations. deliver innovative CX digital solutions to US
solutions worldwide. Federal clients.
12 Lead every day Lead every day 13
We don’t always start our day at the stroke of 8 a.m.
and quit when the dinner bell rings. It’s in our nature
to react to everything with an inner sense of urgency,
he city
that
T
The city that no matter what the clock says.
That means we’re responsive when an important matter
arises, a deadline looms, or a colleague needs assistance
or an answer — even if we’re out of the office. And if
sleeps we’re unavailable to respond to messages, we make
sleeps
sure we’re covered so no one’s left hanging.
However, we also recognize the value of balance,
so when the pressure’s off we find the time to
play as hard as we work and have some
fun along the way!
I’ll just wait here until
someone answers
At TTEC, no one should grow more than
a day older waiting for a response.
Playing Foosball in Bulgaria
As a global company, we’re always on. When one of us is going to bed,
a co-worker halfway around the world has already had their coffee
Spreading Christmas cheer in London
(or tea) and is ready to grab the baton and run with it. Tele Tech Idol in the Philippines
14 Lead every day Lead every day 15
We don’t always start our day at the stroke of 8 a.m.
and quit when the dinner bell rings. It’s in our nature
to react to everything with an inner sense of urgency,
he city
that
T
The city that no matter what the clock says.
That means we’re responsive when an important matter
arises, a deadline looms, or a colleague needs assistance
or an answer — even if we’re out of the office. And if
sleeps we’re unavailable to respond to messages, we make
sleeps
sure we’re covered so no one’s left hanging.
However, we also recognize the value of balance,
so when the pressure’s off we find the time to
play as hard as we work and have some
fun along the way!
I’ll just wait here until
someone answers
At TTEC, no one should grow more than
a day older waiting for a response.
Playing Foosball in Bulgaria
As a global company, we’re always on. When one of us is going to bed,
a co-worker halfway around the world has already had their coffee
Spreading Christmas cheer in London
(or tea) and is ready to grab the baton and run with it. Tele Tech Idol in the Philippines
14 Lead every day Lead every day 15
...creators of their own map!
Unlike in the Beatles song, we don’t need anyone to hold
our hand. Sure, we’ll ask for help when we really need it
TTEC and we’re more than happy to offer it, but overall we’re a
pretty independent bunch. Once someone points us in the
right direction, we use our own internal compass to get
ourselves and our team to the right destination.
Be the leader you
✨ would follow.
...people who walk the talk! Are you the leader
How we lead has a direct influence on how those we’re looking for?
on our team lead. What we say doesn’t always
mean a whole lot. It’s how we say it — and our • Do you exude enthusiasm?
actions — that count. If we want people to be • Is your behavior motivational to others?
nice to us, we need to be nice to them. If we want • Do you have a strong work ethic?
others to follow our values, we need to live them. • Are you accepting of others?
If we want others to have a good work ethic, we • Do you offer solutions, not problems?
must have one ourselves. It’s pretty simple, really. • Are you a creative thinker?
We set the standard — then walk our talk. • Do you align with our values?
...assertive!
That doesn’t mean being aggressive,
disrespectful or, ummm — how do we say this A leader takes people
nicely — a JERK. It means having confidence
to speak up and share your opinion, even where they want to go.
if your ideas aren’t the most popular in the A great leader takes
room. It means being direct and honest, while
still being appropriate and considerate of people where they don’t
other people’s opinions — whether it’s a client, necessarily want to go,
executive or frontline employee. This is how
we’re able to advance our business, and our but ought to be.
clients’ business, from ordinary to cutting We try to eat healthy whenever possible
edge, from average to exceptional. - Rosalynn Carter
whenever there’s not cake
16 Lead every day Lead every day 17
...creators of their own map!
Unlike in the Beatles song, we don’t need anyone to hold
our hand. Sure, we’ll ask for help when we really need it
TTEC and we’re more than happy to offer it, but overall we’re a
pretty independent bunch. Once someone points us in the
right direction, we use our own internal compass to get
ourselves and our team to the right destination.
Be the leader you
✨ would follow.
...people who walk the talk! Are you the leader
How we lead has a direct influence on how those we’re looking for?
on our team lead. What we say doesn’t always
mean a whole lot. It’s how we say it — and our • Do you exude enthusiasm?
actions — that count. If we want people to be • Is your behavior motivational to others?
nice to us, we need to be nice to them. If we want • Do you have a strong work ethic?
others to follow our values, we need to live them. • Are you accepting of others?
If we want others to have a good work ethic, we • Do you offer solutions, not problems?
must have one ourselves. It’s pretty simple, really. • Are you a creative thinker?
We set the standard — then walk our talk. • Do you align with our values?
...assertive!
That doesn’t mean being aggressive,
disrespectful or, ummm — how do we say this A leader takes people
nicely — a JERK. It means having confidence
to speak up and share your opinion, even where they want to go.
if your ideas aren’t the most popular in the A great leader takes
room. It means being direct and honest, while
still being appropriate and considerate of people where they don’t
other people’s opinions — whether it’s a client, necessarily want to go,
executive or frontline employee. This is how
we’re able to advance our business, and our but ought to be.
clients’ business, from ordinary to cutting We try to eat healthy whenever possible
edge, from average to exceptional. - Rosalynn Carter
whenever there’s not cake
16 Lead every day Lead every day 17
We’re a family at TTEC and, like most
families, we try to be there for each other
no matter what it is or what the clock Lea is my manager, and
says. Our managers and team leads are
a great support system for their teams. I just want to take a she has inspired me since
Here are just a few comments made by Day 1. She has taught
TTEC employees when asked: moment to give a shout me how to be a leader,
out about our service and how to hold myself
Who would delivery manager, accountable. Lea comes
George. I’ve worked in
you hashtag as several brick and mortars to every situation with
guidance, support, and
where the managers
#GreatLeader? ensure that operations experience and allows
for self-discovery — she
run smoothly... from exemplifies LEADership -
their office. George is Your team loves you Lea!
always on the floor. Thank you for showing
Recently, he took a us how to be a leader in
podium out to the order to lead others.
center of the floor and
leads from there. He - Christina, Talent Acquisition,
McAllen, TX
maintains high visibility
This colleague from Belfast looks ready and high engagement
and willing to take the lead. Just follow him. with all of our advocates
and builds relationships #GreatLeader
with them. You can ask
him about almost any
one of them and he can
tell you a bit of their
personal story.
⭐ Anyone who says “Not my job” - Scott, Team Lead,
is Not a “#Greatleader”
Sherwood, AR
18 Lead every day Lead every day 19
We’re a family at TTEC and, like most
families, we try to be there for each other
no matter what it is or what the clock Lea is my manager, and
says. Our managers and team leads are
a great support system for their teams. I just want to take a she has inspired me since
Here are just a few comments made by Day 1. She has taught
TTEC employees when asked: moment to give a shout me how to be a leader,
out about our service and how to hold myself
Who would delivery manager, accountable. Lea comes
George. I’ve worked in
you hashtag as several brick and mortars to every situation with
guidance, support, and
where the managers
#GreatLeader? ensure that operations experience and allows
for self-discovery — she
run smoothly... from exemplifies LEADership -
their office. George is Your team loves you Lea!
always on the floor. Thank you for showing
Recently, he took a us how to be a leader in
podium out to the order to lead others.
center of the floor and
leads from there. He - Christina, Talent Acquisition,
McAllen, TX
maintains high visibility
This colleague from Belfast looks ready and high engagement
and willing to take the lead. Just follow him. with all of our advocates
and builds relationships #GreatLeader
with them. You can ask
him about almost any
one of them and he can
tell you a bit of their
personal story.
⭐ Anyone who says “Not my job” - Scott, Team Lead,
is Not a “#Greatleader”
Sherwood, AR
18 Lead every day Lead every day 19
Storytime . . .
Val Farlow’s leadership style makes
a lasting impression
One sign of a great leader is the ability to take Thanks to Val’s leadership style and ability
the reins wherever one goes, even when it’s into to not only adapt to the Philippine culture
unfamiliar territory. This is definitely true of Val but understand what makes it great, she was
Farlow, SVP, Operations, who has been with TTEC able to transform the flagging program into
since 2007. Val traveled to the Philippines to something wildly successful. Her team and
support a client program that was having some those affected by her influence will carry her
challenges and immediately took ownership, legacy of servant leadership with them as they
rolling up her sleeves and digging into the details grow here at TTEC and wherever their career
of the operation and how she could help. may take them.
Those who work closely with Val describe her Val exemplifies a willingness to both learn
Women of TTEC: as firm, fair, and patient — even when facing from and mentor those around her that proves
tough situations. She embraces ‘servant
true leadership doesn’t always follow an
“What glass ceiling?” leadership’ by putting others first and cheering organization chart.
on their achievements without seeking
recognition for herself.
We believe our strength lies in our diversity —
so women won’t find any glass ceilings around The legacy of servant
here! We have many women in leadership
positions. We also have a Women in Leadership leadership Val has
forum that enables the savvy, insightful females
of TTEC across the globe to network, share created for those who
their stories and help each other navigate know her will be carried
through their careers. (Of course, all genders
are welcome in the group. After all, that’s what on wherever in the
being inclusive is all about!) as our leaders prove at our Leadership world they may go.
We’re not confined to stereotypical roles
Pancake Breakfast, where they cook for
HQ employees. Val Farlow
20 Lead every day Lead every day 21
Storytime . . .
Val Farlow’s leadership style makes
a lasting impression
One sign of a great leader is the ability to take Thanks to Val’s leadership style and ability
the reins wherever one goes, even when it’s into to not only adapt to the Philippine culture
unfamiliar territory. This is definitely true of Val but understand what makes it great, she was
Farlow, SVP, Operations, who has been with TTEC able to transform the flagging program into
since 2007. Val traveled to the Philippines to something wildly successful. Her team and
support a client program that was having some those affected by her influence will carry her
challenges and immediately took ownership, legacy of servant leadership with them as they
rolling up her sleeves and digging into the details grow here at TTEC and wherever their career
of the operation and how she could help. may take them.
Those who work closely with Val describe her Val exemplifies a willingness to both learn
Women of TTEC: as firm, fair, and patient — even when facing from and mentor those around her that proves
tough situations. She embraces ‘servant
true leadership doesn’t always follow an
“What glass ceiling?” leadership’ by putting others first and cheering organization chart.
on their achievements without seeking
recognition for herself.
We believe our strength lies in our diversity —
so women won’t find any glass ceilings around The legacy of servant
here! We have many women in leadership
positions. We also have a Women in Leadership leadership Val has
forum that enables the savvy, insightful females
of TTEC across the globe to network, share created for those who
their stories and help each other navigate know her will be carried
through their careers. (Of course, all genders
are welcome in the group. After all, that’s what on wherever in the
being inclusive is all about!) as our leaders prove at our Leadership world they may go.
We’re not confined to stereotypical roles
Pancake Breakfast, where they cook for
HQ employees. Val Farlow
20 Lead every day Lead every day 21
Can’t is a “four letter word” around here
We are... Like our CEO’s mama always said, “the “n” high enough, go far enough and believe strongly
GO-GETTERS today’s world, good just doesn’t cut it either. what was once considered impossible!
enough, we can achieve not only the possible but
and “t” in “can’t” stands for “Never Try.” And in
That’s why TTEC is made up of go-getters who
make amazing things
possible, whether it’s
coming up with a great
solution for a client or To infinity
overcoming a seemingly and beyond!
unmovable obstacle.
If you were to look up
the word “amazing”
in the thesaurus, you
would find words like
“astonishing,” and “incredible.” Amazing goes
“beyond.” Beyond average. Beyond ordinary.
Often beyond what people think is possible. That’s
what we reach for at TTEC. Our culture is to never
accept “can’t” because, ultimately, if we reach
The difference between mediocrity and
excellence is often a matter of effort
- Diana Waring
Mediocre: Something that isn’t good, but isn’t bad;
just barely adequate.
Good: Satisfactory in quality; okay with staying the same.
Excellent: Extremely good; outstanding.
Amazing: Something that is sooooo good it surprises
and delights you; TTEC.
22 Reach for amazing Reach for amazing 23
Can’t is a “four letter word” around here
We are... Like our CEO’s mama always said, “the “n” high enough, go far enough and believe strongly
GO-GETTERS today’s world, good just doesn’t cut it either. what was once considered impossible!
enough, we can achieve not only the possible but
and “t” in “can’t” stands for “Never Try.” And in
That’s why TTEC is made up of go-getters who
make amazing things
possible, whether it’s
coming up with a great
solution for a client or To infinity
overcoming a seemingly and beyond!
unmovable obstacle.
If you were to look up
the word “amazing”
in the thesaurus, you
would find words like
“astonishing,” and “incredible.” Amazing goes
“beyond.” Beyond average. Beyond ordinary.
Often beyond what people think is possible. That’s
what we reach for at TTEC. Our culture is to never
accept “can’t” because, ultimately, if we reach
The difference between mediocrity and
excellence is often a matter of effort
- Diana Waring
Mediocre: Something that isn’t good, but isn’t bad;
just barely adequate.
Good: Satisfactory in quality; okay with staying the same.
Excellent: Extremely good; outstanding.
Amazing: Something that is sooooo good it surprises
and delights you; TTEC.
22 Reach for amazing Reach for amazing 23
Reaching for Amazing
Go-getters who
never said “can’t.”
No one can do something like this perfectly their first try. Attaining this level of expertise takes many failed
attempts. It takes constant practice, a deep commitment and a whole lot of courage. These people put in
beyond ordinary effort to accomplish beyond ordinary feats.
Life has two rules Despite being severely injured during an Olympics marathon,
this Tanzanian Olympian finished the race more than an hour
#1 Never quit behind his competitors. When asked why he continued, he
said, “My country did not send me 10,000 miles just to start
the race; they sent me to finish the race.“
#2 Remember rule #1 Life is not about how many times
you fall down. It’s about how
many times you get back up.
Inspirational teen, - Jaime Escalante
Darius Simmons,
epitomizes “Never say
can’t.” He has three In the Lipa Service Center in the Philippines, Ciara was not liable for the debt. The problem was that
fingers on one hand, received an escalated call. A customer needed a it usually takes seven business days to clear a
one on the other and default status removed from her default from a credit report and the customer
two prosthetic legs, but credit bureau report. Otherwise, needed it cleared that day. Ciara
that didn’t stop him she wouldn’t be able to get the went above and beyond to work
from teaching himself financing she needed to pay her with the credit management
how to play the piano. mortgage that was in arrears and business specialists to resolve
He believes that “if would lose her home. She had the problem in just a few hours.
you set your mind to received the default because a Because Ciara “Reached
something, you really credit wasn’t properly applied to for Amazing” and added
can do it.” Not only did her account at the TTEC client value beyond metrics, the
Check out this inspirational clip. he learn how to play, Ciara was representing. Ciara customer was able to keep
(Online version only.) he made it all the way investigated and determined her home. She likely also
became a customer for life!
to Carnegie Hall.
that, indeed, the customer
24 Reach for amazing Reach for amazing 25
Reaching for Amazing
Go-getters who
never said “can’t.”
No one can do something like this perfectly their first try. Attaining this level of expertise takes many failed
attempts. It takes constant practice, a deep commitment and a whole lot of courage. These people put in
beyond ordinary effort to accomplish beyond ordinary feats.
Life has two rules Despite being severely injured during an Olympics marathon,
this Tanzanian Olympian finished the race more than an hour
#1 Never quit behind his competitors. When asked why he continued, he
said, “My country did not send me 10,000 miles just to start
the race; they sent me to finish the race.“
#2 Remember rule #1 Life is not about how many times
you fall down. It’s about how
many times you get back up.
Inspirational teen, - Jaime Escalante
Darius Simmons,
epitomizes “Never say
can’t.” He has three In the Lipa Service Center in the Philippines, Ciara was not liable for the debt. The problem was that
fingers on one hand, received an escalated call. A customer needed a it usually takes seven business days to clear a
one on the other and default status removed from her default from a credit report and the customer
two prosthetic legs, but credit bureau report. Otherwise, needed it cleared that day. Ciara
that didn’t stop him she wouldn’t be able to get the went above and beyond to work
from teaching himself financing she needed to pay her with the credit management
how to play the piano. mortgage that was in arrears and business specialists to resolve
He believes that “if would lose her home. She had the problem in just a few hours.
you set your mind to received the default because a Because Ciara “Reached
something, you really credit wasn’t properly applied to for Amazing” and added
can do it.” Not only did her account at the TTEC client value beyond metrics, the
Check out this inspirational clip. he learn how to play, Ciara was representing. Ciara customer was able to keep
(Online version only.) he made it all the way investigated and determined her home. She likely also
became a customer for life!
to Carnegie Hall.
that, indeed, the customer
24 Reach for amazing Reach for amazing 25
Not Reaching for Amazing
It’s all in the details... whether it’s making sure your lights are all working properly, your spelling, math,
and translations are accurate or your design is completely planned out. Here are examples of those
who didn’t quite reach amazing.
You may be awesome,
This just doesn’t add up. but your tattoo artist isn’t.
So this is where they come from! Is that a police siren I hear?
At least he’s good at math.
These are
amazing. But not
in a good way!
Hopefully, they’re not learning
from whoever wrote this sign!
Please don’t. Better fresh than stale… I guess.
26 Reach for amazing Reach for amazing 27
Not Reaching for Amazing
It’s all in the details... whether it’s making sure your lights are all working properly, your spelling, math,
and translations are accurate or your design is completely planned out. Here are examples of those
who didn’t quite reach amazing.
You may be awesome,
This just doesn’t add up. but your tattoo artist isn’t.
So this is where they come from! Is that a police siren I hear?
At least he’s good at math.
These are
amazing. But not
in a good way!
Hopefully, they’re not learning
from whoever wrote this sign!
Please don’t. Better fresh than stale… I guess.
26 Reach for amazing Reach for amazing 27
Our strategy for
The Status Quo is Booorrrring
accelerating change and
There’s a saying that “if you always do what
you’ve always done, you’ll always get what you’ve continuous improvement:
always gotten.”
Who wants that?
Not us. We like
change. We’re If you always do what you’ve
good at adapting
to it and even always done, you’ll always get
better at driving
it. We like to shake what you’ve always gotten.
up the status quo
because we know
that it’s outside the “been there done that” box
that innovation lies. We know it’s where better
experiences lie too — more satisfying, exciting
and personal experiences that reshape customer
journeys. Our clients know it too, and they
depend on us for that innovation. But we also
understand that achieving such transformation
involves thinking creatively. It means being brave
and taking risks. It means not being afraid to
fail. Sometimes it means challenging rules that
have been in place forever. Heck, sometimes it
means changing the game itself. So when we hear
“change,” we say “bring it on.”
Improvement Never Ends ✨
People’s expectations are constantly the way it’s always been done. We know
evolving — including our customers’ there’s always a better way and we have this
expectations. It’s human nature never to innate curiosity to find out what it is. We see
be satisfied and it’s this constant need improvement as a loop that never ends. That’s Win Learn Change
for something better that motivates us why, while other businesses are busy meeting
to continually improve. We don’t believe yesterday’s expectations, we’re inspired to Review what Review what didn’t Determine what to
in doing things a certain way because it’s work on what the world will need tomorrow. went well work as hoped change for next time
28 Reach for amazing Reach for amazing 29
Our strategy for
The Status Quo is Booorrrring
accelerating change and
There’s a saying that “if you always do what
you’ve always done, you’ll always get what you’ve continuous improvement:
always gotten.”
Who wants that?
Not us. We like
change. We’re If you always do what you’ve
good at adapting
to it and even always done, you’ll always get
better at driving
it. We like to shake what you’ve always gotten.
up the status quo
because we know
that it’s outside the “been there done that” box
that innovation lies. We know it’s where better
experiences lie too — more satisfying, exciting
and personal experiences that reshape customer
journeys. Our clients know it too, and they
depend on us for that innovation. But we also
understand that achieving such transformation
involves thinking creatively. It means being brave
and taking risks. It means not being afraid to
fail. Sometimes it means challenging rules that
have been in place forever. Heck, sometimes it
means changing the game itself. So when we hear
“change,” we say “bring it on.”
Improvement Never Ends ✨
People’s expectations are constantly the way it’s always been done. We know
evolving — including our customers’ there’s always a better way and we have this
expectations. It’s human nature never to innate curiosity to find out what it is. We see
be satisfied and it’s this constant need improvement as a loop that never ends. That’s Win Learn Change
for something better that motivates us why, while other businesses are busy meeting
to continually improve. We don’t believe yesterday’s expectations, we’re inspired to Review what Review what didn’t Determine what to
in doing things a certain way because it’s work on what the world will need tomorrow. went well work as hoped change for next time
28 Reach for amazing Reach for amazing 29
Positivity is positively the answer
VS.
Let’s face it. Some days are better than others. There are times when
the workload seems overwhelming, our co-worker isn’t on same
page, the client’s deadline seems unreasonable or the solution just
isn’t coming to us. But we know that having a negative attitude about
our challenges just brings everybody down, and no one wants to be
around a negative Nelly!
I’m excited
Fortunately for us, we believe in the power of optimism to affect Noooo!
positive results. We know that if we don’t let ourselves get sucked about this new I hate change.
into the negativity rabbit hole, the answers will come. We’ll figure out change!
how to balance the workload. We’ll work out our differences with our
co-worker. We’ll make the client’s deadline. (Somehow we always do). Hey, I think It can’t be done.
And we’ll find the solution to the problem. (There’s always at least I know how Here’s why...
one.) In fact, by thinking positively, we usually come to realize that we can do it!
the problem was just an opportunity in disguise all along.
Here’s what’s Here’s what
good about this sucks about
What it takes to be Positive Polly versus a Negative Nelly… situation... this situation...
(Sorry if your name is really Nelly. Try not to be negative about it, it’s just an expression.)
I got great They just
criticized
feedback. everything I did.
I’m
swinging
for the I’m just going to
fences! try to get on base.
Oh, I know why
that didn’t work.
Let’s try doing Crap. It didn’t
Positive Polly Negative Nelly this instead... work. I quit!
Thank God Thank God
it’s Friday!
A positive attitude will lead to positive results it’s Monday!
30 Reach for amazing Reach for amazing 31
Positivity is positively the answer
VS.
Let’s face it. Some days are better than others. There are times when
the workload seems overwhelming, our co-worker isn’t on same
page, the client’s deadline seems unreasonable or the solution just
isn’t coming to us. But we know that having a negative attitude about
our challenges just brings everybody down, and no one wants to be
around a negative Nelly!
I’m excited
Fortunately for us, we believe in the power of optimism to affect Noooo!
positive results. We know that if we don’t let ourselves get sucked about this new I hate change.
into the negativity rabbit hole, the answers will come. We’ll figure out change!
how to balance the workload. We’ll work out our differences with our
co-worker. We’ll make the client’s deadline. (Somehow we always do). Hey, I think It can’t be done.
And we’ll find the solution to the problem. (There’s always at least I know how Here’s why...
one.) In fact, by thinking positively, we usually come to realize that we can do it!
the problem was just an opportunity in disguise all along.
Here’s what’s Here’s what
good about this sucks about
What it takes to be Positive Polly versus a Negative Nelly… situation... this situation...
(Sorry if your name is really Nelly. Try not to be negative about it, it’s just an expression.)
I got great They just
criticized
feedback. everything I did.
I’m
swinging
for the I’m just going to
fences! try to get on base.
Oh, I know why
that didn’t work.
Let’s try doing Crap. It didn’t
Positive Polly Negative Nelly this instead... work. I quit!
Thank God Thank God
it’s Friday!
A positive attitude will lead to positive results it’s Monday!
30 Reach for amazing Reach for amazing 31
GREAT Storytime . . .
NESS TTEC team goes above and beyond to
AND COM Talk about achieving the bring Connextions into the fold
construct two new sites,
FORT (near) impossible! Our Due Reaching for staff the various locations,
determine pricing, and
Diligence and Integration
Amazing
teams completed the most
figure out how to integrate
Connextions into our IT
complex acquisition in our
ARE history — the acquisition of complexity, eight legal agreements — rather
systems — among other
things. To add to the
health services company,
Connextions, Inc. — in 34 days. On top of that,
they have an ambitious plan of integrating
than the typical one agreement — needed to be
negotiated within the 34-day window.
Connextions into TTEC in nine months (two
RARELY times faster than the industry average for an Not accepting “can’t,” each team member
acquisition that size!).
Reached for Amazing and went the extra mile to
make their piece of the puzzle happen. Together,
The job before the team, made up of 70
THE WIN members from various departments, was they turned “impossible” into “possible” and
successfully welcomed Connextions into our
daunting. Within the condensed timeframe,
they needed a tight plan to close two sites,
TTEC family in record time!
NING
COMBI There’s nothing like the
joy you feel when you
NATION that seemed impossible.
accomplish something
- Ken Tuchman
32 Reach for amazing Reach for amazing 33
GREAT Storytime . . .
NESS TTEC team goes above and beyond to
AND COM Talk about achieving the bring Connextions into the fold
construct two new sites,
FORT (near) impossible! Our Due Reaching for staff the various locations,
determine pricing, and
Diligence and Integration
Amazing
teams completed the most
figure out how to integrate
Connextions into our IT
complex acquisition in our
ARE history — the acquisition of complexity, eight legal agreements — rather
systems — among other
things. To add to the
health services company,
Connextions, Inc. — in 34 days. On top of that,
they have an ambitious plan of integrating
than the typical one agreement — needed to be
negotiated within the 34-day window.
Connextions into TTEC in nine months (two
RARELY times faster than the industry average for an Not accepting “can’t,” each team member
acquisition that size!).
Reached for Amazing and went the extra mile to
make their piece of the puzzle happen. Together,
The job before the team, made up of 70
THE WIN members from various departments, was they turned “impossible” into “possible” and
successfully welcomed Connextions into our
daunting. Within the condensed timeframe,
they needed a tight plan to close two sites,
TTEC family in record time!
NING
COMBI There’s nothing like the
joy you feel when you
NATION that seemed impossible.
accomplish something
- Ken Tuchman
32 Reach for amazing Reach for amazing 33
None of us are as We are stronger help a worthy cause. Though
smart as all of us. We we’re made up of many different
know that every voice together offices around the globe, we
matters and that we stand together as one company
are stronger together, with one team and one purpose
whether we’re working — to deliver humanity to
to solve a problem or come up with a brilliant idea, business. And we know that by working together
celebrating something special or joining forces to and having each other’s backs, we can achieve it!
TTEC Learning & Performance employees prove
We are all working together; that we are stronger together when they joined
forces to participate in the 3-Peak Challenge,
that is the secret climbing the tallest mountains in Scotland,
- Sam Walton funds for WarChild.
England and Wales (all in one day!) to raise
34 Act as one Act as one 35
None of us are as We are stronger help a worthy cause. Though
smart as all of us. We we’re made up of many different
know that every voice together offices around the globe, we
matters and that we stand together as one company
are stronger together, with one team and one purpose
whether we’re working — to deliver humanity to
to solve a problem or come up with a brilliant idea, business. And we know that by working together
celebrating something special or joining forces to and having each other’s backs, we can achieve it!
TTEC Learning & Performance employees prove
We are all working together; that we are stronger together when they joined
forces to participate in the 3-Peak Challenge,
that is the secret climbing the tallest mountains in Scotland,
- Sam Walton funds for WarChild.
England and Wales (all in one day!) to raise
34 Act as one Act as one 35
The power of consistent teamwork is amazing. Many small
acts of the same purpose add up into wondrous progress.
- Adam, Quality Assurance
“Act as One” means to me to treat everyone in our company as
if they are members of my family, where everyone is given the
benefit of the doubt and you have their back no matter what.
We get to collaborate and work in unison to achieve great
things together, making a difference in each other’s lives.
- Paris, Client Operations
Lead Every Day and Act as One. That is how our
Sandy, thank you so much for all of your help at the Senior Specialist, Gary, keeps our team on track.
Boo at HQ event. It takes a team effort to make these When all else fails, you can rely on him to be there to
events a success, so thank you for always helping out! save the day. He is the Batman of our Gotham City.
- Tracy, Global Employee Communications - Ivan B., Global T.A.
36 Act as one Act as one 37
The power of consistent teamwork is amazing. Many small
acts of the same purpose add up into wondrous progress.
- Adam, Quality Assurance
“Act as One” means to me to treat everyone in our company as
if they are members of my family, where everyone is given the
benefit of the doubt and you have their back no matter what.
We get to collaborate and work in unison to achieve great
things together, making a difference in each other’s lives.
- Paris, Client Operations
Lead Every Day and Act as One. That is how our
Sandy, thank you so much for all of your help at the Senior Specialist, Gary, keeps our team on track.
Boo at HQ event. It takes a team effort to make these When all else fails, you can rely on him to be there to
events a success, so thank you for always helping out! save the day. He is the Batman of our Gotham City.
- Tracy, Global Employee Communications - Ivan B., Global T.A.
36 Act as one Act as one 37
Our
Beat • Our facilities leaders quickly implemented
advanced cleaning and disinfecting efforts,
thermal scanning protocols and personal
Together • We met and exceeded all the sanitation and social
protection practices to care for our employees.
distancing guidelines to protect the people that
matter most – our employees and their families.
We don’t cut corners in the way we do things,
When the world changes, we adapt and thrive. Case in point, our and that’s true about how we manage health and
employees’ rapid response to the COVID-19 pandemic allowed safety, then, now and in the future.
80 percent of our workforce to move to an at-home environment
within days, making every effort to provide safety and wellness. And with the pandemic bringing a brand-new
kind of stress to our world, we realized the need
to amplify the suite of mental health resources we
The world wasn’t prepared for COVID-19. None of us saw it coming or provide. While we have promoted the importance
had experienced anything like it, so in typical TTEC fashion we banded of emotional and behavioral wellness to our staff
together to learn the best way to approach every challenge. for many years, we saw an opportunity to do even
more, which is why we expanded mental health
• Our employees took on these unexpected circumstances care options to help our employees cope and
quickly, gracefully and with every consideration for our clients. continued our long-standing conversation about
mental well-being.
• And while they were taking care of our customers, we were
taking care of them by continuing Through all that, one of the (many) things we
our commitment to health learned is that our TTEC family grows even closer
and safety. in the face of new challenges. When we succeed,
we do it together; when we struggle, we do that
together, too, and we become stronger as one.
38 Act as one Act as one 39
Our
Beat • Our facilities leaders quickly implemented
advanced cleaning and disinfecting efforts,
thermal scanning protocols and personal
Together • We met and exceeded all the sanitation and social
protection practices to care for our employees.
distancing guidelines to protect the people that
matter most – our employees and their families.
We don’t cut corners in the way we do things,
When the world changes, we adapt and thrive. Case in point, our and that’s true about how we manage health and
employees’ rapid response to the COVID-19 pandemic allowed safety, then, now and in the future.
80 percent of our workforce to move to an at-home environment
within days, making every effort to provide safety and wellness. And with the pandemic bringing a brand-new
kind of stress to our world, we realized the need
to amplify the suite of mental health resources we
The world wasn’t prepared for COVID-19. None of us saw it coming or provide. While we have promoted the importance
had experienced anything like it, so in typical TTEC fashion we banded of emotional and behavioral wellness to our staff
together to learn the best way to approach every challenge. for many years, we saw an opportunity to do even
more, which is why we expanded mental health
• Our employees took on these unexpected circumstances care options to help our employees cope and
quickly, gracefully and with every consideration for our clients. continued our long-standing conversation about
mental well-being.
• And while they were taking care of our customers, we were
taking care of them by continuing Through all that, one of the (many) things we
our commitment to health learned is that our TTEC family grows even closer
and safety. in the face of new challenges. When we succeed,
we do it together; when we struggle, we do that
together, too, and we become stronger as one.
38 Act as one Act as one 39
wes meness
Melting pot of
A
We are the World
In our business, we have millions of interactions a year with people of different ethnicities, genders, sexual
At TTEC, all people are equal, moments are shared, possible, we’re as diverse as they are! Our employees hail from all around the globe, from North America
orientations and cultures who speak a variety of languages. To ensure we give them the best experience
differences are valued and discussion is encouraged.
and Latin America to EMEA (Europe, Middle East and Africa) and Asia Pacific. We too are made up of
different ethnicities and sexual orientations, speak different languages and enjoy different cultures.
And we’re proud of it! In fact, we consider our diversity one of our greatest strengths because it enables
us to view things from different perspectives and bring value to the table in our own unique way.
- Ken Tuchman
Zero Tolerance for Intolerance
Our goal at TTEC is to foster a supportive
and productive workplace. Treating each
other with respect is an important part of
creating this type of culture. That’s why, if
you engage in the following behaviors, we
are definitely not the right fit for you!
Being disrespectful to
another’s race, religion,
gender, sexual orientation,
disability status, or beliefs
Ridiculing one’s political
leanings or forcing one’s
political opinion on others
Engaging in bullying or
threatening behavior
Not being a team player
40 Act as one Act as one 41
wes meness
Melting pot of
A
We are the World
In our business, we have millions of interactions a year with people of different ethnicities, genders, sexual
At TTEC, all people are equal, moments are shared, possible, we’re as diverse as they are! Our employees hail from all around the globe, from North America
orientations and cultures who speak a variety of languages. To ensure we give them the best experience
differences are valued and discussion is encouraged.
and Latin America to EMEA (Europe, Middle East and Africa) and Asia Pacific. We too are made up of
different ethnicities and sexual orientations, speak different languages and enjoy different cultures.
And we’re proud of it! In fact, we consider our diversity one of our greatest strengths because it enables
us to view things from different perspectives and bring value to the table in our own unique way.
- Ken Tuchman
Zero Tolerance for Intolerance
Our goal at TTEC is to foster a supportive
and productive workplace. Treating each
other with respect is an important part of
creating this type of culture. That’s why, if
you engage in the following behaviors, we
are definitely not the right fit for you!
Being disrespectful to
another’s race, religion,
gender, sexual orientation,
disability status, or beliefs
Ridiculing one’s political
leanings or forcing one’s
political opinion on others
Engaging in bullying or
threatening behavior
Not being a team player
40 Act as one Act as one 41
Loud and Clear
Standing Listen. Avoid judgement. Speak up when • Promote affinity groups that support our
We’re People need to see these behaviors in our • Initiate honest conversations with our
mission to elevate diversity and inclusivity.
something is wrong or needs to change.
society, and TTEC employees work hard
employees to learn how we can continue to
to set the example. As experts in bringing
build an inclusive culture.
humanity to business, we know a thing or
two about people and how to show respect
organizations.
and understanding to those around us, no • Contribute to equality and social justice
matter who they are. • Expand our mental health programs to
encourage participation of more diverse groups.
that teach us how we can be better, and • Celebrate different cultures throughout
Usually it’s the voices of our employees
When it comes to diversity,
the year and honor holidays and landmark
inclusivity and unity, we always
we’re constantly creating opportunities
strive to be at the front of the to truly hear those voices. Here are just moments for progress in equality.
pack. Diversity is reflected in a few of the things we do to partner More than anything, we recognize that there are
how we build our teams and with our folks and promote diversity, continuous opportunities for us to do better and
interact with our communities; prioritize inclusion, foster unity and understand more deeply. And we plan to persist
inclusivity is embedded in our attack internal biases. with our continuous approach to improving equity
way of thinking; and unity is and inclusion. Humanity deserves it!
how we strive to be One TTEC.
Our differences make us better!
We respect and celebrate every
culture, race, gender, religion
and generation. Every chance Avoid
we get, we’re not afraid to judgement
stand up for what’s right, and
we don’t wait to be asked.
Bridge the chasm, use tolerance Speak up when something is
and compassion, be inclusive wrong or needs to change
not exclusive, build dignity Listen
and pride, encourage freedom
of expression to create a civil Do the best you can until you know better.
society for unity and peace. Then when you know better, do better.
- Nelson Mandela - Maya Angelou
42 Act as one Act as one 43
Loud and Clear
Standing Listen. Avoid judgement. Speak up when • Promote affinity groups that support our
We’re People need to see these behaviors in our • Initiate honest conversations with our
mission to elevate diversity and inclusivity.
something is wrong or needs to change.
society, and TTEC employees work hard
employees to learn how we can continue to
to set the example. As experts in bringing
build an inclusive culture.
humanity to business, we know a thing or
two about people and how to show respect
organizations.
and understanding to those around us, no • Contribute to equality and social justice
matter who they are. • Expand our mental health programs to
encourage participation of more diverse groups.
that teach us how we can be better, and • Celebrate different cultures throughout
Usually it’s the voices of our employees
When it comes to diversity,
the year and honor holidays and landmark
inclusivity and unity, we always
we’re constantly creating opportunities
strive to be at the front of the to truly hear those voices. Here are just moments for progress in equality.
pack. Diversity is reflected in a few of the things we do to partner More than anything, we recognize that there are
how we build our teams and with our folks and promote diversity, continuous opportunities for us to do better and
interact with our communities; prioritize inclusion, foster unity and understand more deeply. And we plan to persist
inclusivity is embedded in our attack internal biases. with our continuous approach to improving equity
way of thinking; and unity is and inclusion. Humanity deserves it!
how we strive to be One TTEC.
Our differences make us better!
We respect and celebrate every
culture, race, gender, religion
and generation. Every chance Avoid
we get, we’re not afraid to judgement
stand up for what’s right, and
we don’t wait to be asked.
Bridge the chasm, use tolerance Speak up when something is
and compassion, be inclusive wrong or needs to change
not exclusive, build dignity Listen
and pride, encourage freedom
of expression to create a civil Do the best you can until you know better.
society for unity and peace. Then when you know better, do better.
- Nelson Mandela - Maya Angelou
42 Act as one Act as one 43
Values story
What do you do when you want to develop company values? Well, if you’re us, you tap
into a network of experts--your employees. For our company’s 30th anniversary our CEO,
Ken Tuchman, decided to celebrate by inviting 60 of our top employees from around the
world on a trip to the most magical place on earth, Walt Disney World. While we had the
company’s best and brightest all in one place, we took the opportunity to have a half-day
session in a special events space on Disney’s Boardwalk to pick their brains about how
best to define our values and behaviors. Their valuable input and great ideas served as the
foundation for the values we live and love today, proving that sometimes the answers you
seek truly are within (board)walking distance.
Ever hear of the “Six Degrees of Separation”
theory (aka the Six Degrees of Kevin Bacon)?
The theory is that nobody is more than six
relationships away from any other person
in the world. We’re not sure if this is true,
but we are pretty sure that we’re six or
less relationships away from finding
someone who has the answers we
seek. That’s why we make it a point
to tap into our own network of
employees, clients and vendors
around the world when we
need a little help. Here are a
few examples...
Solving a Problem as One
When one of our clients in the energy industry was experiencing significant call volume due to
unnecessary payment reminders being sent to customers who already paid, we tapped into our
operations, and training and development gathered together to brainstorm what could be done.
internal network to work on a fix. Members from quality assurance, knowledge management,
Combining strengths and expertise, they found a solution that decreased volume by 60% and
restored customer satisfaction.
44 Act as one Act as one 45
Values story
What do you do when you want to develop company values? Well, if you’re us, you tap
into a network of experts--your employees. For our company’s 30th anniversary our CEO,
Ken Tuchman, decided to celebrate by inviting 60 of our top employees from around the
world on a trip to the most magical place on earth, Walt Disney World. While we had the
company’s best and brightest all in one place, we took the opportunity to have a half-day
session in a special events space on Disney’s Boardwalk to pick their brains about how
best to define our values and behaviors. Their valuable input and great ideas served as the
foundation for the values we live and love today, proving that sometimes the answers you
seek truly are within (board)walking distance.
Ever hear of the “Six Degrees of Separation”
theory (aka the Six Degrees of Kevin Bacon)?
The theory is that nobody is more than six
relationships away from any other person
in the world. We’re not sure if this is true,
but we are pretty sure that we’re six or
less relationships away from finding
someone who has the answers we
seek. That’s why we make it a point
to tap into our own network of
employees, clients and vendors
around the world when we
need a little help. Here are a
few examples...
Solving a Problem as One
When one of our clients in the energy industry was experiencing significant call volume due to
unnecessary payment reminders being sent to customers who already paid, we tapped into our
operations, and training and development gathered together to brainstorm what could be done.
internal network to work on a fix. Members from quality assurance, knowledge management,
Combining strengths and expertise, they found a solution that decreased volume by 60% and
restored customer satisfaction.
44 Act as one Act as one 45
IT’S NOT
ABOUT
WHO IS having an exaggerated sense of one’s when a person may have accomplished
RIGHT, offensive attitude of superiority; egotistical; a lot, but doesn’t feel it is necessary to
own importance or abilities; showing an
advertise or brag about it; courteously
respectful; graciously accepts praise
a behavior used to hide insecurity
IT’S Humble yourself, or life will do it for you.
ABOUT
WHAT IS
RIGHT
✨
There’s no room for arrogance here. Arrogant people feel the need to be right, to feel important,
to win--whether their idea is the best one or not. This means they stop listening to others’ ideas
and respecting their opinions, which leads to productive conversations being stifled, real solutions
being missed and potentially groundbreaking ideas being squashed. At TTEC, we encourage losing
the egos, opening our minds, and coming together to figure out what’s right — no matter how the
answer comes about or whose idea it is. We know that when we do this, we all win.
46 Act as one Act as one 47
IT’S NOT
ABOUT
WHO IS having an exaggerated sense of one’s when a person may have accomplished
RIGHT, offensive attitude of superiority; egotistical; a lot, but doesn’t feel it is necessary to
own importance or abilities; showing an
advertise or brag about it; courteously
respectful; graciously accepts praise
a behavior used to hide insecurity
IT’S Humble yourself, or life will do it for you.
ABOUT
WHAT IS
RIGHT
✨
There’s no room for arrogance here. Arrogant people feel the need to be right, to feel important,
to win--whether their idea is the best one or not. This means they stop listening to others’ ideas
and respecting their opinions, which leads to productive conversations being stifled, real solutions
being missed and potentially groundbreaking ideas being squashed. At TTEC, we encourage losing
the egos, opening our minds, and coming together to figure out what’s right — no matter how the
answer comes about or whose idea it is. We know that when we do this, we all win.
46 Act as one Act as one 47
Clients
Customers
Storytime . . .
are ONEof Us
Employees Act as One to Save a Life
At our Barcolod Customers are Meanwhile, another customer
When it comes to clients and customers, Philippines Delivery service associate called the
Center, Louie
emergency hotline, who sent
there is no “us vs. them.” There is just “we.” received a call from a more than a voice an emergency unit to provide
In the end we all want the same thing. 76 year-old customer on the line first aid to the customer. Their
The customer wants a great experience who needed help efforts to save the customer’s
when they interact with our client’s brand. troubleshooting life were a great example of
Our client wants to give them a great his internet connection. While Louie was on the acting as one. The moment was also a reminder
experience so their business can thrive. phone with this man, he noticed the customer’s that customers are not just a voice on the other
And we want to help our clients give their breathing didn’t sound right. The customer end of the line or a random stranger typing a
customers a great experience. Bottom assured him he was okay, but a few minutes later message into a chat box or our social media page.
line... we’re all in this together!
Louie heard a thud then... silence. He alerted his They are people who need our care — whether it’s
team lead who tried to find family members listed to fix an internet connection or something much
But it’s not just about business. It’s about on the account who could check on the customer. more meaningful.
caring too. The customer wants to know
we care about their problems (we do).
Our clients want to know we care about Hey, look,
their success (we do). And we all want to We his name is
know we care about each other (we do)! ✨ Louie too!
TTEC was founded to bring humanity to
business. We are all on the same side,
working together to make meaningful
Janine
connections — as one.
Francesca
Louie Junvee
48 Act as one Act as one 49
Clients
Customers
Storytime . . .
are ONEof Us
Employees Act as One to Save a Life
At our Barcolod Customers are Meanwhile, another customer
When it comes to clients and customers, Philippines Delivery service associate called the
Center, Louie
emergency hotline, who sent
there is no “us vs. them.” There is just “we.” received a call from a more than a voice an emergency unit to provide
In the end we all want the same thing. 76 year-old customer on the line first aid to the customer. Their
The customer wants a great experience who needed help efforts to save the customer’s
when they interact with our client’s brand. troubleshooting life were a great example of
Our client wants to give them a great his internet connection. While Louie was on the acting as one. The moment was also a reminder
experience so their business can thrive. phone with this man, he noticed the customer’s that customers are not just a voice on the other
And we want to help our clients give their breathing didn’t sound right. The customer end of the line or a random stranger typing a
customers a great experience. Bottom assured him he was okay, but a few minutes later message into a chat box or our social media page.
line... we’re all in this together!
Louie heard a thud then... silence. He alerted his They are people who need our care — whether it’s
team lead who tried to find family members listed to fix an internet connection or something much
But it’s not just about business. It’s about on the account who could check on the customer. more meaningful.
caring too. The customer wants to know
we care about their problems (we do).
Our clients want to know we care about Hey, look,
their success (we do). And we all want to We his name is
know we care about each other (we do)! ✨ Louie too!
TTEC was founded to bring humanity to
business. We are all on the same side,
working together to make meaningful
Janine
connections — as one.
Francesca
Louie Junvee
48 Act as one Act as one 49
SIX Having only half the story can cause
a whole lot of problems
Imagine what this world would be like if we all productive conversations. That’s why, at TTEC, we
took the time to really understand each other. always strive to see the world through the eyes
There would be fewer wars, of our clients, their customers
less anger and resentment, less We strive to and each other. Rather than
confusion and more harmony. make assumptions, we listen
If we took the time to consider see the world and “seek first to understand.”
other people’s problems, needs, through the eyes We want to know why someone
or point of view before we pass thinks a certain way, what
judgement, take action, or make of our clients, problem they need to solve,
a decision, we could save each their customers and what end goal they want to
other a lot of grief, be more achieve. We get every side of
effective in solving problems and each other the story because only then can
and have more meaningful and we write the perfect ending.
NINE
It’s important to see things from other people’s viewpoint. For example, in this image, you may
see two faces and someone else may see a vase. But just because someone views something
differently than you doesn’t mean they’re wrong. As in this example, you could both be right!
50 Seek first to understand Seek first to understand 51
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