We are delighted to partner with Elephants Don’t Forget to support contact centres and combat challenges such as high employee attrition rates, complaint volumes, operational inefficiencies, and KPI performance including AHT, CSAT and FCR.

Who they are: Elephants Don’t Forget are world leaders in the utilisation of AI to drive sustainable employee and business performance improvements.

What they do: Financially guarantee employee competency at scale and in the flow of work, in less than 1 minute per day.

 

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Managing Director, Sandra Busby, shares her excitement at the collaboration between Cnect Wales and Elephants Don’t Forget. Watch the interview here: 

 

Proud to support leading brands including:

 

TYPICAL OUTCOMES

For contact centres

Customer service teams utilising Clever Nelly see improvements in targeted business-critical metrics including:

 
 
7%
 
CSAT improvement
 
 


13%

First Contact Resolution improvement
 
 
4.5%
 
Average Handling Time Reduction
 
 
30%
 
Speed-to-competency improvements
 
 
30%
 
Reduction in agent errors
 
 
20%
 
Reduction in reportable complaints

The state of the UK customer satisfaction: what every customer service leader needs to know

 
How organisations are improving customer outcoems & gaining competitve advantage in a challenging consumer service landscape

Learning outcomes include:

  • Assessing the customer service landscape: how organisations are preparing to address the immediate issues of operational performance and resourcing to improve declining customer satisfaction standards in 2024.

  • Operating in regulated markets: the key customer areas to focus your attention on in 2024 to satisfy FCA, Ofcom, Ofwat and Ofgem expectations.

  • Comparing customer attitudes to business beliefs: understand the priority areas that UK customers say they want organisations to improve in 2024.

 

 

 

LV: bringing gaps in employee competency to the forefront

Learn how our award-winning AI has exceeded expectations at LV to support employee retention, reduce complaints and minimise rework

 

 

 

 

 

Age Partnership: speed-to-competency improved by 30%

Matt Stirland – Director of Later Life Lending – considers how an AI solution like Clever Nelly has changed culture and training within Age Partnership.

 

 

 

 

Moneybarn: customer outcomes up 9% in less than six months

Our CEO, Adrian Harvey, is joined by Dan Thompson – Strategy and Transformation Director – to discuss the Clever Nelly journey and impact within Moneybarn during the first six months of their deployment.

 

 

 

Wave Utilities: real-time profiling of employee competency to support advisors

As Director of SME Customers, Lissa Balmer discusses how an AI solution like Clever Nelly helps people to succeed within their roles at Wave. 

 

 

Targeted KPI  improvements through AI at Microsoft

This guide explores how Microsoft used AI from Elephants Don’t Forget to improve employee in-role performance and subsequently improve valuable KPIs including First Contact Resolution, CSAT, Average Handling Time and Help Resolved.