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.
Managing Director, Sandra Busby, shares her excitement at the collaboration between Cnect Wales and Elephants Don’t Forget. Watch the interview here:
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.
Matt Stirland – Director of Later Life Lending – considers how an AI solution like Clever Nelly has changed culture and training within Age Partnership.
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.
As Director of SME Customers, Lissa Balmer discusses how an AI solution like Clever Nelly helps people to succeed within their roles at Wave.
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.