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CCNNI and Elephants Don’t Forget announce plans for transforming contact centre and agent performance  

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Published 13 September 2023

With a shared commitment to helping contact centres realise their full potential, CCNNI are proud to announce a new collaboration with new members Elephants Don’t Forget and their Artificial Intelligence solution – Clever Nelly.

 

Jayne Davies – Director at CCNNI, commented:

 

“CCNNI is delighted to be working with Elephants Don’t Forget. Some of our members have already seen great results in working with Clever Nelly’s intuitive programme to increase competence and engagement and we are really looking forward to seeing what new successes and improvements can be shared across the Northern Ireland customer contact industry.”

 

Adrian Harvey – CEO at Elephants Don’t Forget, commented:

 

“This is a really exciting partnership for Elephants Don’t Forget. We’ve long held CCNNI in high esteem for the work they do, providing contact centres with impactful solutions that enhance bottom-line results, and the outcomes we’ve already helped their members to achieve speak for themselves.

Echo Managed Services and Danske Bank are valued network members and Clever Nelly advocates. It was an absolute privilege to share a panel with them earlier this year, where CCNNI’s webinar participants had the opportunity to benefit from their insights on aligning EX and CX.

It’s critical for contact centre leaders to reflect on their training methodologies and really question whether those methods are reinforcing learning and translating into frontline competence; for the majority, there’s no chance of that happening without serious change.

In the cases of Echo and Danske Bank, they’re doing everything right. Clever Nelly forms a critical part of their culture, and it shows in the return on investment they’re seeing."

Danielle Sheppard, Service improvement Manager at Echo:

 

“Clever Nelly’s greatest quantifiable impact has been increasing knowledge and the subsequent effects as a result. The NPS scores for the client and contact centre are increasing, fewer complaints are being sent back, we’re definitely noticing significant changes. Nelly is helping our people to remember their training, so they are doing everything in the right way. That’s huge for us, as it means there are fewer issues to address. Another benefit has been agent empowerment. You can hear that they’re more confident on calls in what they are saying, rather than putting someone on hold or getting a colleague to call them back.”

Angela Rowan, Training and Coaching Manager at Danske Bank:

“We’re measured monthly for customer satisfaction, as pitched against other similar local banks, coming first at the end of last year across that peer group. The nature of our world is that we’ll see fluctuations but it’s our goal to be the best. I have no doubt that Clever Nelly has played a role in how we’re performing. Our people on the ground are telling us that as well.

In the past we delivered computer-based training about current account products, for instance, once a year. You learn it to pass and, if asked the same question in a month, you can’t remember the answer. Whereas Nelly is the complete opposite of that, plus our colleagues love it!”

Ten-years old in 2023, Elephants Don't Forget are the only firm who financially guarantee the performance of their technology to reduce risk, improve compliance and optimise business outcomes. Typical outcomes for contact centres include improvements for employee attrition rates, complaint volumes, Average Handling Time, Customer Satisfaction (CSAT) and First Call Resolution.

Their low-cost technology has a customer-scored implementation rating of 9.1 out of 10. Onboarding at the rate of one new firm every week – this will be two every week by 2024 – and not one firm has scored them lower than nine since launching, giving us a perfect NPS score of 100.

Clever Nelly personalises learning journeys for agents in under two minutes per day. It’s preferred by employees and endorsed by managers, with an entire herd of loyal customers who advocate on their behalf.

Membership

Membership is open to any contact centre, shared service centre or IT helpdesk based in Northern Ireland. Membership also available to associates and suppliers to the contact centre industry.

For more details view our membership page.

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