Case Study: NewDay Achieved 29% Knowledge Improvement With Elephants Don’t Forget

Challenges

Clever Nelly gives NewDay a “new lens on knowledge”; the more that NewDay can increase employee competency and develop a knowledgeable workforce with artificial intelligence, the better they can achieve their ultimate driver to deliver great customer outcomes.

NewDay are continually on the lookout for innovative ways to improve knowledge capability.

Their search for a solution that would support their people as individuals led them to implement Clever Nelly, where the focus was on optimizing in-role performance for new and tenured employees, whilst also repairing any knowledge gaps (at scale) and gaining operational wins.

By developing a team of evidentially competent coordinators, NewDay would be able to offer customers a consistently high level of service that provided the right outcome to meet their customers’ expectations, consistently.

NewDay deployed Clever Nelly with the long-term mindset to influence core customer-centric KPIs, reduce complaints and underpin their customer service standards.

It was their intention to drive optimal customer outcomes by improving the knowledge and competency of their people.

With the NewDay contact centre having doubled in size since February 2022, Clever Nelly also became a critical learning support for new starters.

The onboarding process at NewDay consists of a centralized three-week training programme, closely followed by a three-week period in the NewDay Academy. Here, employees have the chance to condense the vast amount of information they have been exposed to and put it into practice.

Pre-Nelly, new starters would typically need reminder communications and refresher sessions during the probation period.

They could also seek out peer support and coaching from floorwalkers and line managers, or revisit some of their training through short video modules.

Without the means to help their employees retain their newly acquired knowledge, NewDay recognized that gaps in competence would inevitably form and require further attention and resource to repair.

Solutions

Solution overview for NewDay

Employee knowledge increased by an average of 18% within three months, with some subject categories seeing an uplift of 29%.

Working with Elephants Don’t Forget’s expert authoring team, question sets were produced from NewDay’s training collateral, with role-specific questions for the complaints group.

NewDay used their internal QA data to identify the areas where subject comprehension was lowest, enabling the questions to be targeted to those areas.

Clever Nelly formed baseline knowledge profiles on an employee-by-employee basis. These profiles informed the material and frequency of learning interventions that each individual would receive based on their real-time training needs.

Colleagues are proactively asking for more Nelly questions when we release updates. Most notably, following training sessions with lots of new information to retain, they want to feel they’ve embedded the learning and Nelly supports them to do that.

Results and Achievements

Looking more closely at the measurable results achieved through Clever Nelly.

• 87% – Employee engagement score
• 18% – Average increase in knowledge across a team of 236 contact centre associates over a period of three months
• 11% – Higher knowledge scores for Clever Nelly’s top engagers (100%) compared to low engagers (>80%)
• 29% – Knowledge improvement in the lowest performing category in just three months

This blog post has been re-published by kind permission of Elephants Dont Forget – View the Original Article

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About Elephants Dont Forget

Elephants Don’t Forget is the home of Clever Nelly — a multi-award-winning, AI-powered continual assessment platform that helps organisations maintain consistent frontline performance, reduce risk, and improve operational KPIs.

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Author: Elephants Dont Forget
Reviewed by: Robyn Coppell