Premium Credit has partnered with Elephants Don’t Forget to strengthen knowledge retention across its contact centre teams.
The collaboration introduces Clever Nelly, an AI-powered continual assessment platform designed to improve employee competence and create a more consistent approach to knowledge retention.
The aim is to support teams in handling customer interactions more effectively, particularly in complex or sensitive situations.
“At Premium Credit, our focus is always on putting our customers at the heart of everything we do and delivering the best possible outcomes for them, particularly in complex or sensitive situations.
By partnering with Elephants Don’t Forget, we’re taking a proactive approach to strengthening knowledge retention and colleague confidence, enabling our teams to resolve queries more efficiently and provide a better overall customer experience.” said Mark Morley, Operations Director at Premium Credit.
The platform uses behavioural science techniques such as spaced learning, repetition, and self-testing to assess and reinforce knowledge during day-to-day work.
It identifies individual knowledge gaps and delivers targeted support to help employees retain and apply information in real interactions.
As a result, Premium Credit expects improvements across operational performance and customer experience metrics.
“We are delighted to be working with Premium Credit. Contact centres operate in high-pressure, compliance-sensitive environments where knowledge retention directly impacts both customer experience and operational performance.
Clever Nelly ensures that training doesn’t stop at delivery; it is continuously reinforced until competence is embedded in-role.” said Tom Marsland, Business Development Manager at Elephants Don’t Forget.
For more information about Elephants Dont Forget - visit the Elephants Dont Forget Website
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. Find out more about Elephants Dont Forget
Author: Hannah Swankie
Reviewed by: Robyn Coppell
Published On: 10th Apr 2026
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