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Unlock the full performance potential of your contact centre with multi-award-winning AI: Clever Nelly

Every successful and compliant contact centre relies on competent, capable and confident agents. Yet, the uncomfortable truth is that employees often fail to correctly learn and retain the critical workplace training you need them to know to perform optimally in their role. Clever Nelly quickly and sustainably solves this challenge.

Discover how it works

Trusted by leading brands including

What is Clever Nelly?

Clever Nelly is a multi-award-winning Artificial Intelligence solution that financially guarantees employees learn, retain, and translate their workplace training into in-role competence.

What challenge does it solve?

Most organisations can’t measure or actively manage employee competence – and that’s a BIG problem. Those who do perform better!

We know – from over 200 million employee knowledge interventions in some of the world’s leading brands last year – that the average level of employee competence is just 54%. Meaning employees only know half of what they need to know to optimally and compliantly perform their job function.

Discover why you should join 100s of leading brands that are already realising the power of optimising employee competence.

How does Clever Nelly work?

Using less than one minute of an agent’s day, Clever Nelly’s personalised, continual assessment approach improves knowledge and competence in the flow of work, ensuring agents authentically learn, retain, and, crucially, turn theoretical workplace training into practical in-role competence and performance.

What are the benefits?

→ Improved employee productivity and performance.

→ Best-in-class evidence of employee compliance.

→ Reduced employee risk and errors.

→ Improved KPIs, efficiency and customer experience.

See how it works in this short video

Check out why brands, big and small, trust us

View all case studies

9% improvement
in First Contact Resolution

Discover how Microsoft are improving critical KPIs, including FCR, AHT and CSAT.

View case study

$1.5 million annual savings
from agent error reduction

Discover how Phillips & Cohen Associates reduced agent errors and high-risk failures.

View case study

62.5% reduction
in complaints

Discover how LV= are improving service levels and growing customer value.

View case study

"We have not identified a single instance where the AI has failed to improve employee knowledge and positively impact in-role performance."

"Our application and use of the Clever Nelly Platform have been key factors in our success and is integral to our operational strategy. We are more efficient, our customers are getting a better experience, and the client is receiving a world-class level of service."

"Clever Nelly supports our people to improve their knowledge and confidence, and ultimately deliver a better customer experience. Colleagues have really embraced the tool and, by focusing solely on engagement, we are seeing all of the benefits play out naturally."

"Clever Nelly gives us a real understanding of where we need to up our training or where we’ve got knowledge gaps; that’s super powerful because we can then plug those. Ultimately, it means better service for our customers."

"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. 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."

"Nelly has helped our Customer Service team be 100% engaged in their training! Employee competency increased 27% above an already impressive baseline knowledge score and, with Nelly's assistance, we successfully placed 820 knowledge interventions across customer service in three months to ensure that every interaction is nothing short of exceptional."

"Clever Nelly has been instrumental in reinforcing our renowned approach to individual employee learning. It ensures we can continually embed key learning concepts and quantify the impact of learning on our KPIs."

"We use the data to evidence competence of 4,500 employees to our clients and to the regulators. Culture and competence is key to our company and Nelly is the way to deliver this to everybody and has a direct and daily impact."

"Elephants Don’t Forget provide an improvement opportunity to independently verify competency, remove barriers to learning and increase the overall standard of critical role required knowledge."

"Clever Nelly has been instrumental in helping to identify where we need to target our coaching and learning interventions to aid colleagues' understanding. This will enable us to build better customer experience and exceed our commercial outcomes."

"We’ve seen downturns in average handling times, wrap time reductions and improvements in fair outcomes as part of our quality assurance work – where Clever Nelly helps us to plug those gaps – and higher customer satisfaction."

"The whole onboarding process was impressive. The implementation from start to finish was really smooth. It was very clear that Elephants Don’t Forget are a very efficient team, it was night and day compared to other projects where we have had to work with 3rd party companies to implement a new system."

"Clever Nelly guarantees that all our people have learned what they’ve been trained. From a compliance perspective, I would find it very difficult to evidence where our knowledge and competency was without it."

What are you looking to achieve?

Improve Business Performance Improve Employee Compliance and Risk

Improve Business Performance

Our customers recognise that employee competence is paramount to brand success, customer experience and satisfaction.

Clever Nelly’s multi-award-winning continuous assessment model guarantees measurable improvements in competence. By providing personalised training inventions in the flow of work, we help individuals apply their workplace training effectively, leading to enhanced KPIs, improved customer service levels, reduced errors, and increased sales.

Customer Experience, Quality Assurance & Complaints

With most organisations wanting to get more for less from their people without compromising on Customer Experience, Clever Nelly helps operational leaders harvest tangible improvements through improved employee competence and confidence. You’ll benefit from correlated improvements in core KPIs and business-critical metrics such as:

→ Average Handle Time

→ First Contact Resolution

→ Average Hold Time

→ After Call Work

→ Quality Assurance

→ Complaint volumes

→ NPS & CSAT improvement

Improve Speed-to-Competence & Reduce Attrition

With role complexity increasing, coupled with high employee turnover rates, retaining talent and accelerating new employees’ speed-to-competence is critical.

→ Clever Nelly typically reduces the time it takes to on-board new employees by 30% and can highlight those at risk of leaving, allowing you to take proactive steps in workforce management.

Improve Process Adherence & Reduce Errors

Employee errors result in customer detriment and unnecessary cost. Our customers recognise that sub-optimal employee competence is often a contributing factor to this.

→ Clever Nelly quickly addresses any competence gaps and enables higher process adherence and less mistakes – saving you time and money.

Optimise Sales Performance

One of the greatest challenges facing sales leaders in the sector is the wide variation in sales performance.

→ Clever Nelly enables you to replicate high-performing sales behaviours across the team. Whether it’s sales negotiation, product knowledge, or process adherence, Clever Nelly conditions employees to operate optimally, leading to higher conversion rates, greater up-sell capability, and improved customer trust.

Improve Employee Compliance and Risk

Our industry-leading approach to employee compliance and risk goes beyond a one-size-fits-all model.

We ensure guaranteed employee competence and foster a positive culture where compliance becomes a daily habit. This drives sustainable behaviour change and conditions your workforce to work optimally whilst simultaneously reducing risk.

Best-in-Class Evidence of Compliance

Transition away from an ineffective approach to employee compliance and risk.

→ Clever Nelly provides real-time daily evidence of your employees’ competence in relation to critical compliance training – giving you peace of mind when conducting regulatory audits.

Enhanced Visibility of Employee-Based Risks

Get a clear and current picture of employee-based risk.

→ Clever Nelly’s continuous assessment model gives you a forward-facing risk radar, supporting you to accurately identify potential compliance risks before they impact your operations and customers.

Increased Confidence for Senior Management

Make informed decisions with reliable and objective data.

→ Continuous assessment empowers senior leadership to navigate regulatory requirements and ensure a high-performing, compliant workforce. Evidence best-in-class employee compliance to senior management, boards and regulators using a new and unique source of real-time Management Information (MI).

Typical outcomes

30%

Reduction in Employee Errors

20%

Reduction in Reportable Complaints

CSAT Improvement

15%

Improvement in First Time Right

30%

Speed-to-competency Improvement

Features & key benefits

Improve agent performance

→ Track individual agent competence as a KPI.

Automatically assess, repair and improve the in-role competence of your agents in under one minute per day – in the flow of work – with no disruption to BAU. Continually reinforce critical workplace learning gently and sustainably to improve agent performance, capability and confidence in a completely personalised way.

“One of the most important points about driving great customer service is knowledge and confidence – that’s why we use Clever Nelly.”

Optimise operational efficiency

→ Target the value-destroying inefficiencies continually impacting your bottom line and customer experience.

Reduce recurring and value-destroying agent errors, ramp up speed-to-competence and proficiency, improve engagement, ESAT and wellbeing, and cost-effectively improve your service delivery model and customer experience strategies.

“Clever Nelly’s had more of an impact than we expected. We’ve seen some real changes in employee retention, a reduction in the number of customer complaints and a reduction in the amount of rework that’s been needed as well. There’ve been improvements across the board.”

Target business-critical KPIs

→ Improve your Quality Assurance process, target poor performing operational KPIs, and significantly enhance your governance and reporting for senior management, boards and regulators using a new and unique source of data.

Get a holistic, objective and data-driven insight into how the competence of your individual agents can be continually improved to target mission-critical KPIs including: First Contact Resolution, CSAT improvement, complaint reduction, Average Handling Time, Average Hold Time and Average Wrap Time.

“Elephants Don’t Forget answered our challenge. How do we stay compliant whilst demonstrating continuity for our people in how they are supported. The AI is playing a crucial role in driving both these fronts globally across customer facing divisions and our support functions.”

Every successful and compliant contact centre relies on competent, capable and confident agents.

Unlock the full performance potential of your contact centre with Elephants Don't Forget today.