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

Francesca Rea, NewDay's Director of Customer Operations, explains why Clever Nelly is a "fantastic knowledge retention tool" that helps her teams address any knowledge gaps.

Clever Nelly outcomes at NewDay

↓ 35%
Call Hold Time reduced by 35%.

↓ 28%
After Call Work reduced by 28%.

↑ 7%
Quality Assurance improved by 7%.

↑ 18%
Agent knowledge improved by an average of 18%.

Download NewDay case study to discover how they did it

Clever Nelly use applications at NewDay include:

Vulnerable customer awareness

Contact centre metrics & KPIs

Complaint resolution / reduction

Employee error reduction

Clever Nelly supports our people to improve their knowledge and confidence, and ultimately deliver a better customer experience.

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