Watch: Preparing the Frontline for Complex Conversations

The role of the frontline colleague is changing, and it’s changing fast thanks to technology. With contact centre leaders taking a digital first approach, removing simple interactions from the frontline, it’s leaving more complex and emotive conversations to be had. These conversations are often longer and require a more genuine and authentic competence to handle.

It is widely reported that customer service standards in the UK have fallen to an all-time low and one of the reasons for this is said to be firms reliance on technology investment over employee investment. NewDay and others are bucking this trend with a different strategy, where AI is deployed not to displace employees but to ensure they are competent, confident, and capable of dealing with the more challenging conversations.

How are you supporting your frontline as your operation goes through this transformation? How are you closing the employee skills gap? And how are you attracting and retaining people in this new world?

Watch below as CCMA’s CEO, Leigh Hopwood, explores these questions and more during this interactive online seminar featuring Francesca Rea, Director of Customer Operations at NewDay and Adrian Harvey, CEO at Elephants Don’t Forget.

Resources

Elephants Don’t Forget would love to share these resources with you to help benefit your contact centre operation. Check them out!

• Download the free report on The State of UK Customer Satisfaction. It’s packed with insights from industry leaders, consumer bodies and regulators. It examines how your industry peers are improving agent competence and confidence to improve CSAT and combat the identified drivers of poor CX, including poor complaint handling, declining FCR, and excessive wait / hold times.
• Visit and subscribe to the Elephants Don’t Forget YouTube channel to hear how industry leaders are improving KPIs, CSAT and ESAT.
• In this short video series, Francesca Rea, NewDay’s Director of Customer Operations, explains how they reduced Call Hold Time by 35% and After Call Work by 28% by improving agent competence and capability.
• Interested to learn more about Clever Nelly? Using less than 90 seconds per employee per day, we improve the Key Performance Indicators that drive value in contact centres just like yours. Get in touch to see how it works. Book a consultation

About Elephants Don’t Forget

Elephants Don’t Forget are working with leading brands and SMEs, including NewDay, Microsoft and LV= Insurance to target the root causations of these issues using agent-centric Artificial Intelligence (AI) called Clever Nelly which financially guarantees employees learn, retain, and translate their workplace training into in-role competence.