Regulated firms know that they have a duty to train their employees, ensure their employees reach a given standard and then maintain that standard. Similarly well-managed non-regulated firms recognise that employees that have learned and retain what they were trained perform better.
The training bit isn’t that challenging – although increasingly employees resent mind-numbing annual e-learning modules and the forums are awash with L&D professionals asking ‘how to make “required learning” more interesting’.
The solution doesn’t lie in the training (although certainly some of the required learning content could be improved!) the solution lies in a philosophical mind-set shift of management to embracing a culture of continual learning. The short article below looks at how House of Fraser have done just this using Clever Nelly.
House of Fraser have been using ‘Nelly’ over the course of the past year within our Customer Service function. Nelly has proved to be a huge success. Quick and easy to use for both agents and supporting staff whilst providing a level of real time insight which is used to help support, coach and develop our teams.
As with all things, the more you invest, the better the results. This is especially true through our commitment in developing Nelly to drive a measurable improvement in agent knowledge as we surface process and skill gaps and target training and improvements which add immediate value. Gone are the days of surveying and monitoring staff reactively, replaced with a solution which provides a real time position on exactly where the gaps are. Our investment in Nelly has resulted in YOY improvement in our independently reported customer satisfaction score and internal quality standards.
Nelly’s agility keeps things simple, creates a solution which agents are happy to use and the management team value and appreciate.
Scott Bain – Head of Contact Centre Operations
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