Learning Experiences

Transforming knowledge retention for a major utility provider

First contact resolution
repeat calls reduced by 22% three months post implementation

Decrease Average Call Handle Time by 35 seconds three months post implementation


Today’s employees are bombarded with an abundance of content both on the job and in their personal lives. So how are employers able to compete with the constant stream of information and ensure that the knowledge needed for job competence is front and centre?

This was the case for a multi-channel contact centre at one of the UK’s largest utility provider.

With outstanding service as its goal, this utility provider had invested in a range of learning tools designed to support daily updates and individual development. The combination of huddles, 1:1s, digital and classroom training was not effectively
demonstrating a sound knowledge transfer. Senior managers recognised that there was a gap in how much of the learning ‘stuck’ and it was challenged to find efficient ways to support employees to retain it.

With constant updates to product, service, essential safety and compliance learning, it was imperative that the 4000 employees were up to date with the knowledge needed for their customers.


Davies is changing the way that employees learn by introducing our online knowledge retention platform called Errol Owl.

Through daily quizzes, Errol supports retention by reinforcing key information to evaluate individual knowledge levels and can assist in implementing targeted coaching sessions.

By using artificial intelligence (AI), Errol Owl can adapt questions to reflect user knowledge and competence. Errol Owl is designed to complement existing training and knowledge transfer strategies by providing an engaging and flexible way to embed learning.

When the senior managers at the utility business outlined these challenges to Davies, we instantly recognised this was a perfect scenario for Errol Owl.


Errol Owl provided an engaging and flexible way for the utility provider to embed learning that directly impacts measurable business results. Errol Owl makes it easy for them to create customised content such as bite-sized refreshers, quizzes that encourage retention and timely prompts for critical messages.

Crucially, for our client, it supports reporting with flexible tools that provide detailed insights into individual learning performance as well as overall effectiveness.


“The Owl has made me aware of tariff details and customer processes I didn’t know existed.”
Utility Agent

“The learning evaluations we get from Errol help us to have more effective coaching sessions during 1:1s.”
Utility Team Leader

“It’s a fantastic engaging platform that gives us insight into our people that we’ve never had before. If we use it right, we can join all the dots and get the results we need!”
Utility Senior Manager


The launch day was a major hit with the team but the real success is the business impact that it continues to make. We have helped the 4000-strong frontline team keep up to date with changing products, services and regulatory requirements which has led to a demonstrable improvement in customer service KPIs including First Contact Resolution and Average Handling Times.

“The time our agents are on the phone with each customer has tumbled. We can help so many more customers now.”

With staff engagement levels consistently over 75% with Errol Owl, it has not only added a fun element to knowledge retention but it is supporting employee development and retention on a broader level. Agent feedback has been positive, with staff commenting on how user-friendly the platform is and how it has created some healthy competition.

For the utility provider, this has led to tangible benefits on several KPIs for the contact centre, including Net Promoter Score and Average Call Handle Times.

Want to find out more?

Chat with Lee!

Lee Russell is the Head of Client Solutions and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

He will also be able to share examples of how we have supported our clients to reach their learning and development goals to help achieve incredible business metrics. Book your 121 meeting below.

How is digital transformation altering financial services when it comes to CX?
On the latest episode of the Learning Noodle podcast, we learn all about how digital transformation is changing the way people interact with banks and
The Resilience Handbook
Today’s Learning Noodle Podcast is all about Resilience, but why should we care? Well resilience can manifest in various aspects of our lives and ca
How organisations can grow through change with CX transformation
This week’s episode of The Learning Noodle we are looking at how many organisations are evolving and going through periods of change. Either because
The Power of Digital Learning: What Do You Need To Consider for Success
In this episode of The Learning Noodle we are joined by our Head of Digital Adam Eckersley to chat about the power of digital learning along with how
How Technology and Engagement is Transforming Workplace Culture
Organisations of all sizes are facing competition in attracting and retaining talent. When you combine this with the changing demands of the work
The future of employee experience: People are our biggest investment
With organisations changing at fast pace whether that is hybrid working or more digitalisation, with increased expectations on personalised employee e
Malcolm Taylor - Senior People Development Manager
In this latest Learning Noodle podcast, our guest is Malcolm Taylor, who is the Senior People Development Manager from The Meteorological Office. Malc
Meet the brain to help improve your learning and memory
Imagine what you could achieve if you knew more about your brain? With neuroscientific interests in learning and memory on the increase, what better p
Measuring the impact of learning and development is difficult but possible
This week we will be focusing on the importance of Learning and Development and how to find evidence of its positive effects. Special guest Kevin M Ya
The importance of alignment and retention when in person.
The importance of bringing people together in person to collaborate, does it bring an energy that was lost during the pandemic? It provides the space
How has the learning and development world changed throughout and as a result of Covid 19?
In a world where face-to-face training was no longer an option, special guest Simon Newton, Learning & Development Leader at Autoglass and podcast hos
The impact of L&D on retention rates
With the growing issues around retention rates, special guest Jesse Burcham, Vice President of Training & Operations at PFSbrands and podcast host Ben
Global challenges and contact centre resilience
Ben Hurrell, Head of Learning Experiences & Leigh Hopwood, CEO of the Call Centre Management Association (CCMA) explore how rising living costs and vu
The pressure of the decision maker
How do great leaders know how to make the right decisions? Ben Hurrell, Head of Learning Experiences returns with Deborah Challinor, Expert in Lead
Breaking down obstacles to achieve DEI success
In this episode Senior Learning Experiences Consultant, Tim Gonulalan takes over as host and is joined by Diversity, Equity & Inclusion (DEI) Consulta
Using learning technology and data to track ROI
Learning technology such as knowledge retention platforms are increasingly being used to track and achieve positive ROI on learning experiences. Pe
The role of innovation in delivering "profitable relevance"
Innovation is an often talked about is skills and behvaiour... but what sits behind the mystery? Why is it important? Whose responsibility is it...
" tabindex="0">
Resilience Vs. Perseverance - Developing people to overcome adversity
Is resilience enough, or do we need to focus more on perseverance? We can just take the pain of a problem and work through it, but what can we do to
Leading a team of individuals – How to get the best out of people from different worlds
The world is increasingly celebrating the individual, whether it is respecting where someone is from, their identity, their preferences or even their
How does mental wellbeing impact performance?
Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on
How to boost your CMeX scores and stay on top
Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manag
How does the future of learning intersect with CX?
Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer
The hidden leadership pandemic!
What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sh
The role of learning in the future of work: Why reskilling is such a hot topic
With today's advances in technology, you have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people wh
Is learning & development a cost or an investment?
We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real in
What can learning & development professionals learn from the world of customer experience?
The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and