Natterbox Wallboards

Powerful and flexible realtime reporting engine that delivers visual performance management information for sales and customer service teams. Enables the optimisation of staff productivity and team effectiveness to drive sales, customer contact SLAs and a brilliant customer experience.

Overview

The effective management of customer phone calls in a busy sales or customer service organisation is key to both retaining current business and winning new customers. Missed calls, customers held for too long in a call queue or VIP customers going unrecognised all puts business at risk.

Monitoring the performance and effectiveness of customer-facing teams whether they are in a contact centre or distributed across field offices is critical to ensuring an optimal customer experience and effective deployment of staff.

Natterbox Wallboards ensure that management and staff have the realtime business insight to dynamically manage resources for inbound calls and maximise the effectiveness of outbound calling teams. Close integration with CRM ensures that customer information is used to optimise the effectiveness of all customer facing phone operations.

Comprehensive Contact Centre informationMultiple inbound and outbound call metrics, agent status information, caller information and SLAs monitored including:

• New calls/answered/abandoned• Call waiting time• Dial attempts• Average call length• Caller identification & priority• Agent status – busy/idle/unavailable • Visual alerts when SLAs are at risk and failed

Flexible, tailored information screens

Scrolling multiscreen displayAggregate information into logical screens that automatically scroll to maximise information while keeping it clear and readable. For example, one screen could be a high level SLA overview and other screens contain team comparison boards.

Role-specific information viewsMultiple Wallboards can be created to deliver information for different business stakeholders; a senior manager would want high level information across multiple teams while call center agents and team leaders need more detailed view of their teams and call SLA status.

Information displayed on any deviceWallboards are delivered using HTML 5 and can be displayed on virtually any device from large screens in the call center to mobile phones for managers on the road.

Easy Wallboard setup and administrationDrag and drop GUI enables the creation of a highly configurable live wallboard in minutes. Easily select the Wallboard components needed and eliminate clutter to ensure information clarity. Wallboard changes can be configured and updated in realtime.

Support multiple teams and call queuesIntegrate call and agent data from multiple teams, multiple locations and multiple call queues into a single Wallboard. Provides an overview of the business, the ability to identify issues and optimally deploy agent resources.

Integrate customer information held in SalesforceVIP caller identification and prioritisation: If the caller is identified in Salesforce, key information can be displayed on the Wallboard and call routing and prioritisation rules triggered. For example VIP callers’ name and sales value are displayed, they go to the top of the queue or are directed to a named account manager or the most experienced agents. Technical callers go straight to a 2nd line support team.

Business BenefitsWallboards enable effective call management to drive sales, customer satisfaction and staff productivity

Benefits for outbound sales team management• Drive more high quality sales calls - monitor outbound call stats including solid call tracking to ensure that meaningful sales calls are being made. • Drive team performance and motivation - compare performance between teams in a single blended Wallboard - see the stats side by side to compare performance, drive competition and identify best practice.• Extend effective team management across multiple locations - monitor performance of multiple geographically dispersed teams. The Cloud PBX system enables agents in international offices or homeworking to be monitored on a single Wallboard.

Benefits for contact centre management.• Customer satisfaction -real time queue status enables the dynamic management of sales or customer service agents to ensure calls are answered quickly and call management SLAs are achieved.• Staffing optimisation. Ensure that staff are being fully utilised and assigned to most valuable activities - real time agent busy/idle status to help drive high agent utilisation.• Staff motivation – seeing their performance within teams and across teams drives motivation and enable management to use gamification programs to incentivise and drive performance.• VIP customer prioritisation - high customer service delivered to callers identified as high value or important from information held in Salesforce.

Benefits for blended team management• Optimise performance of teams that perform both inbound and outbound calling functions - wallboards can display information to ensure agents are efficiently deployed between tasks, for example iIdle agents can be deployed to outbound activities and moved back to inbound duties when there is high call traffic.

Integration with Natterbox solutionsThe Natterbox Wallboards service requires the Natterbox Cloud PBX.

Including Natterbox Voice Intelligence provides added benefits by leveraging data in Salesforce to add rich customer information to Wallboards queue data such as customer name or customer status, for example “highest spending customer” or “longest serving customer”.

Wallboard ComponentsCall queue showing a number of callers waiting to be answered. The green and red bar is the SLA tracker. The ‘caller name’ and priority is pulled from Salesforce: Never miss an SLA!

Example call queue statistics

Example agents and status

NatterboxNatterbox launched in 2010 to bring voice and business telephony into the digitised customer experience.

Our voice cloud PBX and services capture and integrate voice into customer processes and CRM systems.

Over 250 organisations of all sizes around the world rely on Natterbox to set new standards in customer experience to drive measurable increases in sales efficiency, competitive advantage and organisational success. Customers include Groupon, Expedia, Legal and General, Rakuten, Societe General and Kimberly-Clark.

Natterbox Wallboards Feature Matrix

Features Details

Ring time SLA tracking Visually track in real time how long customers are waiting in queues before they are answered.

Agent Status Tracking Dedicated real-time information on the average time customers have been speaking to your agents.

Queue Status Tracking Dedicated real-time information on the average time customers have been speaking to your agents.

Cumulative talk times Dedicated information on the total time customers have been speaking to your agents.

Average talk times Dedicated information on the average time customers have been speaking to your agents.

Solid Call Tracking Dedicated information on how many solid calls have been completed by your agents.

Solid Call Talk times Dedicated information on the how much time your agents have spent on solid calls.

Real time calls in and out of the business See how many phones in your office, region or even organisation are ringing right now. See how many agents are placing an outbound call in real time.

Abandoned call tracking Dedicated information on customers that have hungup before they spoke to an agent. This can be expressed as a number or a percentage of total calls.

Call prioritisation User the caller number or location to decide if a call should be prioritised. Callers who can also have their priority increased the longer they are in the queue.

Call prioritisation based on Salesforce data Use data stored in Salesforce to decide if a call should be prioritised. For example, contacts calling from account with a high revenue should go to the top of the queue.

Caller CLI based on Salesforce data Use Salesforce to turn a list of phone numbers into names and account information. The real-time queue monitor will display any information from Salesforce you need about callers on your wallboard.

Average wait time tracking Dedicated information on the average time customers have been waiting to talk to an agent.

Max wait time tracking Dedicated information on the maximum time customers have been waiting to talk to an agent.

Customisable time frames Natterbox wallboards allow you to report on data from multiple timeframes, such as hour, day and week.

Blend data from multiple queues Have as many queues as you would like in a wallboard. Why not have real time queue statistics on your first, second and third line team all presented on a single screen?

Show call totals for teams, offices, regions or for the whole org

Scope the statistics in your wallboard for individual teams, regions or even your whole office. Customise the wallboard with the intuitive drag and drop interface to compare team or region stats with the rest of the organisation.

Screen scrolling Setup screen scrolling to ensure all the information you require is on your wall board. The service will then scroll between screens automatically.

Tablet and Smartphone support View Natterbox wallboards on a big screen TV, a tablet or smart phone. Its up to you!

Drag and Drop board customisation All the information contained in the wallboards can be moved and put wherever you want on the screen to ensure the service fits around your business needs

Consolidation of data from multiple geographies All data is stored up in the Natterbox voice cloud. This allows you to create boards containing users from multiple geographies.