Customer Touchpoint Intelligence

Welcome to our blog where we write about how best-in-class call centers who are using TopBox to transform their Quality Assurance Teams into Strategic Assets.

Shopping for a New Experience

By Christopher Stark | March 19, 2019 | 0 Comments

More and more companies continue to focus their efforts on bettering their customer experiences, thanks to the realization that today’s consumers are more likely to buy a product or service because of the experience rather than the price or features. This CX focus originates from studies similar to the one PCW did last year where…

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With CX, The Truth Hurts So Good

By Chris Tranquill | March 12, 2019 | 0 Comments
Customer Feedback

It’s a fact: your customers are telling you bad things about your brand, your company, and your products every single day.  You need to hear it straight… no chaser. Hey, I get it. You may not like what you hear.  Someone is essentially telling you that your baby is ugly.  It stings, and a normal…

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Survey Says…Time to Move on From Survey Scores

By Christopher Stark | March 6, 2019 | 0 Comments

Companies have been using surveys to try and understand their customers for decades. Similar to the game show Family Feud, surveys are a fun, lighthearted way of understanding people that shouldn’t be taken too seriously; despite this, companies continue to put serious weight behind their survey scores. Business decisions are continually made based on a…

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Sweet Dreams, C-Suite

By Chris Tranquill | February 26, 2019 | 0 Comments

As the CEO of a tech startup, I’m no stranger to restless nights. Thoughts about growth, product changes, personnel, financials, and data security are all frequent visitors in the wee hours. However, there is no single thought that keeps me up at night more than customers. What do they think of our company? How much…

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All Customer Channels are Created Equal

By Christopher Stark | February 19, 2019 | 0 Comments

Customers communicate with your company in a multitude of ways. Over the last 25 years more than 10 new forms of communication have launched, making it even easier for customers to communicate, but more difficult for businesses to stay up to date. Below is a brief timeline of the release of popular customer communication channels:…

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