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.

2019: Forrester’s CX “Plateau” And How To Get Beyond It

By Chris Tranquill | December 4, 2018 | 0 Comments

Can you believe that we’re just a few weeks away from the big ball dropping in Times Square to signal the start 2019?  With the dizzying pace of change, growth and technology advances, it’s a good time to reflect on 2018 and look at the road ahead in 2019. As you may know, Topbox provides…

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The Best Gift You Can Give Your Customers? Understanding Their Experience

By Chris Tranquill | November 20, 2018 | 0 Comments

Bah, humbug!  OK, maybe it’s the scrooge in me, but I know this time of year’s shopping brings as much frustration and confusion as it does glad tidings and good cheer. The retail customer experience can dampen the mood of even the most enthusiastic person. Let’s face it, holiday shopping is high pressure stuff. Finding…

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CMOs, Meet Your Contact Center

By Chris Tranquill | November 6, 2018 | 0 Comments

There’s been a lot written recently regarding marketing leaders’ role in Customer Experience.  Whether it’s the migration of the CMO title to a Chief Experience Officer or Chief Customer Officer, or a less formal move like CMOs taking responsibility for CX-related initiatives, there are clear signals that a shift is beginning to take place.  Marketing…

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BYOD (bring your own data): Why Agnostic Aggregators Are Essential to CX-Motivated Companies

By Chris Tranquill | October 12, 2018 | 0 Comments

If you haven’t been asleep for the past few years you’re aware that there is a real and growing buzz around Customer Experience (CX).  Every company wants to tackle CX but precious few know where to start. Understanding the thoughts, needs and problems of a customer base is a great place to begin. To do…

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Customer Experience as a Grass Roots Movement

By Chris Tranquill | October 9, 2018 | 0 Comments

Last week, Topbox had the honor of sponsoring, attending and participating in the TaskUs CX summit in San Francisco.  TaskUs leaders Bryce Maddock and Jaspar Weir hosted an outstanding event for their amazing clients and other thought leaders in the CX space. It’s so refreshing to see companies like TaskUs emphasizing the need for focus…

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