Topbox

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.

The Rise of the Chief Experience Officer

By Chris Tranquill | September 14, 2018 | 0 Comments

As more customers start to take control of when and how they engage with a brand, the need to provide a great experience across all channels has become the price of doing business. Brands are actively working to differentiate themselves on customer experience because they know that retaining customers is more fiscally responsible than spending…

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Surveys ≠ CX: Get the Context You Crave with Cross-Channel Analysis

By Chris Tranquill | September 10, 2018 | 0 Comments

According to the Harvard Business Review, 58% of enterprises are seeing a significant increase in customer retention and loyalty as a result of using customer analytics. But trying to quantify and navigate something as complex and fluid as a customer’s relationship with your business is difficult, in large part because there are now so many…

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Ever Wonder What’s Being Discussed on Your Non-English Customer Interactions?

By Chris Tranquill | August 28, 2018 | 0 Comments

It has been estimated that less than 5% of the world’s population speak English as a first language.  Even in the United States, over 20% of the residents speak a language other than English when at home.  At the same time, businesses are realizing that the customer experience is the single greatest differentiator in a…

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Why your company must speak the same data language

By Chris Tranquill | April 23, 2018 | 0 Comments

Big Data is allowing us to crunch billions of data points in one analytics platform. We are able to draw reports that banish inefficiencies by thousands… sometimes millions of dollars. This, because big data lets us optimize the supply chain pipeline and drill down to essential trends in customer insights. Yet if our organization itself…

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Best Business Intelligence Tools Of 2018

By Chris Tranquill | April 10, 2018 | 0 Comments

The results are in!  According a 2017 survey, SelectHub determined that the #1 BI need for businesses is an “all-in-one solution that takes their data from simple data points to visualizations and reports that help inform the decision-making process.”  For our break down of top business intelligence solutions, we have focused on the top 7 BI tools…

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