Case Study: Time Warner Cable achieves consistent customer service coaching with Switchbox, Inc.

Time Warner Cable standardizes thousands of call reviews with Switchbox

Time Warner Cable faced challenges in maintaining consistent customer service quality across its numerous vendor call centers. A lack of synchronization hindered effective coaching and management of customer interactions. Switchbox was engaged to develop a central web and database tracking system to address this.

Switchbox built a custom web solution that standardized feedback for customer service representatives. The system enabled anonymous peer evaluations, management dashboards, and data-driven reporting, which improved accountability and drove consistent service quality across all vendors.

Time Warner Cable