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Brian Cantor is the principal analyst for the IQPC Customer Management Practice.  In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives.  Citing this proprietary research, Brian authors CMP’s executive and special report series.

Brian additionally serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals.  CCW Digital’s articles, commentaries, infographics, executive interviews, webinars and online events reach a community of over 170,000.

A passionate advocate for customer centricity, Brian regularly speaks on major CX conference agendas.  He also advises organizations on customer experience and business development strategies.

451 results
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What if you did not have to choose between “operational efficiency” and “customer centricity”? The quest for this “best of both worlds” scenario explains the surge of interest in chatbots....Full Article »
The best brands go one step further. Instead of simply focusing on questions of “what” and “how,” they obsess over the “why.”...Full Article »
"Offering" social customer care is not enough. It's imperative to do it correctly....Full Article »
If the interaction does not take place in the customer’s preferred language, what are the odds the interaction will yield an efficient, effective resolution on the first contact?...Full Article »
74% of organizations believe AI is important, and 56% are actively committed to using it in their customer management functions....Full Article »
From the cost of bad service, to top strategic priorities, to customer loyalty, to AI, to the future of agent engagement, this report evaluates key CX realities....Full Article »
Market conditions are changing and so is the role of the agent within the contact center. What skills must an agent possess to thrive amid this new normal?...Full Article »
How do you create the kind of journey that will yield customer loyalty? What are the factors that make customers loyal rather than merely satisfied?...Full Article »
The days of customers enduring bad experiences are over. Customers are demanding better interactions, effortless and accurate information on the very first contact, and for businesses to understand their specific profiles and personalities....Full Article »
"Standard responses" are bad for customers AND for the business....Full Article »
451 results
of 46