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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 recently participated in an expert panel at IBM's Future of the Call Center Summit.  He also advises organizations on customer experience and business development strategies.

Brian's additional focus include fitness and pop culture; he is the president of leading entertainment news site Headline Planet.

473 results
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An organization that ties its CRM investments and initiatives to these tasks will create a more productive environment for agents and more personalized and frictionless experiences for customers....Full Article »
Tags: CRM
Customer management discussion generally focuses on what contact centers need to do better. But what are they already doing well?...Full Article »
7 factors that will reveal whether you understand - and can connect with - your customers....Full Article »
There are some clear, simple steps all businesses can take in their quest to decrease customer effort and increase customer delight....Full Article »
How can you ensure that impact is positive? How can you ensure customers view you as a brand customers trust, love and enthusiastically endorse? CCW Digital’s Special Report on Brand Reputation has the answers....Full Article »
What drives the customer to become committed to the brand rather than content with the interaction?...Full Article »
If you can't answer these questions, you won't position your agents -- or business -- for success....Full Article »
Tags: training
With these 5 tips, you won't simply be serving customers. You'll be connecting with them....Full Article »
Without proper support from the organization, even the most intelligent, personable, empathetic agents will be powerless to connect with customers....Full Article »
The first reflects a “mainstream” view of customer service that should be (but, sadly, may not be) inconsistent with how brands and customers are actually engaging. The second reflects a policy that spits in the face of a pro-customer mentality. The third examines an idealistic concept that has “gone wrong” in practice....Full Article »
473 results
of 48