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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.

456 results
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CRM stands for customer relationship management -- not customer interaction recording....Full Article »
Most businesses recognize the value of customer relationships. But what are the common "CRM" mistakes to avoid?...Full Article »
The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge....Full Article »
"Never say no to customers"? "Culture is the key to a great experience"? "Unify all contact channels"? I think we can do a little bit better than this....Full Article »
News recently emerged regarding Southwest Airlines featuring live concerts on some flights. Is this an admirable display of customer centricity or a way to ruin the flight experience for some customers?...Full Article »
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 »
456 results
of 46