Articles by Brian Cantor

Brian Cantor

Brian Cantor is a customer experience and marketing analyst who currently serves as the managing editor and community director of IQPC’s Customer Management IQ, an online advisory portal and publication for professionals in the space.
Brian’s customer management commentaries, which draw inspiration from empirical research and real-world anecdotes rather than antiquated management textbooks, have been called “must-read” resources for call center managers, customer experience leaders, retailers and social media specialists and have been cited by prominent publications like Forbes.  He has also been invited to contribute for leading industry outlets like Social Media Today and Biznology.
Drawing on his events production background with IQPC, Brian also created and produced the successful “Social Media for Customer Management” and “Call Center Success” online event series.
Through the eNewsZone Media Network, an online media company he founded while a freshman in high school, Brian additionally analyzes “backstage” news in entertainment and sports.  His celebrity interviews and industry assessments have been featured by leading outlets like Yahoo!, Perez Hilton, Deadspin and Movieline.
Brian graduated from Harvard University in 2009 as an honors joint concentrator in Sociology and Economics.  He focused on Government as a secondary concentration.
Always game for discussion about customer management, entertainment and sports, Brian is also thrilled to answer questions on fitness and nutrition.  Feel free to contact Brian at brian.cantor@iqpc.comand visit his publication’s homepage at

    346 column results
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  • What "Normal" People Think About Customer Service

    When levying criticism against organizations, customer management thought leaders—including contributors at Call Center IQ—often dwell on detachment from the voice of the customer. Businesses, thought leaders argue, devise and implement strategies from the isolated comfort of their boardrooms.  Unable to relate to customers and unwilling to truly understand who they are and what... Full Article »

  • The 3 Es – How To Drive Agent Performance, Improve the Support Experience

    Organizational leadership can say all the right things regarding customer-centricity.  Human resources can do a tremendous job of recruiting intelligent, personable, motivated agents to handle help desk inquiries. Without successfully fusing the practices together, its philosophically admirable initiatives will provide little tangible reward.  They will do little to elevate the... Full Article »

  • 4 Facts About the Omni-Channel Customer Service Revolution

    Derived and designed in the boardroom, many customer service initiatives hitch their wagons to the notion of luck. They can align perfectly with widely touted customer service “best practices,” rely on supremely innovative technology and demonstrate vast superiority over competitors’ offerings, but the initiatives ultimately emerge devoid of influence from the one voice that... Full Article »

    Tags: omni-channel
  • Omni-Channel: The Game is Changing

    The following is derived from Call Center IQ's Executive Report on the Omni-Channel Customer Experience.   Download your complimentary copy now ! The disparity between mindset and execution rears its head in all facets of contact center strategy. It explains why organizations can recognize the efficiency and scalability of cloud solutions but still primarily rely upon on-premise... Full Article »

    Tags: omni-channel
  • Customer Management Lessons from "Seinfeld" - Part Five

    After nearly a year of independently dissecting the call center and customer service realms, we are once again willing to let the iconic sitcom “Seinfeld” do the thinking for us. A source of some of the wisest, most astute commentary on everything from race relations, to romantic interactions between genders, to the hazard of introducing politics into conversation,... Full Article »

  • Don't Treat Your Customers Like "Leftovers"

    Johanson: “What did they do?  If the drinks are on them, it is because you have been seriously wronged.” Nora: “Maybe they’re just rewarding me for being a loyal customer…” Johanson: “No, that isn’t the way the world works.” Nora: “Indeed, it is not.” Believe it or not, Patrick Johanson, not Nora Durst, represented the voice... Full Article »

  • Is the "Call Center" Dead?

    Every year, Call Center Week enjoys marked growth in size and relevance for customer service professionals. Every year, more and more of the authoritative event’s attendees engage in debate about the relevance of the term “call center.” Believing “call center” refers specifically to those who answer customer support inquiries, some professionals believe it... Full Article »

  • Who Cares About Customer Satisfaction?

    The following is an excerpt from Call Center IQ's comprehensive--and totally free-- Executive Report on the Customer Experience: Driving Customer Satisfaction from the Call Center .  Download your free copy of the exclusive research report here ! Unsatisfying Divide Given their belief that it plays a pivotal role in determining success, organizations unsurprisingly build their... Full Article »

  • 7 Mistakes Made on Comcast's Customer Service Call from Hell

    He was probably being rude.  He was probably blaming the business for something that was out of its control.  He was probably turning a deaf ear to the agent’s honest and helpful insights. Whenever a customer complains about a customer service experience, businesses—and occasionally other customers—immediately seek to shift the blame to the customer.  Hoping to... Full Article »

  • Singer Ed Sheeran's Customer Service Blunder: "Cool Story Bro"

    Ed Sheeran might be able to “Sing,” but when it comes to customer service, he definitely has no place on “The a Team.” The singer-songwriter, whose new album “x” debuted at #1 with sales of more than 200,000 last week, committed a major customer service “Don’t” while leading a Q&A on Beats Music’s Facebook page. As part of a... Full Article »

  • If You're Easily Offended, Don't Offend Your Customers First

    The community of customer service professionals is not a naïve one.  It knows that, from a factual perspective, the customer is not always right.  It knows that, from a social perspective, the customer is very often rude. While they might not be able to say so publicly, many within the community would jump at the chance to support—and defend—agents who draw a personal... Full Article »

  • 346 column results
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