Richard J Snow Archives - Call Centre Helper

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Richard J Snow

Richard J Snow, VP & Research Director, Ventana Research

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The future of CRM

The future of CRM

Customer loyalty – fact or fiction?

Customer loyalty – fact or fiction?

Customer Experience Management (CEM) – What is it really about?

Customer Experience Management (CEM) – What is it really…

Have Service-Level Stats Outlived their Sell-by Date?

Have Service-Level Stats Outlived their Sell-by Date?

How Unified Communications Can Improve The Contact Centre

How Unified Communications Can Improve The Contact Centre

Six things to banish from your contact centre

Six things to banish from your contact centre

How it Looks – the Contact Centre of the Future

How it Looks – the Contact Centre of the Future

Time to Get Rid of Your IVR (or at Least Fix it)

Time to Get Rid of Your IVR (or at Least Fix it)

Customer Experience Management (CEM) Explained

Customer Experience Management (CEM) Explained

What to Do With an Agent Who’s Suddenly Lost Their Confidence

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

Vonage Named Major Provider in Emerging ICX Category

Zoom Named a Leader in IDC Revenue Orchestration Assessment

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