Richard J Snow - Call Centre Helper

Connect with Richard on LinkedIn "> Richard J Snow - Call Centre Helper

Richard J Snow

Richard J Snow, VP & Research Director, Ventana Research

Connect with Richard on LinkedIn

Recent Articles Most Viewed Articles

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

How to Communicate Your QA Framework Clearly

Switch From Live Chat to Chatbots – Without Losing Customers

10 Top Ideas We Heard From Oxfordshire County Council

2026 Research: What Contact Centres Are Doing Right Now

CX Live’s The Experience Show Middle East 2026 Highlights

What Contact Centres Are Doing Right Now - 2026 Edition

Report: The AI Reality Check

Upcoming Events

5th October 2026

Customer Contact Week Europe (CCW Europe)

6th October 2026

How CX Leaders Can Govern AI Agent Quality Across Channels – Webinar

Users Want Answers, Not Search Results

AI Call Scoring in Contact Centres: What Your QA Team Does Next

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?