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

Key Things That “Make or Break” a Resource Planning Team

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Vonage Wins Gold at Merit Awards for Technology

8×8 Appoints Boris Grinshpun as Global VP of Product Management

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

27th October 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Awaab’s Law Phase 2: Connecting Property and Resident Data

Digital Where Possible, Human When Essential, Agentic Where Appropriate

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success