Richard Snow - Call Centre Helper

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Richard Snow

Richard Snow, VP & Research Director, Ventana Research

Connect with Richard on LinkedIn

Recent Articles Most Viewed Articles

A Guide to Call Centre Reports – with Examples

A Guide to Call Centre Reports – with Examples

An Introduction to Agent Desktops – With a Definition, Best Features and Mistakes to Avoid

An Introduction to Agent Desktops – With a…

Call Centre Software: What Should You Be Looking Out For?

Call Centre Software: What Should You Be Looking Out For?

The Top 10 Emerging Technologies in Contact Centres

The Top 10 Emerging Technologies in Contact Centres

New Year Resolution Ideas for Your Call Centre

New Year Resolution Ideas for Your Call Centre

The Best KPIs to Use in Your Call Centre

The Best KPIs to Use in Your Call Centre

How to Get Skilled in Creating a Business Case

How to Get Skilled in Creating a Business Case

Involve Agents in Operations and Strategy

Involve Agents in Operations and Strategy

The Benefits of an IP contact centre

The Benefits of an IP contact centre

What to Look For When Buying – A Contact Centre Desktop Application

What to Look For When Buying – A Contact Centre…

What to Look For When Buying – A Performance Management Tool

What to Look For When Buying – A Performance…

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

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?