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Richard Snow

Richard Snow, VP & Research Director, Ventana Research

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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

White Paper: Impact of Digital Channels on Customer Engagement

White Paper: Impact of Digital Channels on Customer…

New Year Resolution Ideas for Your Call Centre

New Year Resolution Ideas for Your Call Centre

Analysts to Debate ‘the Future of Customer Experience’ at CX17

Analysts to Debate ‘the Future of Customer Experience’…

The Best KPIs to Use in Your Call Centre

The Best KPIs to Use in Your Call Centre

Verint Ranked at Top of Ventana Research’s 2016 Value Index Ranking for Workforce Optimization

Verint Ranked at Top of Ventana Research’s 2016 Value…

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

Cloud Service Arrives in Europe

Cloud Service Arrives in Europe

Survey – Modern Trends in Customer Service

Survey – Modern Trends in Customer Service

Contact Centre Experts 2014 – Who Have We Missed?

Contact Centre Experts 2014 – Who Have We Missed?

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…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise