Richard Snow's Analyst Perspectives

About the Analyst

Richard Snow

Richard leads Ventana Research’s Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valors. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.


Recent Posts

Aspect Software Makes Progress with New Customer Engagement Center

Posted by Richard Snow on Aug 2, 2017 8:56:10 AM

Not many years ago, building and running a contact center was a complex task. Organizations typically had to license all the systems they required (most of them proprietary and on-premises), customize them to meet their requirements and integrate them into a workable architecture. But beyond all the systems issues, the key to running the center was forecasting the right number of skilled agents that would be needed to handle expected interaction patterns and then routing calls to the most skilled agent for that specific interaction.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization, Digital transformation

RingCentral Integrates Contact Center and Unified Communications

Posted by Richard Snow on Aug 2, 2017 8:40:08 AM

Customer engagement is undergoing its biggest transformation in decades. Consumers now use a significantly greater number and variety of channels to engage with organizations – everything from phone, email and the corporate website to social media, text messaging, chat, mobile apps and video. This is forcing organizations to change in order not to miss out on business opportunities.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Billing and Recurring Revenue, Workforce Optimization, Digital transformation

Amazon Web Services Introduces Turmoil to Contact Centers

Posted by Richard Snow on Jul 26, 2017 10:01:23 AM

I have been involved in the call center market for around 30 years, first as a consultant building call centers for organizations and later as an analyst covering developments in organizations’ customer engagement best practices and vendor product developments. Looking back over the first 20, maybe even 25 years, it has been a slowly developing market. Early call centers essentially included an on-premises ACD or PBX, call routing software, computer telephony integration (CTI) software that could identify the caller and display a page from a selected system – typically CRM – on the screen of the agent handling the call. For the most part, agents were left to their own devices to handle the call, although some organizations developed scripts. Such centers were so successful, organizations began to see the true cost of handling all these interactions, so many started to deploy “call avoidance” systems such as IVR and FAQs on the corporate website to try and cut down costs.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center

Verint Ups Its Game in Knowledge Management

Posted by Richard Snow on Jul 21, 2017 7:36:10 AM

Customer engagement is nothing new – organizations have been engaging with customers in one way or another ever since business began. Over the years, however, the nature of this engagement has changed dramatically, from largely face-to-face encounters and the written word to telephone, email, fax and text messaging and now to text-based applications, social media, mobile apps and video. These changes prompted organizations to create call centers to centralize the handling of phone calls, then contact centers that handle multiple channels of engagement, more recently, self-service channels like IVR and web-based FAQs, to the latest customer engagement centers that embrace all aspects of engaging with customers. Responding to these changes, Verint, best known as a workforce optimization vendor, has extended its suite of products to include a customer engagement center suite.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Workforce Optimization

Genesys Doubles Down on Customer Experience Platform

Posted by Richard Snow on Jul 17, 2017 12:54:38 AM

Today many conversations about contact centers and CRM focus on customer engagement and the customer experience. Customer engagement should be relatively straightforward, addressing how organizations interact with customers through different channels of engagement. However, when it comes to customer experience, I believe many miss the point. The key word is experience, which means it is ultimately about perceptions and emotions. Companies must consider how customers feel prior to, during and after interactions. A common example would be a customer who feels frustrated when he or she gets a bill and believes it is wrong, who then gets angry talking to an agent who can do nothing about it and, as a result, considers changing suppliers.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Cloud Computing, Customer Service, Contact Center, Billing and Recurring Revenue, Workforce Optimization

Technology Improves Customer Experience: Does Yours?

Posted by Richard Snow on Jun 29, 2017 10:11:46 AM

Our benchmark research into next-generation customer engagement finds that three-quarters (77%) of organizations participating in the research said  it is very important to improve the way they engage with customers. The two main drivers behind this are improving the customer experience (cited by 74%) and im­proving performance of the custo­mer service organization (70%). This is important because most companies said their customers have good experiences, but only one-third said that experience is excellent.

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Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, digital technology, Robotic Process Automation, Workforce Optimization

Customer Expectations Remain a Business and Technology Challenge

Posted by Richard Snow on Jun 14, 2017 1:41:45 AM

Our benchmark research into next-generation customer engagement shows that companies use, on average, seven channels of communication to engage customers. It also finds that supporting multiple channels leads to several challenges for organizations, chiefly difficulty of integrating systems (49%), channels managed as silos (47%) and inconsistent responses across channels (33%). Today’s customers have little sympathy for such problems – they quickly lose patience, and customer satisfaction levels fall. This problem in customer satisfaction will likely intensify. In our research, organizations reported that they expect volumes of interactions to increase on all channels and more digital channels such as text messaging, chat, mobile apps and video. In addition, to resolve more interactions at the first point of contact, organizations are using more employees in back-office groups such as finance, HR and operations.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

NICE Evolves Workforce Optimization Portfolio for Customer Excellence

Posted by Richard Snow on Jun 1, 2017 10:14:51 AM

I recently discussed how NICE continues to invest in its core products while creating a full customer experience platform, combining its core offerings with products newly acquired  from inContact and Nexidia. During two recent briefings, I learned that these investments continue at quite a pace; the company announced a new product to address the ever-increasing number of channels of engagement, and another so that smaller centers with less sophisticated requirements can take advantage of a specialized workforce management product.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

Pitney Bowes Innovates Customer Engagement

Posted by Richard Snow on May 23, 2017 10:10:30 AM

Our benchmark research into the next-generation contact center in the cloud shows that organizations are supporting more and more channels of engagement; an emerging one is video. Adoption rates suggest that use of this technology for customer service is still in its early days, but as more consumers make video calls using mobile apps such as FaceTime, WhatsApp and Skype, we expect adoption rates and usage to increase. During two recent briefings I learned that Pitney Bowes has built a portfolio of products to support various uses of video.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center

Imperative for Customer Engagement Needs Attention

Posted by Richard Snow on May 8, 2017 12:21:18 AM

Not long ago, organizations engaged with customers by meeting them in person, speaking with them on the telephone or writing to them. To be competitive today, however, organizations cannot confine customer service to those forms of engagement. Customers now engage with each other and organizations through a variety of digital channels that include email, corporate websites, text messaging, instant messaging, social media, smartphone applications and video.

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Topics: Customer Analytics, Customer Engagement, Customer Experience, Office of Finance, Customer Service, Contact Center