Richard J. Snow, VP & Research Director for Ventana Research the�Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of multichannel contact centers. He conducts research exploring the people and process issues behind customer operations management, the new customer interaction technologies now available to support customer interaction management, ways in which companies are reviewing their strategies for customer relationship management (CRM) and the emergence of its second generation. 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 more than 25 years experience working in the IT services industry and specializes in delivering customer care and billing solutions for telecommunications operators, and delivering several multichannel customer contact centers for organizations in both the public and private sectors.
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