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by OmniTouch International

Thought leadership to help & inspire.

We believe that every industry professional has a personal obligation to share ideas, learnings & thoughts.  That’s why we write and publish constantly – both in our own forums and in CX & Contact Centre publications around the world.

Dashboard and metrics
Thanks Dan but do you have the Contact Center metrics for BPOs?
THANKS DAN BUT DO YOU HAVE THE CONTACT CENTER METRICS FOR BPOs? I'll never forget it. After a quality coaching
The DACH Customer Excellence Awards – a superb event!
No matter who you are, what you do or where you work, being recognized matters I watched the Oscar Awards
We all took a personality test – now what?
We all took a personality test, so how do we use what we learned in our coaching conversations? That's what
Don’t make a bad decision in the name of a good outcome
Making a bad decision in the name of a good outcome - is still a bad decision Read the following
How the Ruby Slippers and Contact Center Metrics intersect – a lesson from the Wizard of Oz
HOW DOROTHY'S RUBY SLIPPERS AND CONTACT CENTER METRICS INTERSECT - A LESSON FROM THE WIZARD OF OZ. I read a
The best $380,000 I ever spent
“If knowledge is power, knowing what we don’t know is wisdom.” Adam Grant In our first year of operation, the
I think our Reports Person has lost the plot
When you're not sure why the reports you generate matter, or wonder if they even make sense, it's time to
Should your CX Head be a Contact Center expert too?
The people have spoken - should your CX Head be a Contact Center expert too? Pretty much everyone would agree
Dear Trainers – engagement shouldn’t be the goal
Everywhere you go Trainers and the people that employ them talk about engagement.  But engagement shouldn't be the goal.  Here's
The London Tube Map and CX Strategy – a story
In this article I share the story of how a strategy session went off track, even amongst CX experts, and
Why Fortune Cookie Wisdom frustrates me and what you can do about it
Fortune Cookie Wisdom dilutes the impact you want to make when you present to an audience. Here's what to do
Why years of experience is not the best predictor of Contact Centre success
Why years of experience is not the best predictor of Contact Centre success You’ve heard it, you’ve read it and