Welcome to OmniTouch

For nearly 25 years, we’ve helped & inspired people through professional training in Contact Centers, Customer Service & Customer Experience.

And our ability to engage people & deliver business results is backed up by thousands of wonderful testimonials and long term Client relationships around the world.

The Industry Challenge

People don’t go to school to learn the Customer ecosystem, or how to become professionals in Contact Centers, Customer Service and Customer Experience.

Many folks end up learning on the job. While others try to piece together their industry know-how by reading books and attending events.

But there’s a lot to know to succeed in the Customer domain.

And years of experience don’t necessarily equate to a mastery of the many facets within the Customer domain.

This lack of professional know-how & skill doesn’t just limit a person’s individual growth—it affects Organizational success and the overall Customer experience.

Our Approach

We approach the Customer ecosystem as a business discipline. One that, like finance or marketing, requires essential know-how.

So we deliver a robust curriculum, structured content that opens people’s minds and countless examples from our real-world work with Clients around the world.

No matter what course we’re teaching, our Participants tell us they love the stories & examples we share that bring the content to life.

We’re as happy to work in a room with folks who answer chats, phone calls or emails all day as we are to work in a room with senior leaders on strategy, quality or metrics.

This is why we’ve been so successful for so long.

Years of professional training

Global, regional and national clients

Countries in our global footprint

A few of our testimonials

Building trust with real people.

Daniel, thanks a million for the Live Chat Training held earlier today.
It was a highly insightful session and there were many learning nuggets you’ve imparted that had augmented our’ know-how on chat operations.
We are certainly looking forward to translating our learnings into next action steps and will continue to keep a lookout for other training opportunities that may be useful for our team.
Thanks once again for the great session.

Changi Airport Group, Singapore

The Trainer was very knowledgeable and conveyed the contents of the course in a smooth, easy, and understandable manner. The candid environment made it simple to connect with him and he drew very useful points from the examples given in the handout. The importance of CX and how it ties into company culture was insightful and very applicable to the Public Service here in Singapore as we strive to be not only digital-ready, but also to help vulnerable members of society who are lagging behind. We will definitely use what was learned from the course and apply them to our daily work. Thank you so much for the enjoyable and useful course!!!

The Singapore CPF Board

I organized a 3 days Customer Experience training with Daniel.

I had already seen how great Daniel performs in face-to-face events and was excited to get this project rolling.

Unfortunately, the COVID situation changed the game and forced us to do it remotely. Luckily, Daniel was as fantastic via video-conference as he is face-to-face.

These three days were intense but really insightful, mixing pure learning, exercises, tests, group discussions… not a dull moment, not a minute wasted, and a much better overview of the CX world in the end.

Definitely a must for whoever wants to improve the experience Customers get from a company.

Julien Rio, RingCentral

I invited Daniel to Hungary as our Keynote speaker for our CONTACT conference. I was right and it was a super idea as everybody at the event loved his presentation. Daniel delivers professionalism, and passion all the time and he knows what Customer Experience is. I’ve learned a lot from him and hope our business relationship moves further soon.

One more thing: Humour is super important. Daniel a Master of Humour, too!

András Lőrincz, Keynote Talk – CONTACT Conference

Daniel is a true Customer Service expert and professional in his field. Daniel tailored a bespoke 2-day training course for us to help us create the foundations of our new Contact Centre.

The material was and remains very valid and invaluable. He takes a genuine interest in our business and our customer service journey and we would welcome him back any time.

Lisa Goode, GoTo Energy (UK)

It was great having Daniel as our Trainer for Connecting with your Customers through Email and he has helped us tremendously in rethinking our approach toward emails.

As always, his trainings are very interesting. With his extensive experience and passion for emails, he was able capture my team’s attention throughout. My team enjoyed the course and has so much praise for Daniel. Great Trainer!

Denise Lazaroo, M1 Singapore

I had an opportunity to collaborate with Daniel in developing the first ever leadership development program for Cathay Pacific Contact Centre leaders.

In my first interaction with Daniel, I walked away with a feeling that he was a right partner to develop this program.

Daniel brings a strong blend of technical and commercial acumen in Contact Centres and the Channel experience space and has a sound on grasp on the leadership and people engagement aspects.

He’s an exceptional practitioner and was well liked by all the Participants. I would highly recommend Daniel if you are looking for support in the Contact Centre space.

Linjo Oommen, Cathay Pacific Airways

See our Testimonials

Qualifications

We’re different in the right ways.

Our suite of courses is robust

We cover Contact Centers, Customer Service & Customer Experience across all organizational levels from Senior Leadership, through to Middle Management and Frontline & Backline Team Members.

This is a significant benefit for Participants because we’re able to address so many of the questions that are brought up in course sessions.

We’ve been training and speaking professionally for nearly 25 years

Every course we deliver has been run dozens, sometimes hundreds of times. We know what makes a robust and fun learning experience.

It’s a global industry and we bring global experience

To date we’ve worked in over 75 countries – many in person and of course many online. Which means that we aren’t just good at working in different cultures. We’re able to share global examples & lessons with our Participants from around the world.

We conduct Mystery Shopper and Digital Contact Audit Research

Though teaching is core to what we do, we do more than just teach.

We have over two decades of global experience with Mystery Shopper and Digital Contact Audit Research. Advising Clients where to keep up what they’re doing well and where to improve.