Practical Training for Contact Centers & Customer Experience

For 25 years, we’ve helped service and experience professionals around the world build capability that improves business results.

Through structured content and engaging learning, we turn insight into practical, lasting performance.

How Can We Help You?

We support organizations and professionals in three primary ways

Corporate Training for Teams

Proven training programs built on practical frameworks that strengthen capability, confidence, and performance.

Explore Corporate Training

Public Courses & Certification

Open programs that build practical capability, with selected courses offering international certification.

View Public Courses

Mystery Shopper & Contact Audit Research

Independent service evaluations that uncover operational and customer experience gaps.

Learn About Mystery Shopper & Contact Audit

Our Purpose

We believe that great Customer experiences begin with people — people who are confident, capable, and proud of the work they do.

We help and inspire people to do better work through practical, human-centered training across three disciplines:

Contact Center Management
Frontline Service
Customer Experience

Today, after training tens of thousands in over 75 countries, clients and participants tell us they value the practicality, warmth, and insight of our sessions.

Alongside training, we conduct extensive Mystery Shopper research — helping clients improve what their customers actually experience.

What Our Training Helps People Do

Our training curriculum helps:

your service professionals navigate difficult customer situations with confidence
your team leaders improve the quality of the conversations they have with their people
your quality assurance professionals improve quality processes, coaching practices, and experience outcomes
your contact center managers master operations to improve performance and stakeholder outcomes
your CX professionals build a clear understanding of the CX ecosystem and core practices, and earn certification

Years of professional training

Global, regional and national clients

Countries in our global footprint

What People Say About Our Work

Building trust with real people.

One of the best!

I’ve attended a lot of CX and Customer Service Training throughout my career and I can say hands-down that Daniel is an exceptional facilitator. He has a natural ability to draw insights and experiences out of participants rather than simply presenting content. This approach creates genuine buy-in and ensures the discussions are relevant to our contact centre and the challenges our teams face every day.

He consistently reinforces the importance of maintaining a positive mindset and not being drawn into a customer’s negativity, while still demonstrating empathy and professionalism. These messages were woven naturally throughout the course and resonated strongly with the team.

Despite delivering the training online, Daniel kept participants highly engaged throughout. His energy, authenticity, and interactive facilitation style made it easy for everyone to contribute, which is no small achievement in a virtual environment.

Daniel is approachable, knowledgeable, and an excellent communicator. He creates a psychologically safe learning environment where people feel comfortable asking questions, sharing experiences, and challenging their own thinking. He also takes time to praise the conversations taking place and notes when people are hitting the mark which creates enthusiasm and excitement in his participants. He adapts seamlessly to the needs of the group, provides practical and relevant examples, and strikes the perfect balance between theory and real-world application.

I would highly recommend Daniel to any organisation looking to build customer service capability through engaging, practical, and memorable training.

Customer Service Manager, Local Government Authority, Australia

Passion oozes and learning is fun

It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome.

Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!

Manager Customer Support, Whitehorse City Council, Australia

Daniel it was a pleasure meeting you in Athens at the CX Summit. Your presentation was truly inspiring. Thank you for sharing your experience and insights! Learning from professionals like you is invaluable regardless of career stage.

Conference Participant, CX Summit Athens Greece

Conference Participant

CX Summit Athens Greece

I wanted to take a moment to thank you for delivering such an outstanding Customer Contact Leadership Workshop, yet again. The feedback we received has been overwhelmingly positive and everyone truly enjoyed the days spent learning from you.

Participants particularly appreciated how you shared your overall experiences and made each element of the workshop easy to understand. The approach was engaging and insightful, allowing everyone to grasp the concepts effortlessly.

As a result, the participants now feel confident that they will be able to apply these learnings in their current roles and manage more efficiently.

Cathay Pacific Global Contact Centre Team

Great overview of managing a Contact Centre!

The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.

A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.

Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.

Alison Ballard, Princess Cruises, Senior Manager, Sales & Service

Engaging and structured!

Daniel has made the 4-half days fly very quickly, even through online delivery.
The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start.

The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going.

Thank you, Daniel and Marcus!

Melissa Geraghty, Head of Service Innovation, Jacana Energy

Top Tier!

This course was helpful in breaking down how to build a quality Contact Centre QA framework, and has challenged my thinking of what we had already established.

I particularly found the segment around the Service Vision was the most interesting for me.

Daniel was an amazing facilitator, making the space feel safe to contribute thoughts and ideas.

Chris Nugent, Performance Analyst, REA Group

Truly Enlightening

Big thanks to Daniel and Marcus for the incredible two-day training.

I appreciate and acknowledge your effort in providing us with better understanding of how to enhance email, communicate well using structured framework and associate techniques.

Thank you.

Maureen Ulsimbi, Bank of the South Pacific, Papua New Guinea

Thank you to Daniel Ord, our helpful, funny and inspiring trainer from OmniTouch International for the insightful online sessions on Managing Difficult Situations.
He taught us how to bring about change in our team’s communications and introduced processes that helped us craft better responses.
Some of the key takeaways from the TOP team include being aware of your emotions instead of being a victim of them, and that people do not improve if you don’t talk to them
Daniel certainly gave us a lot to talk about.

Participants from our Managing Difficult Customer Situations Course from Top Beraten, Malaysia

I thought I knew what CX was. Then I attended the 2-day deep dive into “Mastering the 5 CX Competencies” recently and was blown away.

I have known Daniel for a longer time on LinkedIn, even met up with him for a podcast interview a year earlier. I saw he was offering a course nearby, so I thought “why not” maybe refresh some CX knowledge.

Boy, was I shaken to the core. I had never thought of how true CX can be applied and the incredible change it can make. Daniel is funny, experienced, knowledgeable but also open for others’ ideas as well.

Our class had people from 4 countries and 2 continents, but he brought the group together and made all feel comfortable enough to ask those, sometimes, embarrassing questions. He runs a tight workshop but keeps it feeling light and fun.

Anyone who works in Customer Experience should take a look at this course. It was an eye opener for me.

If you have the opportunity to join a workshop with Daniel you will not regret it.”

Andrew Maher, Founder, Digital Done Right

Daniel is really an awesome presenter, funny & intelligent. Coaches us the values within the company and shares about his own experiences. Thank you Daniel!
Employees from different departments shared their views and established common understanding to achieve better Customer experience. Thanks to the Instructor for the session.
I’m glad everyone attends this course!
Eye opening on how Customer Service has changed.
It’s a great experience attending Daniel’s workshop today!
Engaging instructor – just too short!
An effective and informative workshop.
Very interesting and I love the content of this program.
A fun way of learning and very useful too!
This is a good experience to serve both our internal & external Customers better.

Participants in our Customer Excellence in a Changing World workshop

I have been lucky enough to not only have the pleasure of working with Daniel in a professional capacity but also to be able to call him a friend.

Daniel emceed at the inaugural European Customer Centricity Awards in 2020.

With everything that happened we shifted online, and Daniel took everything in his stride, from carefully learning the script for the prerecorded filming to diligently researching every speaker and their topics to ensure a smooth flow of conversation.

Daniel is impeccable and putting people at ease and making them feel comfortable. Daniel is an outstanding Emcee and overall professional!

Richard Kennedy, COO, Arcet Global

Interesting. Gained new knowledge and expectation of front and backend staff and the difficulties faced.
Fun and interesting with some real case studies provided.
Nice to have a session with different departments and hear their work and challenges.
Fun, eye-opening & encouraging.
Workshop is really helpful.
It was an eye-opening experience and the instructor was very entertaining and interesting.
Engaging and the instructor was very nice and responsive towards people’s comments.

M1 Customer Excellence in a Changing World session for the Backline

Dan Ord ticks all the boxes with his training.

I recently participated in Daniel’s Customer Experience Management Workshop in preparation for the CCXP Exam. I’ve also had previous experience with Daniel’s training before, but this didn’t dampen any surprise I might have had for how impressive this training session would be!

The experience was delightful. The beautiful venue helped create a calm learning environment. The attendees had mixed backgrounds, bringing a lot of flavour and different contexts to the group of delegates.

Finally, the content was delivered in a simple & relatable way, making it an enjoyable experience.

I can tell that the smallest detail was considered when designing the training, and Dan was more than accommodating and prepared for any issues along the way.

You can tell he has been doing this for 20+ years! I would highly recommend this course to anyone considering taking the CCXP Exam.

Daniel Fretwell, Head of CX , The Cotswold Company (UK)

I loved this course and the Trainer’s approach. Daniel is an amazing guy and the way he trains is amazing.
All the checklists, templates and industry definitions were very useful for me.
All of the handouts were quite useful and help me to understand telemarketing & telesales for now and into the future.

DKSH Asia Pacific, Participants in our Telemarketing Operations Management Workshop

“Daniel and Marcus were refreshing. We thought that how we do things were already good, but they showed us how it could be better by unlocking as those small locks that would be instrumental to change. I would like to recommend them to all you folks who monitor & coach as this may be the secret sauce you need for success!”

“This course helps me solidify what I am already doing. After joining this 2-day course it gave me assurance that I am doing the right things and not only that it helps me correct the mistakes I am doing when coaching and also gave me additional inputs to help develop my coaching style.”

“The training was very entertaining, engaging and very insightful. Hearing the group, not just the Facilitator discuss their thoughts openly gives perspectives that connect to the focus points of the training. I loved it. The training brought me so much joy and realization of how much I personally know about the topics discussed and more importantly how much I do not know. What comes next, continuing what I have been doing great and applying the new elements that I have learned and continue to share this experience with the group.”

Participants from VGW Philippines & Australia in our How to Monitor & Coach Agents Course

Awesome! Thumbs up! Daniel is forever good. Love to attend his course as it helps me to grow & never boring like other courses I attended before.

Amazing & very helpful, will definitely plan to schedule coaching & monitoring sessions. The training explains a broader sense in QA, Coaching & Excellent Service.

Love the Customer Letter exercise. It will make good changes in the behaviour of the Agents moving forward.

Quality Assurance Training Participants from FWD Insurance

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

AMAZING!!! I would highly recommend this course to any new or experienced Quality Assurance member.

I am new to the role and have gained so much from this course. Myself and a colleague are in new roles in a brand-new team where we have had to build our roles from the ground up.

Whilst we have done this since Feb 2025 this course and Daniel have given myself and my colleague very valuable information that will assist us in developing ourselves, it will also assist in the development of our teams.

Jamie Mailey, Team & Quality Assurance Manager, Legal Aid NSW

We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial.

Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.

We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned.

Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.

Customer Relations Manager, Princess Cruises

This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course.

Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.

Of course, we were given tools to make sure our customers were given top-tier customer service.

What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results.

Thank you so much!

Customer Solutions Officer, Princess Cruises

The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous CX improvements.

The course was extremely engaging and created a safe environment to ask questions and bounce ideas.

I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!

CX Lead, Suncorp Australia

I love this CX training and learned a lot! Thank you, Daniel, for giving such a meaningful course.

The key takeaway for me was that Customer management and Customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.

It really has provided me with a fresh perspective on my current job.

Operations Manager, Hyatt China

The two-day session was very interesting and involved a lot of interactions and discussions. Just awesome.

Very informative on tips & tricks when attending to customers online.

Fantastic. As it helped the team to really bring out their inner skills & use all of their inner human touch.

Very helpful & gives an extremely new perspective in handling queries. Thank you very much.

Social Media Training Participants from Vodafone Fiji

I have known Daniel for a number of years now and most recently we have been working together on the Customer Centricity Awards programs.

Daniel has been our Emcee and I could not speak any more highly of him. His professionalism, industry knowledge and flair make him the perfect Emcee for our programs.

The countless hours of research into our Speakers and their topics mean that Daniel already has a direction he wants to take any conversation.

This preparation helps to make all the Speakers feel comfortable and this creates a fantastic atmosphere even with our events being entirely online.

Mark Hamill, CEO & Co-Founder Arcet Global

I think this training gave me the tools to be able to better handle adverse or confrontational situations better and how to ‘Wow’ my Guest.”

It was very informative & entertaining at the same time. Broadens up my knowledge more on Customer Service.

Please give more training classes by Daniel – I understand more deeply what I am doing at work.

Mr. Daniel is resourceful, he shared on his experience and gave real examples for guiding in how to improve.

Marina Bay Sands Singapore, Customer Service Training, Participant Testimonials

Really enjoyed this course!

Designed well so that it fits with a busy work schedule. Great content, delivery and knowledge from Daniel and interesting discussions with the group.

I found this course really valuable and have been able to implement and test some thinking and ideas immediately.

Shelley Norton, Head of Brand and CX, PwC

Beginning 2013 we joined Daniel’s courses as delegates of Mobily KSA and by 2015 I got my Certificate in the Contact Centre Management Series after finishing 4 modules (People Management, Operations Management, Customer Relationship Management and Leadership & Business Management) signed by Daniel (Master Trainer – OmniTouch).

Since then, we are confident that Daniel delivers the state of art and latest tactics in Customer Care & Customer Experience to enhance Customer Loyalty in order to reach out the Customer Happiness.

We maintain our boundaries with Daniel by following his Courses, Articles, Seminars and other contributions. Daniel is a real value add to our Organisation.

Adel Al Yaqoot, MBA, Mobily, The Kingdom of Saudi Arabia

Hi Daniel,

I hope this message finds you well. I wanted to take a moment to express my heartfelt gratitude for the incredible workshop you facilitated on “Managing Difficult Situations.” Your expertise and guidance during the session were truly invaluable, and I am incredibly grateful for the knowledge and skills I gained.

Your presentation was not only informative but also engaging and thought-provoking. You have a unique ability to simplify complex concepts and make them accessible to everyone in the room. Your real-world examples and practical strategies for handling challenging situations were especially enlightening. I now feel much more equipped to navigate difficult scenarios, both in my professional and personal life.

Furthermore, your passion for the subject matter was palpable, which made the workshop not just educational but genuinely enjoyable. Your enthusiasm was infectious, and it kept everyone actively engaged throughout the entire session.

I also appreciate your approachability and willingness to answer questions and provide individual guidance. Your commitment to ensuring that each participant left with a clear understanding of the topic did not go unnoticed.

In addition to the content, the organization and execution of the workshop were impeccable. Everything flowed seamlessly, and it was evident that you put a great deal of effort into preparing and delivering an exceptional experience.

Once again, thank you, Daniel, for sharing your expertise and insights with us.

Warm regards,

Customer Care Manager, Adventure Operations Australia

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

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 have been to a great number of courses and have seen many very professional trainers delivering great content and can say with confidence that both content and the way you present really stand out.

You have managed to create a really immersive and very engaging energetic atmosphere during the course.

Listening, thinking, discussing, raising and answering questions – all that made the course very interactive and made sure the material really sank in.

Another important aspect for me was that you generously shared with us a great amount of real-life examples from your own consulting practice. It made the material vivid and live. Again, it makes a huge difference.

CX Consultant, Avaya

“The best three days I’ve spent in training for a long time! This course is the ‘gold standard’ for Customer Experience Professionals looking to sharpen their skills and understanding of the six core competencies needed to effectively lead and transform their organisation’s Customer Experience.”

“I loved the training! I’d been looking for this type of training for some time and it certainly exceeded all my expectations. A great opportunity to learn the fundamental principles and frameworks behind Customer Experience and Daniel was a great presenter!”

“The CX Competencies training was a real eye-opener for me! As the Head of the Call Centre channel, my focus has traditionally been on my team but this course has enabled me to see the bigger picture and provided me with the skills and framework to apply CX strategies and thinking across our entire business.”

Participants in our CX Management & CCXP Exam Preparation Workshop in Melbourne Australia

“I have been handling the Live Chat for almost more than 1 ½ years and this training gave me exposure to many aspects I have not been aware of before.”

“Daniel and Marcus, you both are doing a wonderful job. I’d definitely love to join more of your workshops going forward. Love the group works and the methods you have used to conduct the sessions. I certainly could not believe the session was coming to an end since it was VERY interesting and not boring at all. Keep up the good work.”

“This was a really good workshop, and this is the second time I had a training with Daniel.”

“The learnings were very useful for us to handle day to day work. We learnt to handle not only chat but also emails to deliver a good conversation. Thank you so much.”

“The Trainer has provided an insightful session on Live Chat. He also provided many examples of techniques used.”

Participants from our Mastering Live Chat Conversations Course in partnership with the Singapore Contact Centre Association

“I loved this course and the Trainer’s approach. Daniel is an amazing guy and the way he trains is amazing.”

“All the checklists, templates and industry definitions were very useful for me.”

“All of the handouts were quite useful and help me to understand telemarketing & telesales for now and into the future.”

Participants from DKSH Asia Pacific for our Telemarketing Operations Management Course

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

I thoroughly enjoyed my time with the group. I have done similar courses in the past, but Daniel was by far the best facilitator. He was engaging and very knowledgeable and very helpful.

I came into the workshop with a pre-conceived idea of what a QM framework was and how to design one.

The workshop really opened my eyes into what a QM is and how coaching and training really works in our environment.

Chris Remnant, Viking Cruises

Daniel provided the Medical Customer Experience team at Roche (headed by me) a truly outstanding learning experience around CX.
Together with included internal “family & friends”, the team completed a CX masterclass kindly provided by OmniTouch, with Daniel as a trainer and coach. As an outcome, we did not just complete an excellent in-depth CX training together.

But by set-up and the very interactive way Daniel guided us, we experienced a learning journey that was complemented by remarkable open and extremely inspiring discussions about real life cases.
This training continued to resonate with people and the team for a long time.

Dr. Christian Velten, Roche Pharma

On behalf of Maybank, we would like to take this opportunity to thank you for making Maybank’s inaugural CX Masterclass a success.

Your Keynote Address to all Maybank Employees on ‘Who I Am and What I Do’ received positive feedback from our Participants.

The CX knowledge you have shared will help immensely in the development of exemplary CX and strengthen our relationship with Customers.

The exercise on Taking Ownership in particular was very impactful and was quoted by many as their one of their key takeaways that can be applied immediately at work.

We hope to partner with you again soon on our future CX-related events or projects.

Head of CX, Maybank Malaysia

See our Testimonials