Founder & Director
I’m an American national with nearly 30 years in the Customer Contact industry.
After 20 great years living in Asia I’m now happily settled in Germany.
I opened my company OmniTouch International 18 years ago and facilitate high impact workshops and speeches that develop Contact Centre mastery, improve Customer Service delivery and advance Customer Experience know-how for Participants & Clients.
A lot of folks – from new Team Leaders to the most seasoned management practitioner – end up in the Contact Centre, Customer Service or Customer Experience profession by ‘accident’. Or they were promoted up through the ranks.
What I’m really good at is equipping & inspiring folks with the formal know how and skills to do their CC, CS & CX jobs better – from senior management through to the Frontline.
We currently have 25 unique workshop programs in our overall curriculum and write a lot of customized material for workshops, conferences & events.
Credentials-wise, I’m a CXPA Authorized Training Partner, a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the 00s.
But my most important credential is what Clients & Participants say. Over 18 years we’ve received thousands of positive testimonials – hundreds of which can be found on our website and also LinkedIn.
By education I’m an accountant and by earlier work experience I was VP, Contact Centre Operations in both the US and Asia.
And I continue to write regular blog posts and share video posts because I believe that’s what industry professionals do.
Feel free to reach me at email@example.com