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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.

“If knowledge is power, knowing what we don’t know is wisdom.” Adam Grant In our first year of operation, the
When you're not sure why the reports you generate matter, or wonder if they even make sense, it's time to
The people have spoken - should your CX Head be a Contact Center expert too? Pretty much everyone would agree
Everywhere you go Trainers and the people that employ them talk about engagement.  But engagement shouldn't be the goal.  Here's
In this article I share the story of how a strategy session went off track, even amongst CX experts, and
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 You’ve heard it, you’ve read it and
In this post, I share 10 Contact Center Operations Management questions for Contact Center leaders who want to gauge their mastery
What Emily in Paris taught me about CX
Here's what Emily in Paris taught me about CX In the show, Emily in Paris, there’s a funny scene between
In this article I talk about how to get better at writing. I wrote this as a response to a
What I learned from Thoreau came from stumbling across his quote in a science fiction book I was reading -
Daniel Ord of OmniTouch presents an Awards in Gurgaon India in 2006
Regular and ongoing Employee feedback matters – even if Employees have to go out and get it. There are cool