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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.

In this article I look at the CX lessons we can learn from the Contact Centre industry. Let's consider -
In this short post we share 10 CCXP Exam Practice Questions for the Experience Design, Improvement & Innovation component of
It's time to rethink targeting Net Promoter Score® at the Frontline. In the old days, suspected witches were tested by
In this short post we share 10 CCXP Exam Practice questions for the Voice of Customer, Customer Insight & Understanding
In this short article I talk about Agent KPIs in the Contact Centre. "But Dan...if we don't have an Average
In this article I share how to use the True Calls per Hour calculation in the Contact Centre. We get
In this short article I ask - how did you get into the Contact Centre industry? Have you attended any
I'll be presenting my Keynote speech - What kind of experience does your Contact Centre deliver? - at the Customer
In this article I share what I learned running 60 classes on CX values and Culture for one Client -
In this article I share some ideas on how to help your Contact Centre Team Leaders do better. Common barriers
In this short article I share some suggestions for industry Awards entrants. I like judging industry Awards This year I'm
In this short article I consider this question - whatever happened to First Contact Resolution? Last week I was judging