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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.

Why years of experience is not the best predictor of Contact Centre success
Why years of experience is not the best predictor of Contact Centre success You’ve heard it, you’ve read it and
10 Contact Center Operations Management questions – how well do you do?
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
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
How to get better at writing
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 about CX, Customer Service & Contact Centers
"The question is not what you look at, but what you see."  Henry David Thoreau In the domains of Customer
Daniel Ord of OmniTouch presents an Awards in Gurgaon India in 2006
Why regular and ongoing Employee feedback matters – even if Employees have to go out and get it
Regular and ongoing Employee feedback matters – even if Employees have to go out and get it. There are cool
Daniel Ord of OmniTouch teaches Contact Centre & CX
What lessons can Contact Centre folks learn from CX folks?
What lessons can Contact Centre folks can learn from CX folks? I’ve written about lessons CX folks can learn from
What Conway Twitty taught me about Agent resilience
How the popular country music Artist, Conway Twitty, taught me a life-long lesson about Agent resilience in the Contact Center.
10 Quiz Questions on Quality Assurance
In this short post I challenge the Reader to answer 10 Quiz questions on Quality Assurance. Though the Quality Assurance
The Marvel Cinematic Universe
Good & evil in Customer Experience and why it’s like a Marvel Comics movie
In this short post I consider the role of good & evil in Customer Experience. The Marvel Cinematic Universe I
What can I do with my CCXP?
In this short and personal post I discuss the question - what can I do with my CCXP? Someone wrote
What kind of Customer experience does your Contact Center deliver?
In this short article I discuss the question – what kind of Customer experience does your Contact Center deliver? It