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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.

My 6 Keynote Speech Topics for 2020
In this short post I share my 6 Keynote Speech topics for 2020. Every year I write new Keynote Speeches
What we’ve learned about conducting Mystery Shopper Research on Chatbots
In this article, we share some of what we’ve learned about conducting Mystery Shopper research on Chatbots.  You mean there’s
What a great Quality Assurance professional can do
In this short article, I share one story of what a great Quality Assurance professional can do. When Cindy -
CX lessons I learned judging CX Awards this year
In this article I share CX lessons I learned judging CX Awards this year. Judging CX Awards is a privilege
What to look for when you hire a new Contact Centre Manager
In this article I share what to look for when you hire a new Contact Centre Manager. Our scenario -
CX lessons we can learn from the Contact Centre industry
In this article I look at the CX lessons we can learn from the Contact Centre industry. Let's consider -
10 CCXP Exam Practice Questions for Experience Design, Improvement & Innovation
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
It's time to rethink targeting Net Promoter Score® at the Frontline. In the old days, suspected witches were tested by
10 CCXP Exam Practice Questions for Voice of Customer, Customer Insight & Understanding
In this short post we share 10 CCXP Exam Practice questions for the Voice of Customer, Customer Insight & Understanding
Do your Agents really talk too much?
In this short article I talk about Agent KPIs in the Contact Centre. "But Dan...if we don't have an Average
How to use the True Calls per Hour Calculation in the Contact Centre
In this article I share how to use the True Calls per Hour calculation in the Contact Centre. We get
So how did you get into the Contact Centre industry?
In this short article I ask - how did you get into the Contact Centre industry? Have you attended any