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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.

What I learned running 60 classes on CX values and Culture for one Client
In this article I share what I learned running 60 classes on CX values and Culture for one Client -
How to help your Contact Centre Team Leaders do better
In this article I share some ideas on how to help your Contact Centre Team Leaders do better. Common barriers
Some suggestions for industry Awards entrants
In this short article I share some suggestions for industry Awards entrants. I like judging industry Awards This year I'm
Whatever happened to First Contact Resolution?
In this short article I consider this question - whatever happened to First Contact Resolution? Last week I was judging
10 CCXP Exam Practice Questions for Customer Research Know How
In this short post we share 10 CCXP exam practice questions for Customer Research Know How. CCXP = Certified Customer
3 Suggestions for Contact Centre Leaders to transform into Customer Experience Leaders in 2019
In this short article I share 3 suggestions for Contact Centre Leaders to transform into Customer Experience Leaders in 2019.
10 CCXP Exam Practice Questions for Customer Experience Strategy
In this short post we share 10 CCXP exam practice questions for the Customer Experience Strategy component of the overall
Implementing appropriate Contact Centre Wait Time Metrics
In this short article I talk about implementing appropriate Contact Centre Wait Time Metrics and strategies. It's not about the
A few things I’ve learned about great Telemarketing Operations
I've learned a few things about great Telemarketing operations and share some of these in this short article. Just like
When good people follow bad Contact Centre process – a story
In this short article I look at an example of how otherwise 'good' people follow bad Contact Centre process. Sitting
How a group of Lifeguards brought Customer Experience to life at the Waterpark
In this short article we share how a group of Lifeguards  brought Customer Experience to life in a Singapore-based waterpark.
Shiny Toy Syndrome – thoughts on Technology in the Customer Experience
In this short article I share why I think shiny toy syndrome is an ineffective approach to improving the Customer