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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.

We opened our Art Gallery in 2011 We've learned a lot of Customer Experience lessons in the 7 years since
This year I had the great opportunity to judge at the UK Complaint Handling Awards, covering the latest in complaint
In this article we share specific email writing tips for better Customer Experience and Service Recovery using a real case
Recently, a Call Centre benchmarking report made the rounds, stating that the industry standard  average abandonment rate was 12%. It
This article is about how I went from being a Contact Centre amateur to a Contact Centre professional. I've been
I’d always been sceptical of Motivational Quotes I'd always been sceptical of motivational quotes. Of course, there were exceptions. President
It's a new year - and a great time for Service Managers to reflect on ways to deliver more value
It's all about the conversations When you're managing or leading a team, it's all about the conversations. Some of my
I met up with a friend who works in another Mystery Shopper research firm. We like to compare notes on
In this article we share how to write a professional Training Brief. We receive a lot of inquiries for training.
This article is about understanding Contact Centre productivity and how the Pooling Principle impacts how 'busy' Agents are when they
This article proposes that a culture of fear and compliance are poor tools for delivering a great Customer Experience. In