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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.

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
In this article I share why manners will always matter. Why manners will always matter. The wonderful etiquette author and
As pressure to deliver a better Customer experience increases, more Organizations are relooking at their  Contact Centre Outsourcer relationship. And
In this article we talk about Contact Centre Average Handling Time. So put your feet up on the couch and
The rise of digital interactions has generated a corresponding rise in the volume and intensity of difficult Customer situations. The
I learned a very powerful lesson about productivity when I used to manage Distribution Centers. In the 1990s I worked