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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.

How to learn more about Customer Experience and prepare for certification
This article is about how to learn more about Customer Experience and prepare for Customer Experience certification. I share my
The Customer Experience Mystery Shopper Program – are you on track?
If you want to conduct a Customer Experience Mystery Shopper there are some do's and don'ts you need to know.
Customer Experience lessons we learned and apply in our Art Gallery
We opened our Art Gallery in 2011 We've learned a lot of Customer Experience lessons in the 7 years since
What I learned judging this year’s UK Complaint Handling Awards (2018)
This year I had the great opportunity to judge at the UK Complaint Handling Awards, covering the latest in complaint
Email Writing Tips for better Customer Experience – the Ritz Carlton, Santa Barbara
In this article we share specific email writing tips for better Customer Experience and Service Recovery using a real case
Getting a handle on Abandonment Rate in the Contact Centre
Recently, a Call Centre benchmarking report made the rounds, stating that the industry standard  average abandonment rate was 12%. It
How I went from Contact Centre amateur to Contact Centre professional
This article is about how I went from being a Contact Centre amateur to a Contact Centre professional. I've been
What I’ve learned about Motivational Quotes
I’d always been sceptical of Motivational Quotes I'd always been sceptical of motivational quotes. Of course, there were exceptions. President
How to be a better Service Quality Manager in 2018
It's a new year - and a great time for Service Managers to reflect on ways to deliver more value
How Team Leaders can talk like Leaders
It's all about the conversations When you're managing or leading a team, it's all about the conversations. Some of my
Terror in the Boardroom – and the impact on your Mystery Shopper research
I met up with a friend who works in another Mystery Shopper research firm. We like to compare notes on
How to write a professional Training Brief
In this article we share how to write a professional Training Brief. We receive a lot of inquiries for training.