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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.

A Culture of Fear & Compliance are poor tools for delivering a great Customer experience
This article proposes that a culture of fear and compliance are poor tools for delivering a great Customer Experience. In
Why Manners will always matter
In this article I share why manners will always matter. Why manners will always matter. The wonderful etiquette author and
It’s time to relook at the Contact Centre Outsourcer relationship
As pressure to deliver a better Customer experience increases, more Organizations are relooking at their  Contact Centre Outsourcer relationship. And
Why are you still talking about Average Handling Time?
In this article we talk about Contact Centre Average Handling Time. So put your feet up on the couch and
What Service People can learn from “The Princess & the Pea”
The rise of digital interactions has generated a corresponding rise in the volume and intensity of difficult Customer situations. The
What Tom Cruise taught me about productivity
I learned a very powerful lesson about productivity when I used to manage Distribution Centers. In the 1990s I worked
Can your Contact Center Agents compete with a robot?
If I were employing Contact Center Agents today, I'd be asking how my training and development processes helped my Agents be
How to write a Tender for Contact Centre Outsourcing
In this special 1 day session we will help you write a Tender for Contact Centre outsourcing. Choosing the right
Stop outsourcing your happiness
Its tempting to play the if/then game with your happiness.  If my boss gives me this, then I'll give my
How to plan a better Workshop
You can run a better Workshop at your organization by following a few simple steps. Every year, organizations plan workshops
No – your Team Member does not have an attitude problem
It's tempting to blame performance issues on attitude - but there is no such thing as an attitude problem. When
Marcus & GCT
What resilience looks like – what I learned training persons with disabilities
I've had the privilege of training persons with disabilities to become Contact Centre Agents - and I've learned a lot