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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.

Organizations aren't courageous, people are. And Customer experience takes courage. Cowardly Lion: All right, I'll go in there for Dorothy.
This article examines the Customer experience impact of pushing Callers to self help options as a method to improve Contact Center
This article is about the risks inherent in channel blending in Contact Centres. Channel blending is defined as having Agents
When you own a business, you have no choice but to put yourself into situations that you find uncomfortable -
It's not ok to blame poor organizational culture on national culture. One of the great things about working in many different
The ability to write a great email is complex skill - not simply the competency to read and write. There’s
An innovative industry deserves an innovative Awards - and I'm privileged to have been involved as a Judge & Chairman.
The ability to carry on a conversation in a service setting is a fine art.  A great conversation evokes the
It's always fun to present at internally hosted Service events. You know - those events that most service-oriented organizations hold
Get Contact Center industry-leading training at subsidized rates in Singapore! Since 2014, Singapore’s Employment & Employability Institute (e2i) has endorsed
In an industry driven by excellence, it's an honor to be recognized by Clients & Partners. Received in January &
Adding the phrase 'Customer Experience' in front of something doesn't make it so.  And this applies to Mystery Shopper research.