Home Blog

Blog

Share
Blog
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.

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
Why your call quality doesn’t deliver on Customer experience
Call quality in today's Contact Centres hasn't improved enough to keep up with today's Customer expectations. Recently we released a
How Mystery Shopper Research contributes to the Customer Experience
In this short article I share how Mystery Shopper Research contributes to the Customer Experience by looking at the first
To the Contact Centre industry – are we living in a siloed world?
It's common for Contact Centre practitioners to complain about the siloed thinking that exists in their organizations.  And any CX
How to implement a Skills Training program that works
There are few things to remember when you want your Skills Training program to work. Remember when it was always
Why are you still talking about Average Handling Time?
It’s time to talk about that old favorite – Average Handling Time also known as AHT. So put your feet
Here’s some advice to become an industry award winner this year
Your best chance at winning an award has to do with both the content of your entry and the style
You can’t have Customer Experience without having some courage too
Organizations aren't courageous, people are. And Customer experience takes courage. Cowardly Lion: All right, I'll go in there for Dorothy.
Dear Contact Centre Agents – please stop pushing Customers to self-help
This article examines the Customer experience impact of pushing Callers to self help options as a method to improve Contact Center
The risks of channel blending in a Contact Centre
This article is about the risks inherent in channel blending in Contact Centres. Channel blending is defined as having Agents
You have to make yourself uncomfortable to become comfortable
When you own a business, you have no choice but to put yourself into situations that you find uncomfortable -
Stop blaming poor organizational behaviour on national culture
It's not ok to blame poor organizational culture on national culture. One of the great things about working in many different