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Our Testimonials

Testimonials from Participants & Clients will always be our most important credential.

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Great overview of managing a Contact Centre!

The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.

A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.

Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.

Alison Ballard, Senior Manager, Sales & Service

Engaging and structured!

Daniel has made the 4-half days fly very quickly, even through online delivery.
The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start.

The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going.

Thank you, Daniel and Marcus!

Melissa Geraghty, Head of Service Innovation, Jacana Energy

On behalf of Maybank, we would like to take this opportunity to thank you for making Maybank’s inaugural CX Masterclass a success.                                             

Your Keynote Address to all Maybank Employees on ‘Who I Am and What I Do’ received positive feedback from our Participants.  

The CX knowledge you have shared will help immensely in the development of exemplary CX and strengthen our relationship with Customers.

The exercise on Taking Ownership in particular was very impactful and was quoted by many as their one of their key takeaways that can be applied immediately at work. 

We hope to partner with you again soon on our future CX-related events or projects.

Head of CX, Maybank Malaysia

Daniel provided the Medical Customer Experience team at Roche (headed by me) a truly outstanding learning experience around CX.
Together with included internal “family & friends”, the team completed a CX masterclass kindly provided by OmniTouch, with Daniel as a trainer and coach. As an outcome, we did not just complete an excellent in-depth CX training together.

But by set-up and the very interactive way Daniel guided us, we experienced a learning journey that was complemented by remarkable open and extremely inspiring discussions about real life cases.
This training continued to resonate with people and the team for a long time.

Dr. Christian Velten, Roche Pharma

I thoroughly enjoyed my time with the group. I have done similar courses in the past, but Daniel was by far the best facilitator. He was engaging and very knowledgeable and very helpful.

I came into the workshop with a pre-conceived idea of what a QM framework was and how to design one.

The workshop really opened my eyes into what a QM is and how coaching and training really works in our environment.

Chris Remnant, Viking Cruises

I had an opportunity to collaborate with Daniel in developing the first ever leadership development program for Cathay Pacific Contact Centre leaders. 

In my first interaction with Daniel, I walked away with a feeling that he was a right partner to develop this program. 

Daniel brings a strong blend of technical and commercial acumen in Contact Centres and the Channel experience space and has a sound on grasp on the leadership and people engagement aspects. 

He’s an exceptional practitioner and was well liked by all the Participants. I would highly recommend Daniel if you are looking for support in the Contact Centre space.

Linjo Oommen, Cathay Pacific Airways