Articles by Daniel Ord

About Daniel Ord

Founder and Director of OmniTouch International, Dan is engaged by global, regional and country super brands to help build or expand competencies around their Contact Centres, Customer Service delivery and Customer Experience know-how.

Born in the USA and now based in Germany, over the past 20 years, Dan has engaged with more than 1,500 organisations, across 40 countries and with more than 50,000 participants in workshops & speaking engagements.

When bringing his training down under Dan partners with CX Skills so check their website for the latest courses.

5 Common barriers to team leader success in a call centre

5 Barriers to Team Leader Success in a Contact Centre

March 8, 2019 Last Updated: March 17, 2019
Daniel Ord 0

The Contact Centre Team Leader has arguably the most important job in a Contact Centre but they often have barriers stacked against them to achieve any real success.

how to drive cx values and culture in your business

How to drive CX Values & Culture

February 27, 2019 Last Updated: June 30, 2019
Daniel Ord 0

Learn how to drive CX Values and culture across your business as Daniel Ord shares the lessons he learnt from running over 60 workshops for one client.

First Contact Resolution

January 28, 2019 Daniel Ord 0

It’s a bit like a multi-vitamin that is a cure-all for everything, but there are some real challenges with first contact resolution metrics in call centres.

Tips for Contact Centre Leaders in 2019 to transform into CX Leaders

January 26, 2019 Last Updated: March 17, 2019
Daniel Ord 0

The role of contact centre leaders in 2019 continues to evolve with a larger focus on the entire CX – We’ve got 3 tips to help you make the transition.

Teaching Team Leaders to sound like a leader

February 5, 2018 Last Updated: December 22, 2018
Daniel Ord 0

They have one of the toughest roles in the call centre and a huge influence on the customer experience so we share some tips on how your team leaders can talk like leaders that will help improve staff engagement and link corporate objectives to the frontline team.

Why measuring call centre agents on the number of calls is wrong

Why measuring call centre agents on the number of calls handled is wrong

November 15, 2017 Last Updated: January 15, 2019
Daniel Ord 0

If you are still measuring call centre agents on the number of calls handled it’s about time you stopped for everyone’s sake and we reveal why.

Why you need to reexamine your call centre outsourcing relationship

Is it time to re-examine your call centre outsourcing relationship?

October 29, 2017 Last Updated: January 21, 2019
Daniel Ord 0

With customer expectations and technology rapidly changing, re-examining your call centre outsourcing relationship might a good idea.

Dealing with difficult customers

May 18, 2017 Last Updated: September 29, 2019
Daniel Ord 0

We share some great advice and tips on coaching call centre agents with dealing with difficult customers including a great story you can use.

Why multi-tasking is not productive

April 28, 2017 Last Updated: November 14, 2018
Daniel Ord 0

What has Tom Cruise got to do with multi-tasking? Turns out Tom is at the very core of a lesson learnt by Daniel Ord on why multi-tasking is not productive when it comes to a call centre as agents try to juggle phone calls, emails, texts, live chat and more!