Articles by Daniel Ord

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.

Website LinkedIn
Teaching team leaders to sound like a leader in your call centre
CX Leadership

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.

Executives

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!

the truth about employee engagement in call centres
Employee Engagement

The real truth about employee engagement

January 9, 2017 Last Updated: December 21, 2018
Daniel Ord 0

The truth about employee engagement in your workplace is that it takes more than just having a staff engagement policy for it to work. But what role is responsible? More often than not its the team leader but are they equipped to improve it?