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.


Daniel typically offers training courses once or twice a year in Australia. Search CX Skills to find his upcoming courses.

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how to drive cx values and culture in your business
CX Leadership

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.

The Challenges with First Contact Resolution in contact centres
Call Centre KPIs & Metrics

First Contact Resolution Metric

January 28, 2019 Last Updated: December 30, 2019
Daniel Ord 0

It’s sold as a bit like a multi-vitamin that is a cure-all for everything, but there are some real challenges with using the first contact resolution metric

Teaching Team Leaders how to sound like a call centre leader
CX Leadership

How to sound like a call centre leader

February 5, 2018 Last Updated: January 4, 2020
Daniel Ord 0

Teaching Call Centre Team Leaders to sound like a leader is one of the best ways you can drive culture and performance improvements in your call centre.

Training tips on dealing with difficult customers
Skills & Training

Dealing with difficult customers

May 18, 2017 Last Updated: January 1, 2020
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.

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!