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.

Daniel is also one of just 15 CXPA Recognised Training Providers in the world for the delivery of CX management training as well as a global Contact Centre expert.

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 provides a range of training courses in Australia and across Asia Pacific - Search CX Skills to find his upcoming courses.

The truth about the call centre abandonment rate metric

The truth about call centre abandonment rate

February 20, 2020 Last Updated: June 12, 2021
Daniel Ord

Learn everything you need to know about call centre abandonment rate including why and when it should be used along with another (better) alternative.

Customer Experience Lessons we can learn from the contact centre industry

CX Lessons from the Contact Centre industry

February 3, 2020 Last Updated: April 19, 2021
Daniel Ord

If you are looking for a way to improve your customer experience, there are plenty of CX Lessons from the Contact Centre industry you can learn from.

5 Common barriers to team leader success in a call centre

5 Barriers to a Contact Centre Team Leaders Success

March 8, 2019 Last Updated: July 15, 2020
Daniel Ord

The Contact Centre Team Leader is arguably the toughest job in a call centre and these 5 common barriers are often holding them back from truly succeeding.

how to drive cx values and culture in your business

How to drive CX Values & Culture

February 27, 2019 Last Updated: July 28, 2020
Daniel Ord

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

First Contact Resolution Metric

January 28, 2019 Last Updated: April 29, 2021
Daniel Ord

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

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

January 26, 2019 Last Updated: July 14, 2021
Daniel Ord

The role of contact centre leaders in 2019 continued to evolve and these tips still hold true today for anyone looking to improve their skills.

How to sound like a call centre leader

February 5, 2018 Last Updated: July 15, 2020
Daniel Ord

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.

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: June 18, 2021
Daniel Ord

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: November 24, 2019
Daniel Ord

With customer expectations and technology rapidly changing, the strength of your existing call centre outsourcing relationship becomes even more important.