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.

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

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
Call Centre KPIs & Metrics

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

Teaching Team Leaders how to sound like a call centre leader
Call Centre Team Leader Tips

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.

Training tips on dealing with difficult customers
Skills & Training

Dealing with difficult customers

May 18, 2017 Last Updated: January 1, 2020
Daniel Ord

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