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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Why multitasking is not productive in a call centre
CX Executive Tips

Why multitasking is not productive

April 28, 2017 Last Updated: March 11, 2020
Daniel Ord

Despite the perceptions, multitasking is not productive when it comes to a call centre agent trying to juggle phone calls, emails, texts, live chat and more

Stop karate chopping your customers
How to Improve the CX

Stop karate chopping your customers

January 30, 2017 Last Updated: December 25, 2019
Daniel Ord

Karate Chopping your customers is when you push someone to self-service without offering to help first – it’s poor form as Daniel Ord explains.

The call centre industry's dark secret
CX Executive Tips

The call centre industry’s dark secret

January 5, 2017 Last Updated: January 4, 2020
Daniel Ord

We spill the beans on the call centre industry’s dark secret – and it’s an area we can all improve on if we are truly going to progress as an industry.

Why the AHT Metric should be extinct
Call Centre KPIs & Metrics

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023
Daniel Ord

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

why multichannel agents are less productive in the call centre
CX Executive Tips

Why Channel Blending reduces productivity

October 6, 2016 Last Updated: March 20, 2020
Daniel Ord

In the push to omnichannel, we expect call centre agents to handle everything but channel blending is reducing agent productivity as Daniel Ord explains.