The C&UX Expo logo

27 & 28 MARCH 2019

ExCeL LONDON

Daniel Ord: Speaking at the Customer and User Experience Expo

Daniel Ord

Founder  -  OmniTouch International

What kind of experience does your Contact Centre deliver?

Some Contact Centres have had a hard time raising the bar on their quality standards. But the days of saying a Customer’s name 3 times and thinking that your service is great are over.

Daniel will share multiple examples from his work on Contact Centre Mystery Shopper programs, to bring home the point that it may be time to reinvent your approach to quality as well as provide practical suggestions to do just that.

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About Daniel Ord

Daniel is an American national with 30 years in the Customer Contact industry.

He founded his company OmniTouch International 18 years ago and provides high impact workshops that develop Contact Centre mastery, improve Customer Service delivery and advance Customer Experience know-how.

Over the 18 years he’s been speaking & consulting, and has interacted with more than 50,000 Participants in around 40 countries.

Credentials-wise, Daniel is a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

But Daniel’s most important credential is what his Clients say. OmniTouch has received thousands of positive testimonials over the years - hundreds of which can be found on their website.