Daniel Ord
The Leading Global Training Expert in Customer Experience and Contact Centres!
Daniel Ord’s academic credentials and professional achievements set him apart as a true leader in the field of customer service, contact centres, and customer experience.
He holds multiple certifications, including being a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, and a Call Centre Industry Advisory Council Strategic Leader, as well as being Net Promoter Certified. Daniel was also the first to introduce professional Contact Centre certification to Asia in the early 2000s—a testament to his commitment to advancing industry standards.
Over the past 20 years, Daniel has trained more than 50,000 participants across over 40 countries via his Omnitouch International business, with a significant presence in Australia and the Asia-Pacific region. He has earned thousands of testimonials praising the quality of his training and presentation skills.
His sessions consistently receive outstanding feedback, with an impressive average customer review rating of 4.9 out of 5 stars since he began partnering with CX Skills in 2019.
Daniel’s nearly 30 years of experience in the Customer Experience and Customer Contact industry have given him a rare skill set, mastering three interconnected domains: the Contact Centre ecosystem (operations, quality, leadership, and people), Customer Service (service culture and communication channels), and Customer Experience (organisational culture and CX certification preparation).
Daniel is also a sought-after keynote speaker at leading CX and Contact Centre conferences worldwide, a regular guest on podcasts, and a key contributor to content and strategy for the Australian Customer Experience Professionals Association (ACXPA). His expertise is further recognised through his role as a judge for numerous CX and Contact Centre awards programs globally.
Booking a course with Daniel Ord means learning from one of the most experienced and respected professionals in the industry—someone who not only teaches but transforms how organisations deliver exceptional customer experiences.
The BEST course I've ever done!
In all my years of customer service, and we are now in the 4th decade of customer service, I have never done a course that answered so many questions I didn’t know I even needed an answer to.
Without a shadow of doubt, hands down, dead set – this was the BEST course I have ever taken about how to do my job. EVER.
Meeting Daniel and drinking up his enthusiasm for his work has re-sparked my desire for my job. I now have the tools and the understanding that I never had before, or if I had been given the tools, they were not explained very well, because now I get it. I get it, I never did before.
The TED talk, which I watched a couple of times over already, was perfection and I think everyone should watch it. Brilliant. I could go on.
The four of us from Dulux think this was amazing and to quote one of us, “Daniel is in the right profession.” Thank you.
A man in demand!
When you are one of the leading experts in the world, it’s no surprise that Daniel is a man in demand!
Daniel is often the keynote speaker for a host of leading CX & Contact Centre conferences all over the world; he’s a regular guest on podcasts, including the Australian Customer Experience Professionals Association’s CX Matters Podcast, he chairs conferences all over the world, and he’s been a judge for countless CX & Contact Centre awards programs across the globe.
And if that wasn’t enough, Daniel is also a prolific writer, contributing numerous articles for leading publications across the world, and he’s well known on the LinkedIn community for sharing his insight and passion for the industry.
His passion, however, is training, and we are thrilled to continue to bring you courses facilitated live by Daniel Ord for Australian and New Zealand customers.
Daniel Ord Courses Overview
Rather than try and cram everything into a one-size-fits-all course, Daniel Ord offers a range of bespoke courses, each designed to equip attendees with particular skills.
To learn a bit more about each of the courses offered, scroll below or click the link below directly for a specific course.
CX Management Fundamentals (CCXP Exam Prep)
Contact Centre Management Fundamentals
Quality Assurance for Contact Centres
CX Management Fundamentals/ CCXP Exam Preparation Workshop
The CX Management Fundamentals & CCXP Exam Preparation Workshop is designed for management-level individuals who want to enhance their understanding of CX and/or pursue their international CCXP Certification credential.
We are aligned with the CXPA guidelines, which means that our courseware, background and testimonials meet the requirements of the CXPA (Customer Experience Professionals Association) and map to their required competencies for CCXP Certification.
In this intensive 18-hour workshop (delivered over 4 x 5-hour online/virtual sessions), we cover the five required competency areas, including CX Strategy, Customer Insight & Understanding, Design, Implementation & Innovation, Metrics, Measurement & ROI and Culture & Accountability. We also share essential Customer Experience know-how, including frameworks, customer expectations and essential research know-how.
CCXP Certification is optional – and can be taken at any time. So it’s nice to know that whether you decide to pursue certification now – or into the future – this workshop is in line with global standards for the profession.
Contact Centre Management Fundamentals
The Contact Centre Management Fundamentals workshop is designed for both new and experienced Contact Centre leaders who want to understand operations, KPIs and dynamics inherent in the Contact Centre environment.
Once equipped with this critical know-how, participants can make better decisions, set better metrics for different job roles and understand the critical planning & management process around putting the amount of resources in place to handle Customer demand – and their role in the process.
We’ve been teaching Contact Centre management for 20 years and have the stories, examples and case studies from Clients around the world who took what they learned in this workshop and applied it directly to their operations (and lots of fantastic testimonials!).
This course is 16 hours in total, delivered over 4 x 4-hour sessions.
Managing Difficult Customers
Managing angry or upset customers effectively requires confidence and skill, yet most people have never been taught these skills.
This course isn’t just a few words and phrases to use or some basic concepts scraped off Google.
It’s a comprehensive, high-quality program that has been developed and refined over decades.
It is delivered over two x 4-hour sessions and will make a lasting lifetime impact on your employees.
Suitable for all employees who encounter difficult customers in their role.
How to Design a Quality Assurance Framework for Contact Centres
The Quality Assurance for Contact Centres is designed for QA professionals, CX Managers, Service Quality Managers & Contact Centre Managers who are responsible for designing and managing quality performance across Customer Service Teams.
Great quality results from a great process – and in this workshop, we cover that process step by step – providing insight, advice and real-world examples. We also provide nearly 50 pages of samples, templates & examples around designing the program, the Monitoring forms and Performance standards.
In addition to teaching Quality Assurance for nearly 20 years, we’ve also designed & conducted Mystery Shopper programs for Clients around the world – so we know what it takes to deliver great Quality. And we share that with Participants.
Delivered over 2 x 4-hour sessions.
How to Assess & Coach Contact Centre Agents
The How to Assess & Coach workshop is designed for Contact Centre Team Leaders and Managers in particular – to help them understand, design and innovate their Monitoring & Coaching program to achieve Quality.
And that means understanding the M&C process in its entirety – because at the end of the day, anyone who coaches a Customer Service/Contact Centre Agent needs to know two things:
- what they’re talking about
- how to talk about it.
And that means knowing what goes into Quality and how to talk about it.
We even cover the difference between scoring an Agent and helping an Agent – because they’re not the same thing – and though both are important, it’s important to understand how they work together to deliver results.
Delivered over 2 x 4-hour sessions.
How to Lead and Manage Contact Centre Agents
The How to Lead & Manage Employees workshop is specifically designed for all levels of management in the Service & Contact Centre discipline.
While generic leadership classes can cover important principles, we find that leaders in the Service industry have specific needs when it comes to improving the engagement & performance of the people that work for them.
We cover what leadership & management mean at a practical level, how the best Team Leaders (in particular) spend their time and energy, how to have those important people conversations (with practice) and what terms like culture, motivation and engagement really mean.
Delivered over 2 x 4-hour sessions.
Introduction to CX
A lot is said and heard about Customer Experience (CX) professionals, but how many people really understand what CX is and what it can do for your business?
The Introduction to Customer Experience course helps everyone in your business broaden their understanding of CX, including what CX is, what it looks like and why it matters.
We’ll also cover how it compares and contrasts to Customer Service (as there is a lot of confusion) so you’ll be able to actively facilitate and engage in CX conversations and understand how CX can improve profitability and employee engagement and, of course, create happier customers.
Perfect to start your team on a customer-centric journey!
Delivered over a single 4-hour session.
Live Chat
Today, the use of Live Chat conversations is growing amongst the Contact Centre, Digital Service and Customer Service industry as customers continue to use different channels to engage with your business using communication channels that are most convenient to them.
Unlike voice/phone conversations, which have their own set of skill requirements, there are some unique considerations for handling customers who choose to use Live Chat to contact your organisation.
We have two different courses for live chat:
1. Live Chat for Customer Service
Designed for employees providing frontline support via live chat.
2. Live Chat for Managers
Designed to help Managers establish and/or optimise the live chat channel for success)
Each course is 2 x 4 hours in duration.
Email Customer Service
The Email Customer Service training course is designed to equip employees with the knowledge and skills they need to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and customer enquiries received via email.
While there are lots of training options for phone-based customer service, employees are often ill-equipped to communicate via email properly.
The Email Customer Service training course will teach a structured process that is applicable to all email correspondence regardless of your products, services or industry, making it ideal for employees who have frequent communication with customers via the email channel.
Course duration is 2 x 4-hours.
I was prepared very well for the CCXP exam!
I leave this review without hesitation – Daniel’s engaging and open approach to training delivery left me both energized and motivated following the week-long CCXP exam preparation course. Daniel was very supportive post-course in helping me apply to sit the CCXP exam, and to ensure I was prepared going into it. The exam was challenging, but with Daniel’s support I was able to achieve my CCXP certification in January 2023. Thank you to Daniel and the team!
When Daniel isn’t working…
When he’s not in training rooms around the world or the keynote speaker at some of the world’s top conferences, you’ll find Dan inside art galleries & museums, taking long walks (he’s known for going on some very LONG walks!), reading, writing and sampling some of the beautiful wineries in his neighbourhood.
Art also runs in Daniel’s blood – he previously owned an art gallery in Singapore so it’s fair to say he would be one of few the people in the world who is a world-leading CX trainer by day, and an art connoisseur by night!
Born in America, Daniel moved to Singapore in his late 30’s and he liked it so much, he stayed! Daniel became a long-term resident of Singapore for 20 years forming a great base for training across the world as well as establishing great networks across the Asia-Pacific region.
After 20 years in Singapore, Daniel relocated to Germany in 2019 to join his partner and in between training courses, he spends his time walking through the local villages, sampling the local wineries and of course taking in the beautiful views.
Daniel Ord’s Recent Customer Testimonials
It’s easy to show off an impressive list of certifications and highlight his extensive work and training experience but the thing that stands out the most about Daniel Ord is his absolute passion for helping people become better contact centre and customer experience practitioners.
His passion, experience and amazing stories and examples really are what really sets Daniel apart from other trainers in the world, and it’s the student’s testimonials that are Daniel’s proudest achievements.
A selection of recent customer testimonials for Daniel Ord is below and you’ll find more specifically related to each course on the course pages.
Great Course with a Great Trainer
Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.
Excellent course covering strategy and best practice thinking for CX
Really enjoyed this course! Designed well so that it fits with a busy work schedule.
Great content, delivery and knowledge from Daniel and interesting discussions with the group.
I found this course really valuable and have been able to implement and test some thinking and ideas immediately.
Authentic Course with Genuine Learnings
I found this course to be very engaging, Daniel does a wonderful job of keeping it interesting and honestly the time just flew. Whilst I work in the CX Field every day, this course challenges your thinking in the field of Customer Experience (CX) and have given me some fresh perspecitives.
It is not a tick the box type of course, it is very worthwhile with genuine learnings. I would highly recommend to any either starting their journey or well into their CX journey
Very interesting & engaging!
Daniel is a passionate and very knowledgeable CX expert who was very engaging throughout the whole course. Relevant course content and thought-provoking activities to learn through discussion. Definitely recommend this training!
Lots of Key Takeaways
I love this training and learned a lot! Thank you Daniel for giving such a meaningful course.
The key takaeway for me was that Customer management and customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.
It really has has provided me with a fresh perspective on my current job!
A fantastic CX Management Fundamentals course!
The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous Cx improvements.
The course was extremely engaging and created a safe environment to ask questions and bounce ideas. I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!
CX Management - CCXP Exam Preparation Workshop - ONLINE
Well, it was an amazing 4 days! I have learnt so much from the program and key concepts have given me a-ha moments. Customers are the lifeline to any business and it is not only the responsibility of the Customer Service teams.
This program is WOW. W for Winning [rich, structured and meaningful content – world class], O for Outstanding [delivery was impeccable and Daniel, is always animated, lively, funny and very clear in delivering the messages] and W for Warmth [the warmth and respect that Daniel brings across in an online setting is tremendous].
Now I know more, I want to do more. Terima kasih!
Comprehensive and interesting class
It shaded me the overall ideas on customer experience though myself are from Customer Contact background, and it’s help me to understand how to deal with other department.
Keep the customer journey in mind and make improvement, and also not to forget employee also are key in this CX journey.
Deep understanding of key concepts, connecting the dots, engaging atmosphere
Here’s why anyone looking to boost their professional game should consider this course:
1. **The Knowledge Depth is Something Else**: Having been in the tech consulting world for over 20 years, I thought I knew a thing or two about how contact centres tick. I’ve learned heaps from both hitting the books and real-life client work. But Daniel, he’s on another level. He peels back layers on stuff you thought you knew through and through, and he backs it all up with examples from top-tier companies. It makes all those theoretical concepts really come to life.
2. **It’s All Connected**: One of the coolest things about Daniel’s approach is how he connects the dots. It’s like putting together a giant puzzle – piece by piece, you start to see the big picture emerge, where everything flows together smoothly. It’s not just about memorizing stuff; it’s about seeing how one thing affects another, which is super helpful for remembering and applying what you learn.
3. **The Live Experience Rocks**: Daniel’s all about the live course vibe. You get to throw questions at him, chat with fellow participants, and even grow your network with some quality connections. Targeted at Aussies, for me it meant almost no sleep for four nights. But Daniel’s way of keeping things lively, with discussions and the odd joke, made it feel easy. Plus, being up when the world’s quiet meant fewer distractions and better focus on my end.
Wrapping it up, if you’re looking to level up or streamline your contact centre management skills, Daniel’s course is the way to go. Trust me, you’re going to get a lot out of it!
Happy learning!
Great Learning Experience
The course was very informative and opened my eyes to many new ideas and concepts I previously had no knowledge of. This will definitily help improve our companies processes.
Daniel was a really great teacher, and is really impressive at keeping everyone engaged and positive reinforcement.
Overall, it was a very enjoyable course that I benefited alot from. Thank you!
Wonderful course !!
This course was so informative and insightful. It was brilliantly delivered and should be mandatory for anyone working in management in a contact centre.
There were so many practical take aways that we have already started implementing (before the course even finished). I could not recommend this highly enough.
And Daniel kept us interested and engaged the whole time. Thanks so much!
Highly recommend!
My Team Leads and I got so much practical knowledge out of this course that we can take back to our team.
It really made us rethink the way in which we communicate with our customers and how we can make some small adjustments that can make a big difference.
The course is very interactive and engaging – Daniel is a great trainer and I loved his energy.
Fantastic and Informative!
Thank you Daniel for an incredible course. The content was fantastic and really informative.
I got so much value from everything you spoke about and the techniques we can all use to enhance the customer’s experience.
I loved how engaging you were and it made the two days of training fun and enlightening.
I know my team and I will be able to utilise much of the learning you provided to ensure our team manages our interactions in a better way!
Great course!
Our team got so much value out of this course. It is concise, engaging and practical. Dan’s education style is amazing!
Thank you for all the lessons.
Inspiring & Enjoyable!
I found the course very interesting and inspiring! Daniel was excellent in articulating the skills and knowledge to communicate with customers in a more effective manner.
I admired Daniel’s style and humour as well!
Great information and practical advice!
Such a practical way to listen and respond to our customers. Some useful and easy-to-follow guidelines and skills/tips.
Daniel is so approachable and easy to listen to and learn from 👍 Thank you!
Very Informative and Great Pace
Very informative, well presented, set a a great pace, easy to understand and follow, I picked up a few hints/tips, happy for you to use my photo from the end of the session if you can!
A plethora of Information in a short period
Thanks to Dan and Marcus for the two day workshop. Although some concepts were a refresher, there were many aspects I can take into my Customer Service role and continue to develop over time.
Thanks for your enthusiasm Dan, and for the smooth running of the presentations.
My only suggestion would be that when you intend to leave a slide available when we are in break out rooms, that you attach that slide (otherwise it disappears).
Managing Difficult Situations Workshop - Exceptional!
I recently had the privilege of attending Daniel Ord’s workshop on “Managing Difficult Situations”, and it was nothing short of outstanding. Daniel’s expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.
From the moment the workshop began, Daniel’s enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.
What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It’s evident that he genuinely cares about each participant’s learning journey.
The real-world examples and practical strategies shared during the workshop were invaluable. Daniel’s ability to connect theory to practical application made the content highly relevant and actionable.
The workshop was impeccably organized, and Daniel’s presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.
In conclusion, I cannot recommend Daniel Ord’s workshops enough. If you’re looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.
If you’re considering attending one of Daniel’s workshops, don’t hesitate – you won’t be disappointed!
CX Management fundamentals - Highly recommended
This was an excellent course, very informative and easy to understand. Dan was a great facilitator, very knowledgeable and gave us great examples. It doesn’t matter if you have many years of experience or are new to CX, I highly recommend this course!
Video Testimonials
The last time Daniel could be in Melbourne to conduct training was in 2019, just before COVID changed the world.
This is a short video recorded by participants who had just finished the Call Centre Management Fundamentals course. While it’s a little dated now, you can feel the appreciation of those who completed the course directly, which can often come across better than just reading some written testimonials!
Private and Public Training Course Options
Daniel Ord delivers both public and private training courses for CX Skills, with the available courses listed below.
The public courses have fixed dates and times, enabling you to plan ahead. You can purchase a single ticket or send your whole team.
Private courses enable more flexibility with the dates, times, and duration of the course and are more cost-effective for larger groups or teams.
Whilst each course is different, we typically require a minimum of five people for private classes.
Please contact us for more information about booking Daniel for a private course.
Public Training Courses
Many of Daniel’s courses are conducted publicly, enabling you to purchase a single ticket for an employee or purchase multiple tickets to send your whole team.
- Quality Frameworks for Contact Centres
- Managing Difficult Customers
- CX Management Fundamentals
- Contact Centre Management Fundamentals
Upcoming public course dates are listed at the bottom of this page.
These courses are also available for private bookings!
Private Training Courses
The following courses facilitated by Daniel Ord are only available for private bookings.
- Introduction to CX
- Live Chat Customer Service
- Email Customer Service
- Omnichannel Customer Service
- How to Assess & Coach Contact Centre Agents
- How to Manage & Lead Contact Centre Agents
- Live Chat for Managers
Please contact us for more information about booking Daniel for a private course.
Upcoming Public Courses by Daniel Ord
View a list of all of Daniel Ord’s upcoming public courses below that you can instantly purchase tickets to.
Click on a course to learn more about the specific course, including exact dates and times.
All courses can be purchased instantly with a credit card, or you can request an invoice at checkout.
January 2025 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour January 2025 online course - suitable for all customer-facing employees.
March 2025 Contact Centre Management Fundamentals
Online via Zoom Price: $1,897.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) March 2025 online training course designed specially for contact centre managers.
April 2025 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour April 2025 online course - suitable for all customer-facing employees.
April 2025 Customer Experience (CX) Management Training
Online via Zoom Price: $1,897.00 AUD ex GSTThe April 2025 CX Management Fundamentals course is the gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
May 2025 Quality Frameworks for Contact Centres
Online via Zoom Price: $798.00 AUD ex GSTLearn how to improve qualty and compliance in your call centre in this May 2025 Quality Frameworks for Contact Centres course.
September 2025 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour September 2025 online course - suitable for all customer-facing employees.
September 2025 Customer Experience (CX) Management Training
Online via Zoom Price: $1,897.00 AUD ex GSTThe September 2025 CX Management Fundamentals course is the gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
September 2025 Contact Centre Management Fundamentals
Online via Zoom Price: $1,897.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) September 2025 online training course designed specially for contact centre managers.
Do you have any questions about one of Daniel’s Courses?
If you’ve got any questions about any of Daniel Ord’s courses or would like a quote on a private training course, please contact us.
You can speak to someone live at +61 3 9008 7287 between 8:30 am to 5:30 pm Monday to Friday AEDT/AEST (Melbourne, Australia) or send us a message anytime >
