The Leading Global Training Expert in Customer Experience and Contact Centres
Daniel Ord is one of the leading trainers in the world with nearly 30 years in the Customer Experience and Customer Contact industry with the rare skill set of having earned mastery in three interrelated but distinct domains:
1. The Contact Centre ecosystem – including operations, quality, leadership and people.
2. Customer Service, where Dan teaches service culture and how to implement and/or improve every channel of communication.
3. Customer Experience (CX) with a focus on organisational culture and helping people prepare for Customer Experience certification.
Dan’s academic credentials are unsurpassed, Dan is a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, a Call Centre Industry Advisory Council Strategic Leader, is Net Promoter Certified and was the first to bring professional Contact Centre certification to Asia back in the early 00s.
Over the past 20 years, Dan has facilitated sessions with more than 50,000 Participants in more than 40 countries (and lots in Australia and Asia-Pacific) through his OmniTouch International business with thousands of powerful testimonials a testament to the quality of the training material and his presentation skills.
Since 2019, Daniel has partnered with CX Skills to facilitate his public and private bookings for the Asia Pacific region.
A man in demand!
When you are one of the top experts in the world it’s no surprise that people want to hear from you!
Daniel is often the keynote speaker for a host of leading CX & Contact Centre conferences all over the world, he’s is a regular guest on podcasts and exclusive member-only videos for the Australian Customer Experience Professionals Association (ACXPA), 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 on CX Central and for leading publications across the world, and he’s well known on the LinkedIn community for sharing his insight and passion for the industry.
Rather than try and cram everything into a one-size-fits-all course, Daniel Ord offers a range of different courses, each designed to equip attendees with particular skills.
To learn a bit more about each of the courses offered, click on a course below to read a brief summary.
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 an official CXPA Recognized Training Provider 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 workshop, we cover the 5 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 are able to 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!).
Managing Difficult Customers
Managing angry or upset customers effectively takes a lot of confidence and skill, yet most people have never been taught the 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 and is delivered over 2 x 4-hour sessions that will make a lasting lifetime impact on your employees.
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 – we know what it takes to deliver great Quality. And we share that with Participants.
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.
How to Lead & Manage Employees (Employee Experience) in a Contact Centre
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.
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.
More Daniel Ord Customer Testimonials!
Without a doubt, Daniel Ord is one of the most switched on training consultants I have worked with in respect to service delivery. Daniel grasps exactly what it takes to not only motivate and skill teams in order to deliver service excellence; he also knows which levers to pull for you to differentiate your brand from those around you. Clark Harris, Senior Director of Global Marketing at Interface
Dan conducted High-Performance Management Training for Maybank Group Customer Care that I found extremely valuable. He demonstrated high level of expertise & his presentation was clear and immediately actionable. His style was open & inviting to questions and willing gave his time in responding to question thoroughly. Dan is extremely enthusiastic about his work which is infectious. I strongly recommend him for any training he has through his company omniTouch. Thank you, Mr Dan. Truly an experience and will definitely help me to improve our working culture.” Prakash Naidu Perumal, Manager Customer Experience – Customer Contact, AIA Berhad
“Daniel is one of the most experienced contact centre industry experts and enthusiastic speakers I have met or worked with. His passion for the contact centre industry and deep insights into the operations and management impressed me the most, and his training sessions have always been both knowledge and skills enriched and inspiring and enlightening!“ Houdong Wang, Independent Trainer and Consultant
I thoroughly enjoyed the course and for me personally, I rank the course as the best one I have done throughout my career. Clare Hagioglou, Senior Systems Officer Customer Service, Customer & Digital, City of Casey
“I loved this course and Daniel’s approach. Daniel is an amazing guy and the way he trains is amazing.” DKSH Asia Pacific
“We hired Daniel and his organisation to support our efforts in the call centre space at regional level. They provided strategic guidance, helped setup the service and service offering model and provided training to all our staff. It was all done in an extremely professional way, understanding our own business realities and not applying a predefined solution. A pleasure to work with Daniel…and with his help we have won already few prizes on Customer experience and more importantly, business growth is significant as per agreed plan. Thanks Daniel and team !” Lluis Ferre Nadal, VP Sales and Marketing Asia
Vodafone Fiji being South Pacific’s most advanced & leading telecommunications service provider, was leading its way towards the digital transition of most of its services & operations. This meant digitizing it’s customer touchpoints & thereby getting our staff up to speed in serving these customers using the new channels. So that’s where we reached out to an expert in this trade to assist us in this journey of coaching our CC staff. Daniel Ord did a fantastic job & the results were visible during the program itself. That’s one of the fastest turnarounds I’ve seen from a coaching program! Rizvi Amith, Heading the Digital Business & Service Innovation for Vodafone
“Daniels’ got to be the best Trainer I’ve ever had in my life – KUDOS TO HIM!!! Thank you so much for the great teaching. Really appreciate it!! Singapore Ministry of Manpower
“It was amazing how Daniel broke things into clear perspective and was enlightening to see how he guided us in managing quality for the purpose of service excellence.” UUM Malaysia
“Very engaging and Daniel is very humorous and a nice guy. Learned a lot on motivating employees effectively. Thank you!” Sompo Singapore
The last time Daniel was able to 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!
Private and Public Training Course Options
Public Training Options with Daniel Ord
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.
A list of all of Daniel Ord’s upcoming public courses is listed below.
Private training Options with Daniel Ord
Daniel is also available to conduct private training courses (either in person or remotely) which enables more flexibility with the dates, times and duration of the course as well as being 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 >
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.
Learn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour January 2024 online course suitable for all customer-facing employees.
Learn how to write better emails to customers in the February 2024 Email Customer Service training course (suitable for all employees).
The gold standard of customer experience courses - delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
The April 2024 Live Chat Course for Customer Service employees teaches global best practices to help frontline employees deliver great customer service over the live chat channel, delivered over 2 x 4-hour online sessions.
Learn how to improve qualty and compliance in your call centre in this April 2024 Quality Frameworks for Contact Centres course.
Learn how to assess and coach Contact Centre Agents for performance in this May 2024 training course delivered online by global expert Daniel Ord. Suitable for all contact centres!
Learn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour May 2024 online course suitable for all customer-facing employees.