Mastery in CX and Contact Centres
Dan is an American national with nearly 30 years in the Customer Contact industry 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 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 through his OmniTouch International business with thousands of powerful testimonials a testament to the quality of the training material and his presentation skills.
When he’s not in training rooms around the world, you’ll find Dan inside art galleries & museums, taking long walks, reading and writing. He’s probably one of the few folks in the world that works in the Contact Centre space and owns an art gallery on the side!
Dan has contributed plenty of great articles on CX Central and whether you meet him in person or read his articles, you will be blown away by his passion, experience and absolute focus in helping people on their CX journey.
As a new Manager (responsible for the contact centre), this was a fantastic affirmation of the direction I am headed in. Daniel was professional and engaging and has given me the tools to improve the experience at our organisation.”
“Fantastic program clearly addressing the subject matter. Super energy maintained right through the program. Keep it up!!”
“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!!
“I loved this course and Daniel’s approach. Daniel is an amazing guy and the way he trains is amazing.”
“Very engaging and Daniel is very humorous and a nice guy. Learned a lot on motivating employees effectively. Thank you!”
“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.”
Without a doubt, Daniel 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 HarrisSenior Director of Global Marketing at Interface
“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!“