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.
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 PerumalManager Customer Experience - Customer Contact, AIA Berhad
“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 NadalVP Sales and Marketing Asia
“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!“
Houdong WangIndependent Trainer and Consultant
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 touch points & there by 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 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! Thanks Daniel & the Omni Touch Team…