Welcome to OmniTouch

For over 20 years, we’ve helped & inspired people through professional training in Contact Centers, Customer Service & Customer Experience.

And our ability to engage people & deliver business results is backed up by thousands of wonderful testimonials and long term Client relationships around the world.

The Industry Challenge

People don’t go to school to learn the Customer ecosystem. Or to learn how to become professionals in Contact Centers, Customer Service and Customer Experience.

Many folks end up learning on the job. While others try to piece together their industry know-how by reading books and attending events.

This lack of professional know-how & skill doesn’t just limit a person’s individual growth.

It also limits the organization’s ability to achieve better Customer engagement and business results.

Our Approach

We approach the Customer ecosystem as a business discipline. One that, like finance, law or marketing, requires essential know-how.

So we deliver structured content, surprising levels of know-how and countless examples from our real world work with Clients around the world.

No matter what course we’re teaching, our Participants tell us they love the stories & examples we share that bring the content to life.

And our curriculum provides solutions for every organizational level. Including Senior Leadership, Middle Management, and Frontline & Backline Team Members.

We’re as happy to work in a room with folks who answer chats, phone calls or emails all day as we are to work in a room with senior leaders on strategy, quality or metrics.

In every engagement, we help Participants deliver better outcomes for themselves, their colleagues and their organization.

This is why we’ve been so successful for so long.

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Years of professional training

Global, regional and national clients

Countries in our global footprint

Qualifications

We’re different in the right ways.

Our suite of courses is robust

We cover Contact Centers, Customer Service & Customer Experience across all organizational levels from Senior Leadership, through to Middle Management and Frontline & Backline Team Members.

This is a significant benefit for Participants because we’re able to address so many of the questions that are brought up in course sessions.

Even when those questions fall outside the scope or ‘level’ of the course they’re attending.

We’ve been training and speaking professionally for over 20 years

Every course we deliver has been run dozens, sometimes hundreds of times. We know what makes a robust and fun learning experience.

It’s a global industry and we bring global experience

To date we’ve worked in over 75 countries – many in person and of course many online. Which means that we aren’t just good at working in different cultures. We’re able to share global examples & lessons with our Participants from around the world.

We conduct Mystery Shopper and Digital Contact Audit Research

Though teaching is core to what we do, we do more than just teach.

We have over two decades of global experience with Mystery Shopper and Digital Contact Audit Research. Advising Clients where to keep up what they’re doing well and where to improve.

A few of our testimonials

Building trust with real people.

I had an opportunity to collaborate with Daniel in developing the first ever leadership development program for Cathay Pacific Contact Centre leaders.

In my first interaction with Daniel, I walked away with a feeling that he was a right partner to develop this program.

Daniel brings a strong blend of technical and commercial acumen in Contact Centres and the Channel experience space and has a sound on grasp on the leadership and people engagement aspects.

He’s an exceptional practitioner and was well liked by all the Participants. I would highly recommend Daniel if you are looking for support in the Contact Centre space.

Linjo Oommen, Cathay Pacific Airways

I thoroughly enjoyed my time with the group. I have done similar courses in the past, but Daniel was by far the best facilitator. He was engaging and very knowledgeable and very helpful.

I came into the workshop with a pre-conceived idea of what a QM framework was and how to design one.

The workshop really opened my eyes into what a QM is and how coaching and training really works in our environment.

Chris Remnant, Viking Cruises

Daniel provided the Medical Customer Experience team at Roche (headed by me) a truly outstanding learning experience around CX.
Together with included internal “family & friends”, the team completed a CX masterclass kindly provided by OmniTouch, with Daniel as a trainer and coach. As an outcome, we did not just complete an excellent in-depth CX training together.

But by set-up and the very interactive way Daniel guided us, we experienced a learning journey that was complemented by remarkable open and extremely inspiring discussions about real life cases.
This training continued to resonate with people and the team for a long time.

Dr. Christian Velten, Roche Pharma

It was great having Daniel as our Trainer for Connecting with your Customers through Email and he has helped us tremendously in rethinking our approach toward emails.

As always, his trainings are very interesting. With his extensive experience and passion for emails, he was able capture my team’s attention throughout. My team enjoyed the course and has so much praise for Daniel. Great Trainer!

Denise Lazaroo, M1 Singapore

Daniel is a true Customer Service expert and professional in his field. Daniel tailored a bespoke 2-day training course for us to help us create the foundations of our new Contact Centre.

The material was and remains very valid and invaluable. He takes a genuine interest in our business and our customer service journey and we would welcome him back any time.

Lisa Goode, GoTo Energy (UK)

See our Testimonials