Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Free Downloads
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Daniel Ord
Daniel Ord at OmniTouch International
RECENT
POPULAR
30 Tips on How to Improve Contact Centre Productivity
Call Centre Quality Assurance: How to Create an Excellent QA Programme
10 Expert Tips for Call Centre Coaching
Recorded Webinar: Building a Productive and Efficient Contact Centre
10 Expert Tips for Quality Assurance (QA)
10 Expert Tips for Employee Engagement
10 Expert Tips for Call Centre Metrics
10 Expert Tips for Remote Working
4 Key Objectives to Improve Productivity and Customer Experience
Recorded Webinar : A Smarter Approach to Contact Centre QA – Video
What Is a Knowledge Base? – With a Definition, Uses and Mistakes to Avoid
Recorded Webinar: How to Make Your Agents More Productive (2019)
Net Promoter Score (NPS) is becoming less Important
How to Forecast With Limited Data
8 Ideas to Help Contact Centre Agents Be Better at Their Jobs
How to Calculate Productivity in the Contact Centre
Recorded Webinar: Hints and Tips for Helping Agents be Better at Their Job
How to Inspire Contact Centre Agents to Improve Their Performance
New Year Resolution Ideas for Your Call Centre
The Quality Problem: Good Advisors Stay Good – Average Advisors Stay Average
Editor's Pick
Is AI the Biggest Career Opportunity Agents Have Ever Had?
5 Hard Truths About Attrition
Stop Hand-Holding Your Agents – Just Like This!
Are These Roles Missing in Your Contact Centre?
Latest Resources
The 2026 WFM Buyer's Guide
Guide: The New Rules of High-Impact CX
Upcoming Events
Contact.io Conference
The Customer Feedback Gaps Regulated Organisations Need to Close Before 2027 – Webinar
Latest Blogs
The Future of WFM: Adapting to the Age of Agentic AI
Agentic AI for Contact Centres: 2026 Guide for CX Leaders
Featured Articles
How to Develop Psychological Safety in the Contact Centre
How to Rethink Agent Mental Health
Easy Ways to Make Your Contact Centre More Charitable
Ways to Make Working in a Contact Centre Fun
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2026
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
