Daniel Ord
The Leading Global Training Expert in Customer Experience and Contact Centres!
Daniel Ord is recognised as one of the leading global trainers 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 communication channel.
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.
The BEST course I've ever done!
In all my years of customer service, and we are now in the 4th decade of customer service, I have never done a course that answered so many questions I didn’t know I even needed an answer to.
Without a shadow of doubt, hands down, dead set – this was the BEST course I have ever taken about how to do my job. EVER.
Meeting Daniel and drinking up his enthusiasm for his work has re-sparked my desire for my job. I now have the tools and the understanding that I never had before, or if I had been given the tools, they were not explained very well, because now I get it. I get it, I never did before.
The TED talk, which I watched a couple of times over already, was perfection and I think everyone should watch it. Brilliant. I could go on.
The four of us from Dulux think this was amazing and to quote one of us, “Daniel is in the right profession.” Thank you.
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 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.
Courses Overview
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, scroll below or click the link below directly for a specific course.
CX Management Fundamentals (CCXP Exam Prep)
Contact Centre Management Fundamentals
Quality Assurance for Contact Centres
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 aligned with the CXPA guidelines, 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 18-hour workshop (delivered over 4 x 4.5 hour online/virtual sessions), we cover the five 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 requires confidence and skill, yet most people have never been taught these 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. It is delivered over two x 4-hour sessions and will make a lasting lifetime impact on your employees.
How to Design a Quality Assurance Framework for Contact Centres (to improve quality)
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 – so 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 and Manage Contact Centre Agents
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.
I was prepared very well for the CCXP exam!
I leave this review without hesitation – Daniel’s engaging and open approach to training delivery left me both energized and motivated following the week-long CCXP exam preparation course. Daniel was very supportive post-course in helping me apply to sit the CCXP exam, and to ensure I was prepared going into it. The exam was challenging, but with Daniel’s support I was able to achieve my CCXP certification in January 2023. Thank you to Daniel and the team!
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.
Lots of Key Takeaways
I love this training and learned a lot! Thank you Daniel for giving such a meaningful course.
The key takaeway for me was that Customer management and customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.
It really has has provided me with a fresh perspective on my current job!
Response from CX Skills
Thanks Jac, really glad it’s given you a fresh perspective on your current job and we wish you well on your CX journey!
A fantastic CX Management Fundamentals course!
The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous Cx improvements.
The course was extremely engaging and created a safe environment to ask questions and bounce ideas. I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!
Response from CX Skills
Thanks Tiffany, glad you enjoyed the course and appreciate the recommendation!
CX Management - CCXP Exam Preparation Workshop - ONLINE
Well, it was an amazing 4 days! I have learnt so much from the program and key concepts have given me a-ha moments. Customers are the lifeline to any business and it is not only the responsibility of the Customer Service teams.
This program is WOW. W for Winning [rich, structured and meaningful content – world class], O for Outstanding [delivery was impeccable and Daniel, is always animated, lively, funny and very clear in delivering the messages] and W for Warmth [the warmth and respect that Daniel brings across in an online setting is tremendous].
Now I know more, I want to do more. Terima kasih!
Response from CX Skills
Thanks Jimmy and loved the WOW acronym!
Comprehensive and interesting class
It shaded me the overall ideas on customer experience though myself are from Customer Contact background, and it’s help me to understand how to deal with other department.
Keep the customer journey in mind and make improvement, and also not to forget employee also are key in this CX journey.
Response from CX Skills
Thanks Justin, so glad you enjoyed the course!
Deep understanding of key concepts, connecting the dots, engaging atmosphere
Here’s why anyone looking to boost their professional game should consider this course:
1. **The Knowledge Depth is Something Else**: Having been in the tech consulting world for over 20 years, I thought I knew a thing or two about how contact centres tick. I’ve learned heaps from both hitting the books and real-life client work. But Daniel, he’s on another level. He peels back layers on stuff you thought you knew through and through, and he backs it all up with examples from top-tier companies. It makes all those theoretical concepts really come to life.
2. **It’s All Connected**: One of the coolest things about Daniel’s approach is how he connects the dots. It’s like putting together a giant puzzle – piece by piece, you start to see the big picture emerge, where everything flows together smoothly. It’s not just about memorizing stuff; it’s about seeing how one thing affects another, which is super helpful for remembering and applying what you learn.
3. **The Live Experience Rocks**: Daniel’s all about the live course vibe. You get to throw questions at him, chat with fellow participants, and even grow your network with some quality connections. Targeted at Aussies, for me it meant almost no sleep for four nights. But Daniel’s way of keeping things lively, with discussions and the odd joke, made it feel easy. Plus, being up when the world’s quiet meant fewer distractions and better focus on my end.
Wrapping it up, if you’re looking to level up or streamline your contact centre management skills, Daniel’s course is the way to go. Trust me, you’re going to get a lot out of it!
Happy learning!
Response from CX Skills
Wow! What are wonderful review – thank you so much Maksim and we’re thrilled you got so much out of the course and that you didn’t need too much coffee!
Great Learning Experience
The course was very informative and opened my eyes to many new ideas and concepts I previously had no knowledge of. This will definitily help improve our companies processes.
Daniel was a really great teacher, and is really impressive at keeping everyone engaged and positive reinforcement.
Overall, it was a very enjoyable course that I benefited alot from. Thank you!
Response from CX Skills
Thank you Jessica, glad to hear your enjoyed the course and that Daniel kept you engaged the whole way through (he has a tendency to do that!).
Wonderful course !!
This course was so informative and insightful. It was brilliantly delivered and should be mandatory for anyone working in management in a contact centre.
There were so many practical take aways that we have already started implementing (before the course even finished). I could not recommend this highly enough.
And Daniel kept us interested and engaged the whole time. Thanks so much!
Response from CX Skills
Thanks Anita, we agree – Daniel is a master at contact centres and its great to hear you’re already implementing some of the learnings before the course had even finished, love it!
Highly recommend!
My Team Leads and I got so much practical knowledge out of this course that we can take back to our team.
It really made us rethink the way in which we communicate with our customers and how we can make some small adjustments that can make a big difference.
The course is very interactive and engaging – Daniel is a great trainer and I loved his energy.
Response from CX Skills
Thanks Michelle; 8 hours seems like a lot for a course on Managing Difficult Customers on the surface, but I’m glad you found the course so interactive and engaging and that it’s going to make a big difference in how you communicate with your customers!
Fantastic and Informative!
Thank you Daniel for an incredible course. The content was fantastic and really informative.
I got so much value from everything you spoke about and the techniques we can all use to enhance the customer’s experience.
I loved how engaging you were and it made the two days of training fun and enlightening.
I know my team and I will be able to utilise much of the learning you provided to ensure our team manages our interactions in a better way!
Response from CX Skills
Wow! Thanks Georgette, always great to hear how much people enjoy the course and how the skills learned will be put to good use!
Great course!
Our team got so much value out of this course. It is concise, engaging and practical. Dan’s education style is amazing!
Thank you for all the lessons.
Response from CX Skills
Thanks Julieta, thrilled to hear the team enjoyed the course and we agree, the way Dan explains things is very engaging!
Inspiring & Enjoyable!
I found the course very interesting and inspiring! Daniel was excellent in articulating the skills and knowledge to communicate with customers in a more effective manner.
I admired Daniel’s style and humour as well!
Response from CX Skills
Thanks Veronica, we’re thrilled you enjoyed the course and learned some new skills whilst also having a laugh or two along the way!
Great information and practical advice!
Such a practical way to listen and respond to our customers. Some useful and easy-to-follow guidelines and skills/tips.
Daniel is so approachable and easy to listen to and learn from 👍 Thank you!
Response from CX Skills
Thanks Kathleen, appreciate you taking the time to leave a review and we agree, Daniel is awesome to listen to, must be his great accent 🤔
Very Informative and Great Pace
Very informative, well presented, set a a great pace, easy to understand and follow, I picked up a few hints/tips, happy for you to use my photo from the end of the session if you can!
Response from CX Skills
Thanks Margaret for the feedback! We were going to crop your photo out of the class photo, but it made you look a little blurry, so we decided against it!
A plethora of Information in a short period
Thanks to Dan and Marcus for the two day workshop. Although some concepts were a refresher, there were many aspects I can take into my Customer Service role and continue to develop over time.
Thanks for your enthusiasm Dan, and for the smooth running of the presentations.
My only suggestion would be that when you intend to leave a slide available when we are in break out rooms, that you attach that slide (otherwise it disappears).
Response from CX Skills
Thanks Meg, glad you enjoyed the course and great suggestion which Daniel will take on board!
Managing Difficult Situations Workshop - Exceptional!
I recently had the privilege of attending Daniel Ord’s workshop on “Managing Difficult Situations”, and it was nothing short of outstanding. Daniel’s expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.
From the moment the workshop began, Daniel’s enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.
What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It’s evident that he genuinely cares about each participant’s learning journey.
The real-world examples and practical strategies shared during the workshop were invaluable. Daniel’s ability to connect theory to practical application made the content highly relevant and actionable.
The workshop was impeccably organized, and Daniel’s presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.
In conclusion, I cannot recommend Daniel Ord’s workshops enough. If you’re looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.
If you’re considering attending one of Daniel’s workshops, don’t hesitate – you won’t be disappointed!
Response from CX Skills
Thanks Trisha, what a wonderful review! We’re super lucky to have Daniel run a number of courses for us, and with over 30 years of experience, it’s easy to see why he is genuinely regarded as one of the best trainers in the world!
CX Management fundamentals - Highly recommended
This was an excellent course, very informative and easy to understand. Dan was a great facilitator, very knowledgeable and gave us great examples. It doesn’t matter if you have many years of experience or are new to CX, I highly recommend this course!
Very engaging and fun.
The trainer was very supportive and informative. It can be challenging to encourage interaction in virtual training sessions between participants. Daniel demonstrated patience, encouragement and enthusiasm during the course, and made it less daunting to interact.
I enjoyed the mix of videos, visual diagrams and examples of situations. I will definitely be using such strategies in my current work. Thank you!
CX Contexualised!
Daniel is a knowledgeable and insightful CX professional. The training content was well structured and logical. The training has helped me understand CX as a business discipline and how the 5 competencies fit together.
I am glad I made this investment. As I start my journey to CCXP accreditation I have gained an incredible amount of confidence and I am glad to have attended.
High quality course for beginners and as a refresher
Our trainer Daniel was phenomenal, such an incredibly warm and intelligent trainer with an unbelievable ability to recall the names of his doubtlessly high volume of trainees.
The course itself was very easy to follow and stay engaged with, and would be very helpful to those who are new to customer service and those who might just need a refresher on some fundamental skills.
Thought provoking!
The course is well paced and provides insight to how customers and customer service staff interact, and how to improve those interactions.
Dan is an excellent presenter.
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
Video Testimonials
The last time Daniel could 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 directly, which can often come across better than just reading some written testimonials!
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.
All of Daniel Ord’s upcoming public courses are listed at the bottom of this page.
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.
Click on a course to learn more about the specific course, including exact dates and times.
All courses can be purchased instantly with a credit card or you can request an invoice at checkout.
May 2024 How to Assess and Coach Contact Centre Agent Performance
Online via Zoom Price: $798.00 AUD ex GSTLearn 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!
May 2024 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn 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.
June 2024 Contact Centre Management Fundamentals
Online via Zoom Price: $1,897.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) online training course designed specially for contact centre managers.
July 2024 Customer Experience (CX) Management Training
Online via Zoom Price: $1,897.00 AUD ex GSTThe gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
August 2024 Live Chat course for Customer Service staff
Online via Zoom Price: $498.00 AUD ex GSTThe August 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.
August 2024 Quality Frameworks for Contact Centres
Online via Zoom Price: $798.00 AUD ex GSTLearn how to improve qualty and compliance in your call centre in this August 2024 Quality Frameworks for Contact Centres course.
September 2024 Contact Centre Management Fundamentals
Online via Zoom Price: $1,897.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) online training course designed specially for contact centre managers.
October 2024 Managing Difficult Customers
Online via Zoom Price: $497.00 AUD ex GSTLearn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour October 2024 online course suitable for all customer-facing employees.
October 2024 How to Assess and Coach Contact Centre Agent Performance
Online via Zoom Price: $798.00 AUD ex GSTLearn how to assess and coach Contact Centre Agents for performance in this October 2024 training course delivered online by global expert Daniel Ord. Suitable for all contact centres!
November 2024 Quality Frameworks for Contact Centres
Online via Zoom Price: $798.00 AUD ex GSTLearn how to improve qualty and compliance in your call centre in this November 2024 Quality Frameworks for Contact Centres course.
November 2024 Customer Experience (CX) Management Training
Online via Zoom Price: $1,897.00 AUD ex GSTThe gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated 4.9/5 stars!
Do you have any questions about one of Daniel’s Courses?
CX Skills manages all of Daniel’s bookings for the Asia Pacific region, so if you’ve got any questions about his courses or would like a quote on a private training course, please contact us.
You can speak to someone live at +61 3 9008 7287 between 8:30 am to 5:30 pm Monday to Friday AEDT or AEST (Melbourne, Australia) or send us a message anytime >
