ARCET Global

Daniel Ord

Contact Centre

Biography

I’m an American national with nearly 30 years in the Customer Contact industry.

For the past 19 years I’ve facilitated workshops with corporate & governmental clients around the world to help & inspire people to deliver better Customer experiences.

Because I have mastery in both the Contact Centre discipline and the Customer Experience discipline, I’m able to help people develop expertise across both of these uniquely different ecosystems.

Among other credentials I am one of six people in the world who has earned the ‘Recognized Training Provider’ status from the Customer Experience Professionals Association (CXPA). We help folks master the 6 CX competencies as well as prepare for the rigorous CCXP Exam.

In addition, I’m a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, Net Promoter Certified (OwenCX), a Call Centre Industry Advisory Council Training Partner and author or co-author of more than 25 formal workshop programs as well as many customized talks & speeches.

My company has also conducted 20 years of Mystery Shopper & qualitative research around the world.

But my most important credential is what Clients & Participants say. We’ve received thousands of testimonials – hundreds of which can be viewed on our website and also on LinkedIn.

I’m always on a stage or in a classroom. I’ve been fortunate to have worked in more than 40 countries and continue to travel regularly from my home in Germany.

The hallmarks of my facilitation are expertise, practicality and humor with lots of real world stories earned from working with so many Clients across so many industries and countries.

By education I’m an accountant and by earlier work experience I was VP, Contact Centre Operations in both the US and Asia.

And I continue to write regular blog posts because I believe that’s what industry professionals do.

After 20 years living in Asia, I relocated to beautiful Rheingau Germany in 2018.

Courses

High Performance Management for Inbound Contact Centres

Our 2-day High Performance Management for Inbound Contact Centres was designed to equip both experienced and new-to-the-job Contact Centre management with the know-how to run more efficient and effective Centres.

High Performance Management for Outbound Contact Centres

Our 2-day High Performance Management for Outbound Contact Centres was designed to equip both experienced and new-to-the-job Contact Centre management with the know-how to run a more successful outbound operation.

How to be a Great Team Leader/Manager in Contact Centres & Customer Experience

Our 2-day How to Be a Great Team Leader/Manager in Contact Centres & Customer Experience was designed to equip Participants with management, leadership and engagement know-how to take their Team Members to greater heights.

People Management for Contact Centres & Service-based Environments

Our 2-day People Management for Contact Centres & Service-based Environments workshop was designed to help Participants manage the most important aspect of their business – their people.

Testimonials

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