Gamification in the Contact Centre

Delivering excellent customer service in any industry starts with building an engaged and satisfied contact centre team. That’s why business leaders are exploring many strategies to help reduce team dissatisfaction.   One particularly popular strategy is gamification. Studies show that gamification can improve workplace engagement by 48%, boost productivity, and motivate teams. However, like any employee […]

Handling Complaints: The Key to CX Success 

No matter how much time and effort you put into building the perfect customer service strategy, customers are unlikely to be perfectly happy, all the time! That’s why handling complaints correctly is so important, to limit any negative experiences.   Recently, a report from the BBC showed just how important this is, drawing attention to the […]

The Future of Smart Metering and AI  

The utilities landscape is ever-changing, requiring stakeholders within this sector to adapt, upgrade and change their approach frequently.  For many in this space (and every other, for that matter), the adoption of AI is currently a hot topic, especially with ongoing concerns around data sharing. AI offers great potential to both suppliers and end customers. […]

The future of the workforce Vs AI

Artificial intelligence (AI), offers several benefits to business leaders, including giving them access to a 24/7 resource which never tires, rarely makes mistakes, and doesn’t charge a monthly salary.   However, world-leading analysts Gartner recently shared their insights with CX Today, stating that companies that rely too heavily on AI will be opening the door to serious […]

The Power of People and Technology in Ensuring Data Quality

In the dynamic world of data, ensuring quality and consistency is paramount. From strategic planning to customer interactions, reliable and accurate data is vital to the success of business decision-making. In the realm of data coding (the process of capturing and converting data into a particular format, making it convenient for processing and analysis), maintaining […]

Web Scraping

In today’s digital age, relevant and insightful data has become invaluable. By extracting data from online sources, including online retailers, social media, and forums, web scraping has emerged as a valuable tool for businesses seeking to gain a competitive edge. Web scraping allows businesses to gather valuable insights into consumer behaviour, market trends, and even […]

Happy Holidays: Reflecting on a Successful Year 

As we approach the end of another year, it’s time to reflect, celebrate our achievements, and express our deepest gratitude. This has been a year of growth, innovation, and resilience, and none of it would have been possible without our incredible team. So, let’s take a moment to look back at some of our key […]

How to avoid scary customer service 

Spooky season is here, so it’s only fitting we look into the ways in which we can help drive down those customer service horror stories!  Providing good customer service is vital to building a good reputation and loyal customer base. A recent study by Salesforce showed that 80% of customers consider their experience with a […]

The New Energy Price Cap: The Impact for Customers and Energy Suppliers 

The global cost of living crisis has had a profound impact on consumers and businesses alike. Consumers are struggling to pay for life’s essentials whilst business leaders are dealing with supply chain issues, resource costs and rising competition.   The challenging environment has prompted government officials and regulatory bodies to act, imposing price caps on energy […]

Ofgem’s New Customer Service Rules: The Impact 

In July 2023, Ofgem announced it would be implementing a variety of new rules specifically designed to improve customer service in the utilities space.   Following extensive engagement with energy suppliers, businesses, and consumers, Ofgem outlined a number of new guidelines. These guidelines focus on delivering more extensive support to customers struggling with energy bills, prioritising […]

Prepare for Customer Service Peaks with These Top Tips 

Black Friday is a phrase that elicits an immediate emotional response from virtually everyone that hears it. These two words can immediately send customers reaching for their wallets, but they also have a habit of creating tidal waves of pressure for business leaders and customer service reps.  The good news is that Black Friday represents […]

Customer Service: A Profit Centre, not a Cost Centre 

Customer service is often viewed as a cost centre by companies, leading to budget cuts and a lack of investment. However, this perspective can be detrimental to businesses. In reality, exceptional customer service has a significant return on investment (ROI), with studies showing that customer-focused companies generate up to 80% higher revenue than their competitors.  […]

Academia & Customer Services – Joe Beal joins Martin Teasdale on Get Out of Wrap.

 Recently, our own Joe Beal CCO joined Martin Teasdale on an episode of Get Out of Wrap, to delve into the important connection between academia and customer services. The conversation revolved around Joe’s working life, and more recently since joining DDC, his team’s efforts to bridge the gap between these two areas through a series […]

Celebrating Cultural Diversity and Exceptional Customer Service: Nearshore.  

Recently, Client Development Director Nicola Hopkins returned to our nearshore facilities in Sarajevo, Bosnia & Herzegovina. Joining her on the trip was a long-standing client, New Era Cap. For our particular guests, it was their first visit, and it was ideal timing as we were celebrating our 5th anniversary as a successful partnership! Here we […]