Four Outsourcing Trends to Watch in 2025
The outsourcing landscape continuously evolves as businesses face growing challenges such as skill shortages, heightened customer expectations, and stricter regulatory requirements. Business Process Outsourcing (BPO) solutions have become an essential strategy for companies to reduce costs, improve efficiency, and adapt to market demands. The global BPO market is growing at a healthy rate, with a […]
The Rise of Cyber Attacks in the Utilities Sector
In an era when cybercrimes are becoming increasingly sophisticated, ensuring the safety and security of your data isn’t just a priority—it’s a necessity. In the last year, 50% of UK businesses have experienced some form of cyber security breach or attack. For utilities and telecom professionals, this has emphasised the importance of securing their customer […]
Sarah Hunt and the Contact Centre Revolution on the Get Out of Wrap Podcast
In a recent appearance on the popular podcast ‘Get Out of Wrap’, Sarah Hunt, a seasoned professional in the contact centre industry and a key figure at DDC Outsourcing Solutions, shared her insights and experiences with host Martin Teasdale. For those unfamiliar with Sarah, her career journey from frontline operations to industry-wide influence is highly […]
DDC Discusses, Headline Sponsor of the UKCCF Awards 2024
On 8th November the UK Contact Centre Forum (UKCCF) host their awards night which looks to reward members of our industry and celebrate individual, team, and company-wide achievements. Last November, we had the pleasure of celebrating with the UK Contact Centre Forum, with our three nominees proudly taking home three awards! To learn more about […]
Part 2: The Future of Smart Metering and AI
Recently, we looked at the impact of AI on the SMETS 2 rollout for suppliers; we discussed the need for customer consent to share retrieved data, the potential benefits they could receive following a smart meter upgrade and the challenges we could anticipate suppliers experiencing during the rollout. Now, we will look further into expected […]
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 […]
Unveiling Leadership Potential with Jo Bonser-Storey
Key Takeaways from the “Get Out of Wrap” Podcast In today’s world, leadership is not about authority but about fostering growth and creating a safe space for our teams to develop and realise their potential. Jo Bonser-Storey, Client Experience & Quality Manager here at DDC OS, is a fantastic example of such leadership qualities. In […]
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 […]
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 […]
