niall Rogers, Author at DDCOS

Addressing the Disconnect Between In-Store and Contact Centre Customer Service in Retail.

The lines between physical and digital shopping are blurring in today’s retail landscape. Consumers expect seamless experiences across multiple channels – whether they’re browsing products on their phones before purchasing in-store or checking out items in-store to buy online later. However, significant gaps often exist between the in-store service and that offered via contact centres, […]

The DDC Group Appoints a New Group CEO

The DDC Group Appoints WNS’ Nimesh Akhauri as New Group CEO.Jan Trevalyan moves to Chairman of the Board; WNS Chief Business Officer Nimesh Akhauri accepts position as Group CEO. The DDC Group, a pioneer in data solutions and leading provider in business process outsourcing (BPO) and technology, is pleased to announce the appointment of Nimesh […]

The Transformative Benefits of Outsourcing

Back Office Processes Routine administrative and back-office tasks may feel like a burden, getting in the way of core business functions and hindering productivity. In an age defined by efficiency and innovation, businesses are re-evaluating traditional operational models. Outsourcing back-office processing and administrative tasks has emerged as a strategic decision that can allow businesses to […]

Riding the Wave of 2024: Top Customer Service Trends

As we embark on a new year, it’s only natural to look ahead and consider what’s next in the rapidly evolving world of customer service. With customer expectations continuously on the rise, staying abreast of the latest trends is not just beneficial—it’s essential. For customer service professionals looking to stay ahead of the curve, here […]

Expected Outsourcing Trends Across 2024

As we move forward in this era of rapid technological advancement and global connectivity, the business landscape continually evolves. One area experiencing significant transformation is outsourcing. Staying updated with the latest trends is crucial to leverage the opportunities outsourcing presents and bust the myths surrounding it. In this blog post, we discuss the biggest outsourcing […]

The Future of Retail in 2024

Navigating Customer Service and Outsourcing in 2024 Retail, a sector that has always been on the move, is about to undergo even more significant changes. In this follow-up to our previous blog post on the top five retail trends, we explore how these developments could impact customer service and outsourcing. Trend 1 In the age […]

Top 5 Retail Trends to Watch Out for in 2024

Anticipating the future of retail, here are 5 trends to watch out for in 2024. The ever-evolving retail and e-commerce landscape presents a constant challenge for businesses striving for growth. To stay ahead and keep customers engaged, companies must stay agile and responsive. However, predicting the next wave of retail evolution is no easy feat. […]

AI and Data Capture Experts: Better Together

In today’s dynamic business world, the value of data continues to rise. It’s the key to understanding your consumers, delivering exceptional service, spotting and eliminating inefficiencies, discovering opportunities, and enhancing business outcomes. Knowing how to capture the right data and use it efficiently isn’t just helpful; it’s a necessity. Capturing and processing data still requires […]

Join Us at the Prestigious ECCCSAs Ceremony!

We’re thrilled to announce our continued sponsorship of the premier awards event in the customer contact industry. Now in its 23rd year, the esteemed European Contact Centre & Customer Service Awards (ECCCSAs) remain the hallmark of excellence within the customer service sector. As the largest and most enduring awards program of its kind, ECCCSAs continues […]

John, Simon & Julian on Tour in Serbia!

Many of us have enjoyed the exploits of Gino, Fred and Gordon on ITV as they undertake road trips around the world. So, when our CEO, COO and CFO packed their bags, ready to head out on a Balkans trip, the comparisons began… and ended just as quickly! Whilst maybe not as entertaining or as […]

John, Simon & Julian on Tour in Bosnia & Herzegovina!

DAY THREE Early doors we set off to Banja Luka in Bosnia & Herzegovina, a fairly long drive ahead, a proper road trip! Kemal was the captain, rolling through the hills of Serbia, through Croatia, and into the flatter terrain of Banja Luka. We had all the glamour of a Gino, Fred and Gordon Road […]

Experiencing the Brilliant Culture and Hospitality of Sarajevo: My Visit to the DDC Family

As someone who has been working at DDC OS for almost six years, I was thrilled to finally have the opportunity to visit our colleagues in Sarajevo. And let me tell you; it did not disappoint! My colleagues and clients constantly praise the brilliant culture, hospitality, and people we have working as part of the DDC family in Sarajevo, […]

DDC OS demonstrates commitment to the contact centre industry by supporting the UKNCCA 2023

Press Release 28.04.2023 Contact centres across the UK are invited to recognise the outstanding work of their teams and individuals by nominating them in the UK National Contact Centre Awards 2023. Organisers, the CCMA (Call Centre Management Association), have refreshed the programme and added several new categories, including Trainer of the Year, Leadership Team of […]

Outsourced Customer Service in the UK: Why Now is the Perfect Time for Companies to Invest

Outsourcing crucial business processes and tasks is relatively common in today’s world. It’s not just big companies that rely on external talent to achieve their operational goals. Around 37% of small businesses outsource at least one business process. While many organisations have leveraged outsourcing to help with accounting, IT tasks, and other issues, the area […]

Our First Round Table Event – DDC Discusses

The British Library hosted the inaugural DDC Discusses event on Tuesday, 15th November. In the exclusive Boardroom suite, a select group of CX specialists gathered to discuss the world of conversation analysis and what research in this field can add to – or challenge! – our understanding of what constitutes effective customer experience. Keynote speaker Elizabeth […]

How Will ChatGPT Transform Customer Service?

For years now, artificial intelligence has been transforming the customer experience. The chances are you’ve already interacted with some form of AI solution when you’ve processed an order on a Shopify website or chatted to a bot on a website widget. As customer contact volumes have expanded, queries have grown more complex, and companies […]

Meet our Global Director of Customer Operations

A little over six months ago, a new chapter began at DDC OS as we welcomed Hayley Barlow to the team as Global Director of Customer Operations. With an extensive background in customer service outsourcing, Hayley was an important and exciting hire for DDC. As ever, time has flown, and Hayley has already been hard at work […]

5 Customer Service Trends to Prepare for in 2023

Customer service remains the number one differentiator for any brand. Consumers today care more about the experience businesses can offer than their products, services, features, or even prices. The good news is that companies recognise the need for exceptional service, with 65% of brands saying they plan to increase their investment in customer experience […]

Winners! DDC OS Recognised in Multiple Categories at the ECCCSA’s

On November 22nd at Evolution, Battersea Park, the annual European Contact Centre & Customer Service awards took place. DDC OS was shortlisted for three awards: Best Multilingual Customer Service with Boohoo, Best BPO Partnership – Large with Photobox and Best Pan European Contact Centre. In what was a very glamorous evening, with appearances including Fiona […]

A Year in Review with John Callachan

After the challenges of 2020 & 2021, this year was full of hope and curiosity for what the “new norm” might look like. Whilst we have now learned to live with Covid, the cost of the pandemic and political uncertainty has led to a global cost of living crisis. Nonetheless, there is much to be […]

Retail Peaks, they’re not just for Christmas.

The holiday season represents a crucial period for retailers both online and in physical stores. During October, November, and December each year, companies experience rapid increases in demand for their services as spending rises from a range of consumers. In the UK, 81% of consumers have said they’re planning to shop more during the Black […]

Energy Suppliers – Getting it right, first time – how this is harder than you think.

Energy is a product with low margins and little differentiation. This makes the job of an energy retailer complex at the best of the times – it’s a constant balancing act between customer service and cost to serve, the only variables that make your energy supply business stand out from the competition. So, delivering good […]

How the Energy Crisis is Affecting Retail and Ecommerce

It’s no secret that the last couple of years have had a phenomenal impact on the retail landscape. The pandemic caused the closure of stores worldwide, with around 8,700 British chain stores shutting their doors in 2021 alone. Surviving store owners have had to adapt at break-neck speed to new changes in customer demands and […]

The Impact of Customer Experience on Customer Lifetime Value

It’s easy to see CX (Customer Experience) initiatives as a drain on customer resources. By the end of 2022, global CX technology spending is set to reach a value of 1 billion, with organizations investing in everything from CRM tools, to cloud-based contact centres and AI. If your budget is limited, you might assume allocating […]

European Contact Centre & Customer Service Awards (ECCCSAs)

The greatest awards programme in the European customer contact industry. For more information or to submit a nomination visit: www.ecccsa.com We are excited to be sponsoring the greatest awards programme in the customer contact industry. In its 22nd year, the award-winning European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest […]

Part Six – Collaboration and its Role in the Future of Retail

Modern Consumers Demand More There has never been as much choice as there is today; the world of e-commerce has ballooned, which means that there are seemingly endless options at the click of a button. The pandemic has only accelerated this trend, and, as a result, some of the best-known brands globally have seen a […]

Part Five – UX: Data-Driven Like Never Before

We undeniably live in a data-driven world. If you want to get ahead and retain customers, making the best use of the information at hand is vital. While many retail businesses have a wealth of data at their fingertips, ensuring that it is analysed and implemented is an ongoing process. Here, we look at some […]

Part Four – UX: Delivery and Returns

Due to rising demand, HGV driver shortages, and more expectant customers than ever before, it’s evident that the ‘Amazon Generation’ are pushing the industry to new levels of transformation. So, what can we learn from consumers’ new habits post-pandemic, and how is that already impacting the UX regarding deliveries and returns? The Rise of Digital […]

Part Three – What Next for the Accelerating World of E-Commerce?

The UK has the most advanced e-commerce market in all of Europe. This means that staying ahead of the game has never been more imperative; consumers expect a high level of service when buying products online. Consequently, retail businesses must work hard to deliver, literally… Flexibility in Delivery and Returns Perhaps one of the most […]

Part Two – A New Age for Customer Service in Retail

The UK high street has been a changing landscape for some time. Add in a pandemic, and you’ve got a recipe for potential disaster. Case in point, in May 2021, the British Retail Consortium reported a 77.8% year-on-year decline in footfall across the high street. Since the COVID-19 outbreak began, many of the most beloved […]

Part One – A Window of Opportunity

As we see the easing of Covid restrictions across the UK and a sense of normality return, we felt this was the time to look at how retail has had to adjust and what we might see moving forwards. Many retailers have had to quickly adapt to new forms of digital engagement and improve their […]

Further expansion in the Balkan Region

DDC are excited to announce further expansion in the Balkan region with the recent opening of a new language hub in Belgrade, Serbia. DDC’s new language hub will initially launch with a team of 50 and provides new job opportunities for those in the Belgrade area with language skills. The team will grow rapidly over the coming months, to support the […]

A Year in Review – 2021

As 2019 drew to a close, few of us could imagine what the following year would have in store. Two years later, as the curtains close on 2021, we can scarcely believe the year we have just had. Whilst challenging for all, we have a lot to look back on here at DDC OS with pride. With that comes […]

The Main Benefits of a Multilingual Customer Service Team in Retail

Excellent customer service is a top priority when you’re running a retail business. Here at DDC OS, we can help you outsource this aspect of your business so you can focus on delivering exceptional products and services. We speak your customers’ language—literally. We can offer multilingual customer services so we can deal with your customer base in […]

Keeping Your Brand Personality: A Quick Guide

Let’s face it —personality matters. Marketing departments can spend millions on creating a solid brand personality. However, it’s the staff members on the front line who portray it: the customer service team. When you have a small team, taking total control of your brand personality is easy. However, as things start to grow (both physically […]

Call & Contact Centre Expo 2021

The tools, systems and ideas revolutionising the world of customer engagement will once again be taking London by storm on the 16-17 November 2021, for another instalment of Call & Contact Centre Expo, Europe’s leading event for customer engagement professionals! Industry experts from the likes of RingCentral, Odigo and 8×8 will be on hand to […]

Author: niall Rogers