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,
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
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
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
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
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
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
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
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
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
There are several components that drive a successful outsourcing partnership, and one of the crucial elements is where your outsourced project will be based. DDC
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
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
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.
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
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
Recently, our team gathered at The UK Contact Centre Forum awards evening in Surrey, and what an evening it turned out to be! With three
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.
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
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
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!
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
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
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
On Tuesday, 4th July, The Global Sourcing Association hosted their annual UK awards evening. Now in its 20th year, the award recognises those who demonstrate
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
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
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
DAY THREE Early doors we set off to Banja Luka in Bosnia & Herzegovina, a fairly long drive ahead, a proper road trip! Kemal was
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
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,
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.
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
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
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
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
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.
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,
On November 22nd at Evolution, Battersea Park, the annual European Contact Centre & Customer Service awards took place. DDC OS was shortlisted for three awards:
After the challenges of 2020 & 2021, this year was full of hope and curiosity for what the “new norm” might look like. Whilst we
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
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 no secret that the last couple of years have had a phenomenal impact on the retail landscape. The pandemic caused the closure of stores
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
DDC Outsourcing Solutions (DDC OS) are pleased to announce the appointment of two new directors to our board. Michelle Davies, who has been with the
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
Check out our latest infographic on why you should offer multilingual customer service! Want to know how we can help you upgrade your customer experience?
In 2019, we visited the topic of customer service expectations and what the future would look like within this space. As was the case then,
One of the main objections we hear in relation to outsourcing customer services is brand protection, and as a marketing department, it’s one we can
As the way customers engage with their utility suppliers and general purchasing behaviours change, the rise of the contact centre world is showing no signs
Recently, customers have been worried and concerned around matters such as supplier of last resort processes and price increases, and it is during such times
There are a lot of challenges facing customers currently with the rising cost of living and the impact financial burdens have on mental wellbeing. That
A big focus in Utilities, as in many industries, is the evolution of customer service offerings in a post-pandemic world. How have the customer expectations
The utility market has been experiencing unprecedented change; it is practically impossible to watch the news and not hear about the soaring energy prices
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
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
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
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;
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
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
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
THE TOP THREE CAUSES OF CUSTOMER STRESS AND DISSATISFACTION Taxing customer service experiences are the source of great frustration to the modern-day consumer with high
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
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
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
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
The tools, systems and ideas revolutionising the world of customer engagement will once again be taking London by storm on the 16-1 7 November 2021
Last month QMS International carried out an annual surveillance audit against the DDC OS Risk Management System, to ensure we meet the requirements of the ISO
Last month QMS International carried out an annual surveillance audit against the DDC OS Environmental Management System, to ensure the company meets the requirements of
Last week QMS International carried out an annual surveillance audit against the DDC OS Quality Management System, to ensure we meet the requirements of the
DDC Outsourcing Solutions have become certified to the ISO 22301:2019 Business Continuity Standard.
Happy Earth Day! We are proud to celebrate today as a company that has achieved its ISO 14001 Environmental Certification, with a fully mature compliant
Happy International Women’s Day, this year’s #IWD2021 theme is #ChooseToChallenge
Today is #EmployeeAppreciationDay so we spoke to our CEO, John Callachan about our workforce at DDC OS. Here’s what he said: Any of us working here at
As it’s National Apprenticeship Week, DDC Outsourcing Solutions (DDC OS) are taking time to reflect and celebrate how Apprenticeships and training initiatives impact our business…
DDC MLS continue to give back, we hear from their Operations Delivery Manager, Dženana Šećkanović who was one of the founders of the DDC MLS
Sleigh bells may not be ringing just yet, but as a business leader, you should be looking ahead to the holiday season. Before you know
Customer services matter. 96% of consumers say that this is an important factor when choosing whether to be loyal to a brand, according to a
Many have faced the same question, should we place our customer services inhouse, or outsource? Weighing up the pro’s and con’s, looking at the current set up and taking advice
The DDC MLS Humanitarian Fund was founded in 2016 by the MLS team, with a goal of supporting the local community in Sarajevo. Starting out
In today’s globalised market, communicating only in one language can immediately limit your customer base. Here we share with you what we think are the
More than half of employees state that they have suffered from ‘common’ mental health problems, and in the UK someone is made ill by stress
On a recent visit to our Bosnian head office in Sarajevo, Nielsen Brandbank (NBB) were left delighted at what they saw. As a long-standing client,
As the curtain closed on 2019, our amazing team in Bosnia took the time to rightfully celebrate and look back on another successful year. A
As we have all seen in recent weeks, billing issues can be a very costly problem for energy firms. It is a complex industry, and
From late January until March 2020, we’ll be supporting the Disability Confident campaign. This is a time when many employers are planning for the new
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