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
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
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
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
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,
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:
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
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
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
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
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
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 we have all seen in recent weeks, billing issues can be a very costly problem for energy firms. It is a complex industry, and
Gone are the day`s where bad customer service was only noticeable when we were directly involved. In the internet age, sites such as Trip Advisor
Written by, Niall Rogers, Business Development Manager at DDC OS. Operating in what I refer to as a hybrid role, in one moment I can
The struggles of the retail industry are apparent to even the untrained eye. Empty high street buildings have become the norm, and with growth of
Our specialist utilities team here at DDC OS have been vital in delivering great results for our clients, and a key element of that is
The Costs It’s an expensive time for energy suppliers. Fuel costs aside, a highly competitive marketplace has forced companies to focus on other ways of
In light of the recent news, that Ofgem has ordered 11 suppliers to improve their handling of complaints, we take a look at our approach
Check out our latest infographic – we take a look at our Multimedia Response Handling solution.
On the evening of May 24th at The Hilton, Manchester Deansgate The GSA UK held their annual Top Performers and Professional Awards Dinner. Here at
The GDPR is almost upon us and many people have had their say on how it will affect the outsourcing industry. To put to bed
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