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 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 […]
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 […]
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 […]
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 […]
GSA Awards 2023: A Night of Triumph and Togetherness for DDC
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 best practices in strategic outsourcing. DDC OS was shortlisted for a number of awards, and we asked Chrissie Spencer, Director of Marketing and Communications, to share the experience: It was […]
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. […]
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 […]
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 […]
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 […]
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 […]
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 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 […]
