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, […]
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 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 […]
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 […]
Celebrating Success at The UK Contact Centre Forum Awards!
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 entries in the competition, we proudly walked away with not one, not two, but three awards, making it a night to remember. Our very own Chloe Rhodes kicked off the […]
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. […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 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 […]
