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Gamification in the Contact Centre

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 to help reduce team dissatisfaction.   One particularly popular strategy is gamification. Studies show that gamification can improve workplace engagement by 48%, boost productivity, and motivate teams. However, like any employee […]

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 […]

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. […]

How to avoid scary customer service 

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!  Providing good customer service is vital to building a good reputation and loyal customer base. A recent study by Salesforce showed that 80% of customers consider their experience with a […]

Ofgem’s New Customer Service Rules: The Impact 

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 extensive engagement with energy suppliers, businesses, and consumers, Ofgem outlined a number of new guidelines. These guidelines focus on delivering more extensive support to customers struggling with energy bills, prioritising […]

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 […]

Prepare for Customer Service Peaks with These Top Tips 

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 for their wallets, but they also have a habit of creating tidal waves of pressure for business leaders and customer service reps.  The good news is that Black Friday represents […]

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 […]

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 […]

Celebrating Cultural Diversity and Exceptional Customer Service: Nearshore.  

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, New Era Cap. For our particular guests, it was their first visit, and it was ideal timing as we were celebrating our 5th anniversary as a successful partnership! Here we […]

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 […]

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 […]

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 […]

Part 5: Collaborating with an Outsourcer (A Supplier’s Guide)

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 of slowing. By 2027, the industry is expected to reach a value of $496 billion (Statistica), and in turn, demand for outsourcing contact centre services is due to grow.    With […]

Part 4: The Importance of Communicating Effectively with your Customers

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 that communication is crucial. The changes have been confusing to those of us ingrained in the market, let alone the end-users, amplifying the importance of communicating effectively. Customer communication is […]

Part 3: Supporting Vulnerable Customers

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 is why Ofgem’s directive – that the energy market ‘is accessible, inclusive, and responsive to the needs of all consumers, including those in vulnerable situations’ – is more imperative than […]

Part 2: Delivering Best in Class Customer Service

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 changed? Which communication channels are being used, and how effective are they? Moreover, where can innovation make life easier for providers and customers alike?   As stated by Five9, the intelligent […]

Part 1: Utilities & The Customer Experience

  The utility market has been experiencing unprecedented change; it is practically impossible to watch the news and not hear about the soaring energy prices and the knock-on effects on our economy and communities alike. The industry has a number of challenges to overcome in 2022, but that’s not to say that progress has not […]

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

outsourcing

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 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?  

retail thought piece

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 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 […]