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, […]
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 […]
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 Smart Metering and AI
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 other, for that matter), the adoption of AI is currently a hot topic, especially with ongoing concerns around data sharing. AI offers great potential to both suppliers and end customers. […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
5 Customer Service Trends to Prepare for in 2023
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, or even prices. The good news is that companies recognise the need for exceptional service, with 65% of brands saying they plan to increase their investment in customer experience […]
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 […]
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 […]
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 […]
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 […]
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 Five – UX: Data-Driven Like Never Before
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 is vital. While many retail businesses have a wealth of data at their fingertips, ensuring that it is analysed and implemented is an ongoing process. Here, we look at some […]
Part Three – What Next for the Accelerating World of E-Commerce?
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 Two – A New Age for Customer Service in Retail
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 in point, in May 2021, the British Retail Consortium reported a 77.8% year-on-year decline in footfall across the high street. Since the COVID-19 outbreak began, many of the most beloved […]
The Main Benefits of a Multilingual Customer Service Team in Retail
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 your business so you can focus on delivering exceptional products and services. We speak your customers’ language—literally. We can offer multilingual customer services so we can deal with your customer base in […]
