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 […]
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 […]
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 to act, imposing price caps on energy […]
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 […]
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 […]
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 […]
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 […]
A Year in Review – 2021
As 2019 drew to a close, few of us could imagine what the following year would have in store. Two years later, as the curtains close on 2021, we can scarcely believe the year we have just had. Whilst challenging for all, we have a lot to look back on here at DDC OS with pride. With that comes […]
Call & Contact Centre Expo 2021
The tools, systems and ideas revolutionising the world of customer engagement will once again be taking London by storm on the 16-17 November 2021, for another instalment of Call & Contact Centre Expo, Europe’s leading event for customer engagement professionals! Industry experts from the likes of RingCentral, Odigo and 8×8 will be on hand to […]
