Intelligent contact centre solutions: this is how it’s done


Professional customer contact today is characterised by four clear pillars. Firstly, the number of customer contact moments is increasing significantly, and secondly, we all want to further increase customer satisfaction. After all, that is what today’s consumer is asking for; we have jointly raised the bar continuously. This is partly due to our rapidly changing society in which digitalisation is quickly playing an increasingly important role. At the same time, it is very desirable that costs decrease. And fourth, we want live agents to be able to deliver more added value.

For example, if this contact centre agent works at a newspaper’s customer service department, he will not be happy to receive 10 calls in one morning indicating that the paper wasn’t delivered that morning. It is important and desirable to keep this employee deployable in a sustainable and vital way. That is why it is necessary to remove these types of simple processes, such as the example of a newspaper not being delivered, away from human employees made of flesh and blood. As a digital worker, a chatbot is, for example, perfectly capable of handling these types of issues correctly.

Win-win situation

By looking at the design of your customer contact centre that way, you save costs, your employees will be happier, you will reduce sick leave and other absenteeism, and your customer is better served than ever. Once you have properly set up this customer contact centre landscape, your customer or prospect will be served exactly via the right channel. Sometimes this can be via chat, another time via email, and the next time via personal contact on the phone. Every interaction depends on de customer’s wishes based on a certain situation. After all, when you order a new headset for your smartphone, you will want different advice, in a different way and preferably via different channels than when you ask for advice regarding the design of the funeral card in connection with your father’s death.

Download our whitepaper here

About DDM

At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field. This approach makes us flexible in finding the solution that best suits our customers’ specific needs and ambitions.

We guarantee a successful implementation, ensure integration with all existing back-end systems, and take care of managing and maintaining the platform. Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media. We are especially known for delivering customised solutions for corporate clients with complex structures, such as customer-specific integrations with back-end systems and the development of add-ons. Sometimes we even build a completely new product! That is how we ensure that the chosen contact centre solution exactly matches our customer’s wishes, needs and business processes.

We have grown into a team of about 30 contact centre experts and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria, and Switzerland.