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Sarah Hunt and the Contact Centre Revolution on the Get Out of Wrap Podcast 

In a recent appearance on the popular podcast ‘Get Out of Wrap’, Sarah Hunt, a seasoned professional in the contact centre industry and a key figure at DDC Outsourcing Solutions, shared her insights and experiences with host Martin Teasdale. For those unfamiliar with Sarah, her career journey from frontline operations to industry-wide influence is highly motivational.  

Key Discussion Points from the Podcast 

Leveraging People Power in Technology 

In their conversation, Sarah and Martin emphasised the importance of combining advanced technology with people power. Sarah pointed out that while technology is now more accessible and easier to implement, the real challenge is taking the workforce along on this technological journey.  

Both Sarah and Martin noted the rapid advancements in technology within the contact centre industry. A decade ago, discussions about technological change often felt more speculative than real. Today, however, these changes are happening at a dizzying pace. From AI-driven customer interactions to self-service capabilities, the landscape is evolving. Sarah believes that organisations must not only adopt these technologies, but also ensure that their teams are equipped to harness these tools effectively.  

Elevate at DDC OS 

Another key talking point was Sarahs involvement in the Elevate initiative at DDC OS, aimed at harnessing internal talent and expertise to deliver strategic innovation to the market. This program is about showcasing the wealth of skilled within the organisation and using them to drive client success. Sarah shared a story of a frontline advisor who developed new code that significantly reduced processing time and costs, demonstrating the untapped potential within contact centres. 

Looking Ahead: Challenges and Opportunities 

Sarah and Martin concluded their discussion by reflecting on the challenges and opportunities facing the industry. The role of contact centre leaders has undoubtedly become more complex, requiring a delicate balance of technology expertise and people management skills. However, both remain optimistic about the future. Sarah believes that with the right investment in people and technology, the contact centre industry can continue to thrive and evolve.  

Join the Conversation  

Sarah Hunt’s appearance on ‘Get Out of Wrap’ is a testament to the dynamic and evolving nature of the contact centre industry. Her insights not only highlight the challenges but also the opportunities that lie ahead. For those interested in exploring how DDC OS can help businesses leverage technology and people power contact us today.  

You can find the full podcast here and all our other podcast appearances here.   

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