In this episode of the Get Out of Wrap podcast, Martin chats with Sarah Hunt from DDC Outsourcing, exploring her career journey and insights into the contact center industry. Sarah discusses her transition from operational management to a more strategic role in the industry, working to elevate contact center jobs and make them careers of choice.

Key takeaways for listeners include:

1. Industry Evolution: Sarah talks about how the contact center industry has evolved, particularly with the rise of new technologies like AI and automation. She highlights the shift toward more complex roles and smaller, specialized teams as customer demands and self-service options increase.

2. People-Centric Leadership: Sarah emphasizes the importance of leveraging people power alongside technology. She advocates for developing frontline staff, improving leadership training, and preparing team managers to handle industry changes effectively.

3. DDC's Approach: Sarah introduces DDC Outsourcing’s initiatives, such as the "Elevate" program, which harnesses internal talent and expertise to offer strategic innovations for clients. She also touches on the company’s global presence, including data centers and language hubs, which serve diverse industries.

4. Networking and Learning: A big proponent of industry events and collaboration, Sarah shares how staying engaged with the wider community helps leaders and frontline employees stay informed and grow in their roles.

Listeners will gain insights into how the industry is transforming, the importance of supporting and developing teams, and strategies for thriving amidst rapid technological and operational changes.