Get Out of Wrap - Contact Centre Chat11 Loka 2024

#202 - Sarah Hunt of DDC Os - lndustry Legend

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:

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.
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.
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.
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.

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#269 – Why Outbound Is Dead: Susan Terry (Alvaria) on the Rise of Proactive Customer Outreach Podcast Description

Susan Terry, SVP and Head of Product at Alvaria, joins Get Out of Wrap for a wide-ranging conversation about the death of "outbound" and the rise of proactive customer outreach. Drawing on decades spe...

14 Elo 46min

#268 - What if leadership didn't need a leader - Danny Wareham

Here's a Spotify description for this episode:#268 - What if leadership didn't need a leader? - Danny WarehamWhat if the best leaders are the ones who know how to get out of the way? In this episode, ...

7 Elo 47min

#267- James Revell - Why great teams don't grown on trees.

Martin welcomes back "the Bearded Wonder Man" himself, James Revell, for a wide-ranging conversation on leadership, team culture, and the future of customer experience. Drawing on years of judging nat...

24 Heinä 49min

#266 - A closer look at what contact centres may look like in 2035

Martin takes a closer look at the near future of the contact centre — not the vague "AI will replace everyone" headlines, but a practical, role-by-role breakdown of how the industry might really chang...

26 Kesä 15min

#265 - Has contact centre technology actually improved? With Danny Wardell

Martin Teasdale is joined again by Danny Wardell of Alvaria for Part 2 of their conversation. Fresh from a great response to Episode 1, they dive deeper into the realities of contact centre life, from...

19 Kesä 44min

#264 - Prioritisation, Decision Systems & Improvement with The Forum

Feeling stuck in a cycle of firefighting, endless meetings, and inbox management — and wondering why nothing ever seems to truly improve? This episode might be exactly what you need.Martin is joined b...

17 Kesä 52min

#263 - Danny Wardell of Alvaria CX

Get Out of Wrap | Episode #263 – Danny Wardell, VP EMEA GTM at Alvaria CXFrom filing in a damp cellar at a solicitor's office to VP at one of the contact center industry's most recognised brands, Dann...

12 Kesä 1h 3min

#262 - Teams, Trust, and BOSS Culture

In this episode I am joined once again by the brilliant Lee Houghton for a conversation that gets to the heart of what makes a team a real team, and what gets in the way.They explore why "team" is con...

15 Touko 54min