Podcast ¦ CX Files: Seandette Wiltshire – The Contact Hub – CX and BPO Is Taking Off In Barbados

Summary

In this podcast episode, the hosts interview Shawn Wiltshire, the director of strategy and operations at the contact hub in Barbados. Shawn shares her journey into the CX and BPO industry, starting from an administrative role in a technology company to working in events management and eventually finding her passion in customer service. She also discusses the founding of the contact hub and the opportunities for growth in the Caribbean region.

Key Points

• Shawn Wiltshire has nearly 20 years of experience in BPO and customer experience.
• She started her career in a technology company, then moved into events management, before getting her first contact center experience in the UK.
• Shawn’s organic journey led her to discover her love for the fast-paced, problem-solving nature of the CX industry.
• She founded the contact hub in Barbados to provide BPO services and take advantage of the growing opportunities in the region.
• Barbados is becoming a relevant destination for offshoring and nearshoring due to its English-speaking population and strong cultural affinity with North America and the UK.

Key Statistics

• Shawn Wiltshire has nearly 20 years of experience in the CX and BPO industry.
• Barbados is an emerging destination for offshoring and nearshoring.

Key Takeaways

• The CX and BPO industry offers diverse career paths and opportunities for growth.
• Entrepreneurs like Shawn Wiltshire are paving the way for homegrown BPO operations in the Caribbean.
• Barbados is diversifying its economy and leveraging its cultural affinity with North America and the UK to attract business services.
• Organizations are recognizing the value of identifying career pathways for employees in the CX industry.
• The contact hub in Barbados is focused on demand generation and lead generation services.
• Data analytics is an important skill in the CX industry.
• Barbados offers a unique blend of cultural familiarity and business advantages for North American and UK companies.
• There is a growing need for BPO services in the Caribbean region.
• Barbados has a strong tourism industry but is now diversifying into service-based sectors like BPO.
• The contact hub provides job opportunities for the local population and contributes to the economic development of Barbados.
• Barbados provides a competitive advantage in terms of skilled labor, infrastructure, and telecommunications.
• The CX industry is evolving and providing more opportunities for professionals with customer service experience.