Taking CX toThe Next Level
Scottsdale, AZ | April 15-17
Join TTEC and GE Healthcare
Taking CX to The Next Level…When Lives are at Risk
In today's world where exceptional CX is a true differentiator, just about every company is looking for ways to take their CX to the next level. That's even more essential for GE Healthcare, because the customer experience they deliver could mean the difference between life and death.
Join GE Healthcare as it shares its journey in finding and choosing the right partner to help them design, build and operate their new customer experience center and program. This partnership has led to development of a new location, redesigned training curriculum and knowledge management resources, elevated workforce management operations and delivery of a customer-centric culture that is driving improved performance. With 25 years of experience in the contact center world, Burg Hughes shares his best practices and lessons learned.
Call Center Operations Leader, GE Healthcare
Burg has over 25 years of contact center leadership experience in a variety of high pressure B2B and B2C environments. At Staples, he developed the North American quality assurance program and then pioneered their first multi-channel center for Staples.com. He then served as Vice-President of Consumer Service with Teleflora, driving industry leading service in an incredibly seasonal market. Burg later became Vice-President of Operations for BuySeasons Inc., where his teams regularly earned BixRate's Circle of Excellence Award, placing their service in the top 2% of online retailers.
Burg currently serves as Call Center Operations Leader for GE Healthcare where his team is faced with life and death situations every day as they provide support to hospitals using GE's advanced medical equipment.
Vice President of Healthcare Solutions, TTEC
Jim, Ziaja, Vice President of Healthcare Solutions at TTEC, specializes in working with payers, providers and medical device manufacturers improving the member experience, sales programs, and clinical services. Solutions often incorporate multichannel capabilities ranging from CRM systems, strategy services, social media, and learning innovation, and contact center services.
Prior to joining TTEC, Jim spent 15 years with IBM Global Services developing an extensive background in engineering, technology, operations, and sales - both domestic and international. Jim has direct experience in outsourcing operations for healthcare, communications, manufacturing, and technology firms with both domestic and international operations. He has worked in the healthcare space on multiple levels (provider, payer, and pharmaceutical) with solutions being delivered from around the globe in transformational business process outsourcing.
TTEC (formerly known as TeleTech) is a global customer experience company that designs, builds and operates captivating omnichannel customer experiences. With more than 56,000 employees and 97 customer engagement centers around the world, we work with many of the most innovative brands on the planet acquire, serve, retain, grow and protect their customer relationships. We combine service design, strategic consulting, technology platforms and operations excellence to deliver experiences that captivate customers and dramatically improve the bottom line.