In this role, Burgess is responsible for continuing ACT’s focus on customer satisfaction and assurance by directing ACT’s worldwide team of more than 200 customer service professionals. He brings with him more than 20 years of senior management experience managing customer service operations in the United States, Europe and Latin America.
“My decision to join ACT was an easy one,” said Burgess. “ACT has been succeeding in the conferencing industry for more than 20 years and it continues to expand into more and more new regions throughout the world. This speaks volumes about the quality and experience of the people and the outstanding products and services ACT offers. I look forward to working with the worldwide ACT team to deliver stellar customer service to each and every ACT client and partner.”
Prior to joining ACT, Burgess was the director of Monster Worldwide’s customer service centre where he was responsible for the day-to-day operations and ongoing growth of the customer service centre in South Carolina, U.S.A. Burgess’ domestic experience also includes co-founding a Silicon Valley-based contact centre outsourcing company, Sequence Support Services, and serving as vice president and general manager for AFFINA, an outsourcing company based in Illinois.
On the international level, Burgess served as vice president of Latin American operations for Stream International, a contact centre outsourcer. In that role he was responsible for four contact centres and oversaw a staff of more than 2,100 agents. He also managed an 800-person contact centre in Panama for ClientLogic, and established a new pan-European contact centre for Hyperion Software.