Rich Ray, Senior Business Consultant - Witness Systems

Prior to joining Witness Systems Rich was the Vice President, Service Solutions in the Customer Service Organisation of Coventry HealthCare - based in Washington, D.C., USA.

He was responsible for managing various customer service centre activities including contact centre strategies, technology, and company wide process improvement initiatives. Coventry HealthCare operates multiple contact centres employing over 1,200 employees and has utilised the Witness eQuality solutions for several years. During his 13 years in the Health Care and Service Centre industry both in the USA and the UK he has been responsible for large Contact Centre operational strategy and oversight; human resources, employee development and training; and system application design, development and implementation. He has experience in both internal and external consulting as well as day to day strategic and tactical operational leadership.