Bill Durr Principal, Solutions Consultant

Bio
Bill Durr serves as principal solutions consultant for Witness Systems - a leading global provider of workforce optimization software and services, whose quality monitoring/call recording, workforce management, performance management and e-learning solutions are used in contact center, IP Telephony and back office environments worldwide.

He first became intrigued with contact centers in the late 70s. Since then, Bill has held a variety of sales, marketing and management roles for major contact center vendors and worked as a consultant for centers challenged with meeting their performance objectives. With more than 25 years in the market, he has practical experience with ACD systems, interactive voice response solutions, network routing software, and the technology segments that comprise workforce optimization, including workforce management.

An author of numerous articles and white papers on contact center technology and management, he also has published two books: Building a World-Class Inbound Call Center - focused on a management process for call centers that drives productivity and quality, and Navigating the Customer Contact Center in the 21st Century, focused on clarified technologies used in multimedia centers and updated management processes that include e-mail and Web support metrics.

Bill is a frequent speaker at industry events, where he addresses a variety of topics relevant to the contact center industry. Recurring themes include managing for productivity and quality, the impact of workforce optimization and the external forces driving contact center evolution.