Bill Durr, Principal, Solutions Consultant - Witness Systems

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

During his career, Bill has held a variety of sales, marketing and management roles for major contact centre vendors and worked as a consultant for centres challenged with meeting their performance objectives. With more than 25 years in the market, he has practical experience with ACD systems, IVR solutions, network routing software, and the technology segments that comprise workforce optimisation, including workforce management. An author of numerous articles and whitepapers on contact centre technology and management, he has published two books: Building a World-Class Inbound Call Centre and Navigating the Customer Contact Centre in the 21st Century.

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