Bill Durr, Workforce Optimization Evangelist
Bill Durr is an industry veteran and 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 30 years in the market, he has practical experience with most contact center technologies and the technology segments that comprise workforce optimization, including workforce management.
A list of companies he has worked for includes Datapoint, Teknekron Infoswitch, Telcom Technologies, Call Center Management Associates, Radish Communications, IEX Corporation, Rockwell, Blue Pumpkin, Witness Systems and Verint Systems.
An author of numerous articles and whitepapers on contact center technology and management, he also has published four books: Building a World-Class Inbound Call Center, focused on a management process for call centers that drives productivity and quality; Navigating the Customer Contact Center in the 21st Century, clarified technologies used in multimedia centers and updated management processes that include email and Web support metrics; Customer Centricity Through Workforce Optimization, focused on how to transform the workforce, maximize a contact center’s most value resources – its people – and propel center performance to the next level; and Analytical Workforce Optimization Demystified, focused upon how WFM and Quality Management are changing because of Analytics which provide powerful lenses through which management can improve the performance of the workforce and understand what customers want from organizations.