Principal Global Solutions Consultant, Verint Witness Actionable Solutions
Bill Durr serves as principal global solutions consultant for Verint® Witness Actionable Solutions®, a leading provider of analytics-driven workforce optimization (WFO) software and services for contact center, branch and remote office, and back-office operations environments.
As an industry veteran, 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 whitepapers on contact center technology and management, he also has published three 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, focused on clarified technologies used in multimedia centers and updated management processes that include email and web support metrics; and 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.
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