Lately, Bill has begun to detect some striking changes emerging in the contact center industry. Something that has always mystified Bill Durr is the absence of change in the industry. He sees that contact centers really don’t want to buy software, they want to buy results. To be sure, there have been new technologies introduced into the contact center industry but the practice of contact center management has remained largely unchanged while the rest of society and industry has gone through some massive upheavals. There’s a new breed of contact center vendors that is able and willing to provide results.

Guest Speaker Bio: Bill 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. 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. Bill also publishes a free monthly newsletter Enterprise WFO Solutions.  Subscribe by email. Bill works with customers to realize full value from their solutions and is a frequent speaker at industry events, where he discusses topics of interest to the contact center industry, the migration of workforce optimization into back-office operations and how they all interact to help shape the customer experience.  Recurring themes explore managing for productivity and quality, what it means to optimize the workforce in today’s front- and back-office customer service environments, and the external forces driving contact center evolution and customer-centric approaches to sales and service.

Air Date: Wednesday, January 13, 2016 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: William Durr, Principal, Contact Center Consulting
Season: 7, Episode Number: 1

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CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, Workforce Management, CallTalk Season 7