Bill Durr is an industry veteran and 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 30 years in the market, he has practical experience with most contact centre technologies and the technology segments that comprise workforce optimisation, including workforce management.
August 16, 2016Last Updated: April 20, 2021 Bill Durr
Are you looking for call centre industry standards? Our article explores whether they truly exist and challenges the thinking behind some common practices providing some practical examples to common call centre metrics like grade of service.