Lately, Bill has begun to detect some striking changes emerging in the contact center industry. He sees that contact centers really don’t want to buy software, they want to buy results. There’s a new breed of contact center vendors that is able and willing to provide results.

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.

Before buying WFO technology, hear about 2 big changes in the contact center.

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