Bill Durr Bill Durr serves as principal solutions consultant for Witness Systems – a leading global provider of workforce optimization software and services. Prior to joining Witness Systems, he held sales, marketing and management roles for a number of major contact center vendors and entrepreneurial start-ups. He also provided consulting services for centers struggling to meet performance objectives.   With more than 20 years of experience in the industry, Bill has authored numerous articles, white papers and has written two books on the technology and management of contact centers. He is a frequent industry speaker with emphasis on workforce and performance management and is a member of the Contact Center Leadership Council formed by CMP/Call Center Magazine.