Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff
Penny Reynoldsis a Founding Partner ofThe Call Center Schooland is a widely recognized authority in the area of call center operations and management.  As an active consultant and senior faculty member with The Call Center School, she instructs thousands of call center professionals each year in the art of call center operations and people management.  She has written numerous other books and writes frequently for industry publications.