Call Center Staffing: The Complete, Practical Guide to Workforce Management
Penny Reynolds is a Founding Partner of The Call Center School and is a widely recognized authority in the area of call center workforce planning and management.  As an active consultant and senior faculty member with The Call Center School, she instructs hundreds of call center professionals each year in the art of workforce management, and works with dozens of companies to make the most of their valuable personnel resources.  Penny writes frequently for industry publications and is a popular speeaker on a wide variety of call center operations and management topics.