Penny Reynolds

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The Call Center School

Penny Reynolds is one of the founding partners of The Call Center School, a Nashville, Tenn.- based consulting and education company. She has written numerous call center management books, including Call Center Staffing—The Complete, Practical Guide to Workforce Management. She may be contacted at penny.reynolds@thecallcenterschool.com or 615-812-8410.

Article \| July 1, 2005 Are Remote Agents in Your Staffing Future? By: Penny Reynolds One of the most critical steps in making and receiving customer calls is deciding not only how many staff will be needed, but also what type of...more >>

Article \| January 1, 2004 The Top Five Problems Keeping Workforce Planners Up at Night By: Penny Reynolds A quick look through industry references would have you believe that topics such as workforce optimization, skill-based scheduling, real-time...more >>

Article \| September 1, 2003 Top 20 Performance Measures that Really Matter By: Penny Reynolds You’re proud. You’ve finally done it. You’re a real multichannel operation. What a relief, you’ve arrived! You expect many accolades, and you...more >>