Penny Reynolds is a Founding Partner of The Call Center School, where she heads up curriculum development. She develops and teaches courses on a wide variety of call center topics and speaks at many industry conferences and association meetings. Penny has spent over twenty years in the call center and telecommunications industry, and is known as an industry expert on topics such as workforce management, application of call center technologies, and general call center operations and people management.

Penny writes frequently for industry publications, and has been published in Call Center, Customer Interaction Solutions, Customer Support Management, Customer Relationship Management, International Customer Service Association Journal, Operations and Fulfillment, Call Center Europe, TeleBusiness International, Business Communications Review, Connections, and others.

Penny is the author of several call center management books, including Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff, Call Center Staffing: The Complete, Practical Guide to Workforce Management, Power Phrasing, and The Power of One. She has also co-authored several other books with Maggie Klenke, including Business School Essentials for Call Center Leaders, Strategies for Managing Call Center Personnel, Call Center Operations Management I and II, and Call Center Management Overview and Applications.

Penny served on the inaugural editorial board of Customer Support Management magazine, is a member of ICSA (International Customer Support Association), SOCAP (Society of Consumer Affairs Professionals), and Call Center Magazine’s Leadership Council. She is among the first in the industry to receive CIAC Call Center Management Consultant certification.  For her contributions to the industry, Penny was awarded Call Center magazine’s prestigious Call Center Pioneer Award in 1996. She is an honors graduate of Vanderbilt University.

Maggie Klenke is a founding Partner of The Call Center School and an active industry consultant, assisting clients in development of strategic and tactical plans, technology applications and integration, staffing and scheduling, service level analysis, and overall management issues.  Maggie teaches seminars on a wide variety of call center and telecommunications topics and is a popular speaker at industry conferences.

Maggie writes frequently for the industry press and is on the editorial boards of the International Journal of Call Centre Management and CRM Magazine.  She has also co-authored the five textbooks that support the Call Center Manager curriculum at the University of Phoenix, Call Center Staffing – The Complete Practical Guide to Workforce Management, Business School Essentials for the Call Center Leader, and Call Center Supervision – The Complete Practical Guide to Managing Frontline Staff.

From 1987 – 1999, Maggie was Vice President of Consulting at TCS Management Group.   During her tenure at TCS, she was responsible for a growing consulting practice, which specialized in management, design, and technology applications for call centers, and the development of Call Center University.

Prior to joining TCS, Maggie was Manager of Corporate Telecommunications at United Banks of Colorado, a statewide system of banks and financial service units.  She is an honors graduate of Loretto Heights College.  She is also one of the first to receive the CIAC industry certification as a Call Center Management Consultant.  She also serves as an examiner for the Tennessee Center for Performance Excellence, a statewide program of the Malcolm Baldrige awards.