As founding partner of The Call Center School, Reynolds heads up curriculum development.
She develops and teaches courses on a wide variety of call center topics, including workforce
management, performance measurement, and call center technologies. Penny is a popular speaker at
industry conferences and association meetings and a frequent contributor to industry trade
publications. She is the author of several books, including Call Center Staffing: The Practical
Guide to Workforce Management, Business School Essentials for Call Center Leaders, Call Center
Supervision: The Complete Guide to Managing Frontline Staff, Power Phrasing, andThe Power of
One. She has also co-authored the five textbooks for University of Phoenix’s call center
certification program. An honors graduate of Vanderbilt University, Penny was one of the first
recipients of Call Center Magazine’s prestigious Call Center Pioneer award.