Articles - Penny Reynolds

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.

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A photo of a woman holding a clock
How to Introduce Adherence and Strengthen Employee Trust
A picture of someone trying to catch clocks (schedule adherence concept)
How to Manage and Improve Schedule Adherence
Why Should Your Occupancy Rate NOT Exceed 85%?
Concept of Schedule Adherence
How do I Calculate… Schedule Adherence?
The Forecast Accuracy Formula
The Formula to Calculate Forecast Accuracy
The Power of One