Society of Workforce Planning Professionals (SWPP)
The Board of Advisors, composed of recognized call center industry leaders and workforce planning experts, provides leadership for SWPP and directs many of its activities. Vicki Herrell serves as Executive Director of the Society of Workforce Planning Professionals (SWPP) and oversees the strategic direction and the day-to-day operations of the association. Herrell brings to the position over fifteen years of experience in the call center and workforce management industry, serving for many years in the area of client relations and events management for the former TCS Management Group. Vicki is a popular industry speaker, serving as an industry expert on best practices in workforce management. She is the editor of SWPPâ€™s On Target newsletter and the Workforce Management Expert Solutions book. In addition, the education activities of SWPP are directed by two of the founding partners of The Call Center School, Maggie Klenke and Penny Reynolds. Both Klenke and Reynolds are recognized authorities in the area of workforce planning and call center management. They are regular speakers at call center industry conferences and association meetings and have been at the forefront of developing education and professional certification programs for call center professionals, first as the management team of Call Center University and later at The Call Center School.