Creating a Customer Focused Sales Culture

May 4, 2010 | By

Although there are many factors that contribute to a successful call center, none are more important than hiring the right people and training them in sales techniques and product/systems support. This episode is jam packed with solid insight and practical methods for getting these two key elements right.

My guest is Penny Reynolds. She’s a founding partner at The Call Center School where she 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.

She’s the author of 3 books. Her latest, Call Center Supervision: The Complete, Practical Guide to Managing Frontline Staff, can be purchased from and from her website at


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About the Author (Author Profile)

Tony is working on new client relationships and the expansion of present accounts.

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