About The Author

Vicki Herrell serves as the Executive Director of the Society of Workforce Planning Professionals (SWPP) and the Quality Assurance & Training Connection (QATC) and has been at the helm of both associations since their inception. Vicki has over 20 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 the newsletters for both associations and the Workforce Management Expert Solutions book. She may be reached at [email protected].