Maggie Klenke is a founder of The Call Center School and an active industry consultant, assisting contact center clients in development of strategic and tactical plans, technology applications, forecasting and scheduling optimization, service level analysis, and overall management issues. Maggie teaches seminars on a wide variety of call center topics and is a popular speaker at industry conferences in the US and abroad.
Maggie writes frequently for the industry press. She has also co-authored the five textbooks that support the Call Center Manager curriculum at the University of Phoenix, as well as Call Center Staffing – The Complete Practical Guide to Workforce Management, Business School Essentials for the Call Center Leader, Call Center Supervision – The Complete Practical Guide to Managing Frontline Staff, and The Power of One.
Maggie is also an advisor to the Society of Workforce Planning Professionals and the Quality Assurance and Training Connection – two membership associations that support specialized personnel in contact centers. She writes articles for the associations’ newsletters and delivers sessions at the annual conferences. She co-authored the industry-accepted SWPP certification testing program now available in North America, Europe and other parts of the world. Maggie often serves as the “Workforce Wizard,” answering challenging questions from SWPP members.
From 1987 – 1999, Maggie was Vice President of Consulting at TCS Management Group. TCS produced the WFM software package that is now eWFM offered by Aspect (TCS was acquired by Aspect in 2000) as well as providing a wide variety of consulting services in general telecommunications and call center operations. During her tenure at TCS, she was responsible for a growing consulting practice and the development of a call center training curriculum which quickly developed into one of the premier training programs available for call center professionals.
She is an honors graduate of Loretto Heights College (now Regis University). She is also one of the first to receive the CIAC industry certification as a Call Center Management Consultant. She also serves as an examiner for the Tennessee Center for Performance Excellence, a statewide program of the national Malcolm Baldrige awards.