The Virtual Summit

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The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

The benefits of membership in SWPP include:  

Member-only access to certain areas of the SWPP website 

Quarterly newsletters with timely articles written by industry experts 

Regional networking meetings (SWPP Meets) with presentations and roundtable discussions on current issues and industry trends 

Access to web seminars on hot topics presented by peers and industry experts

Discount to attend educational web seminars presented by industry experts

Online forums to exchange ideas with your peers without leaving the office 

Ability to post open positions on our Job Posting Board

Online training from our education partner, The Call Center School

Discount on CWPP certification

Discount to the SWPP Annual Conference 


Vicki Herrell serves as Executive Director of 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 SWPP’s On Target newsletter and the Workforce Management Expert Solutions book.

The activities of SWPP are directed by a Board of Advisors, composed of recognized call center industry leaders and workforce planning experts, provides leadership for SWPP and directs many of its activities.

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.

For more information, please visit our website at