Under Our Thumb - Reclaiming the Art of Human Capital Optimization in the Call Center
Wednesday Nov 5, 12:00 PM – 1:00 PM EDT — RECORDING
In the fast-paced world of call center operations, talent often hides in plain sight, under pressure, under metrics, and under our thumb. This keynote explores the quiet power of human capital optimization through the lens of everyday encounters: a ladybug on a rose bush, a street artist in Union Square, and the unsung heroes of customer service. Penny Tootle, Director of Organizational Change Management, invites leaders to reimagine their influence, not as a force of control, but as a catalyst for growth. Drawing from her research on thriving workplace environments and her leadership philosophy rooted in "other-focused leadership," Penny challenges attendees to examine their comfort zones in driving behavioral change. Are you leading through referential power, coercive influence, or something more enduring? This session will inspire call center leaders to cultivate environments where individual brilliance is not only recognized but optimized, regardless of role, title, or function.
Presenter:
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Penny D. Tootle, PhD, Director, OCM, RedClay
Penny is a nationally recognized leader in Organizational Change Management with over 30 years of experience transforming workplaces where performance pressure often overshadows potential. Known for her “other-focused” leadership philosophy, Penny helps organizations unlock hidden talent and cultivate environments where individuals thrive. Her research in Industrial-Organizational Psychology explores how everyday encounters, often overlooked, can spark behavioral change and sustainable growth. A certified Prosci practitioner and award-winning keynote presenter, Penny has guided enterprise-level change initiatives across utilities and call centers, consistently improving engagement, adoption, and operational outcomes. Beyond her professional work, Penny advocates for homeless teens in Las Vegas and leads a community ministry supporting a Title I high school. She believes leadership is not about control, but about creating space for brilliance to emerge, one conversation, one soul, one moment at a time.
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