Press
Six Sigma Training.org - November, 2011
Deming Not DiMaggio
Card Not Present - May, 2011
Small Daily Security Breaches Worse than Large High-Profile Ones
Connections Magazine - April, 2011
Call Center Fraud: The End is Near
Contact Professional - March, 2011
Four Sources of Learned Helplessness in the Call Center Industry and the Proven Ways Out
iSixSigma - February, 2011
Error-Proofing Strategies for Managing Call Center Fraud
iSixSigma - May, 2010
Fixing Between-Agent Variation Can Make All the Difference
Connections Magazine - December, 2009
The Future of BPO and the One Questions that Will Determine the Winners
Connections Magazine - November, 2009
What Call Center Outsourcers Can Learn from Toyota
Connections Magazine - September, 2009
Mass Customization and the Transformation of the Call Center Industry
TMCnet.com - June, 2009
Is It Time for Mass Customization of Call Centers? (Part I)
Is It Time for Mass Customization of Call Centers? (Part II)
TMCnet.com - May, 2009
Q&A With Art Coombs, President and CEO of KomBea
Contact Center World - March, 2009
Death & Taxes
National Association of Call Centers - October, 2008
Will a Toyota Emerge from the Pack of Me-Too BPOs?
Customer Management Insight - September, 2008
Best of 2008 - What Technology To Watch
National Association of Call Centers - September, 2008
Beyond Scripting Tools
Contact Center World - August, 2008
Applications of Six Sigma - Lean in Contact Centers
National Association of Call Centers - August, 2008
A Caution on Reward Programs
Inside Jokes
Contact Center World - July, 2008
Agent-Assisted Voice Solutions
National Association of Call Centers - June, 2008
How to Win a No-Win Situation
Call Center Times - April, 2008
More of the Same or Change the Game? (Page 13)
CRMAdvocate - April, 2008
Call Center Agents. Now Admit Defeat
SpeechTechMag.com - April, 2008
Making Sure Agents Stick to the Script
National Association of Call Centers - April, 2008
Call Center "Hidden Factories"
Contact Center World - March, 2008
Refinements in Contact Centers
National Association of Call Centers - December, 2007
Do Call Centers Need to Carry Malpractice Insurance?
National Association of Call Centers - December & November, 2007
What the Call Center Industry Can Learn from Manufacturing: Part I
What the Call Center Industry Can Learn from Manufacturing: Part II
What the Call Center Industry Can Learn from Manufacturing: Part III
Contact Center World - November, 2007
Proven Solutions to the Daunting Human Resources Challenges in the Global Call Center Industry
National Association of Call Centers - October, 2007
Learned Helplessness in the Call Center Industry
iSixSigma - June, 2007
Cutting-Edge Methods Help Target Real Call Center Waste
