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

Contact Center World - June, 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

ContactCenterWorld.com - August, 2008
Applications of Six Sigma/Lean in Contact Centers

National Association of Call Centers - August, 2008
A Caution on Reward Programs

National Association of Call Centers - August, 2008
Inside Jokes

ContactCenterWorld.com - 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"

ContactCenterWorld.com - 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, 2007
What the Call Center Industry Can Learn from Manufacturing: Part III

National Association of Call Centers - November, 2007
What the Call Center Industry Can Learn from Manufacturing: Part II

National Association of Call Centers - November, 2007
What the Call Center Industry Can Learn from Manufacturing: Part I

ContactCenterWorld.com - November, 2007
Out of the Crisis: 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

VOIPLoop.com - August, 2007
KomBea...from the Spanish Word for Change

iSixSigma - June, 2007
Cutting-Edge Methods Help Target Real Call Center Waste