Please use the links below to view a selection of my various articles and publications.

CNBC Taskforce Interview - Public Safety Communications - September 2005 - View Now

Demystifying Contact Center Business Performance Management - Customer Interaction Solutions - October 2006 - Read Now

Executive Interview - Contact Center World.com - March 2006 - Read Now

Importance of Training - Contact Center World.com - August 2005 - Read Now

Workforce Relationship Management: A Common Language for Your Contact Center - CRM Xchange 2004 - Read Now

Executive Interview - CRMxchange - 2004 - Read Now

Recording Systems for 9-1-1 Centers - 9-1-1- Magazine - April 2004 - Read Now

Optimizing Contact Center Performance - Why Quality Monitoring Alone is Not Sufficient- ICCM Weekly - March 2004 - Read Now

Video Interviews  - Contact Center World.com - ICCM Chicago 2003 - Read Now