Book: Call Center Operations: Profiting from Teleservices

Book: Best Practices for a Continually Improving Customer Responsive Organization

Article: Outsourcing In or Out for Call Center Operations?
          for Direct Marketing News Magazine

Article: Call Center Customer Service Management: An Opportunity to Shine
          for The Journal of Business Strategy Handbook

Article: Computer Telephone Integration: What It Is and How To Use It
          for Customer Inter@ction Solutions Magazine

Article: Disaster Recovery Post 9/11 -- A Customer Service Perspective
          for At Your Service Magazine, a publication of
          the International Customer Service Association