- T-Mobile's Global Strategy Goes Local - 1to1 Magazine
- Adding sales to the customer service mix will be harder than most managers think – Customer Service Newsletter
- From Cost Center to Profit Center - Phone+ Magazine
- Knowlagent's Matt McConnell Recognized Among Atlanta's Top Entrepreneurs - Customer Inter@ction Solutions
- Coca-Cola Contact Center Stirs Up Profits - 1 to 1 Magazine
- A Tale of Two User Groups – eCommerce Times
- A Bright New Day for Call Centers – St. Petersburg Times
- Customer Service at a Crossroads – CRM Talk Radio
- Targeted Training at the Desktop – Call Center Magazine
