I have written over 150 articles which have been published since 1984. Major topics have included:

l Analysis of call centre technologies, including ACDs, CTI systems, IVRs, speech recognition, audio call recording and predictive dialling.
l Call centre practices, including benchmarking, utility managemenet of call avalanches, and technology management.
l Analysis of PABX networking and other voice communications applications with supplier comparisons.
l Telecommunications management, including engaging a consultant, cost management and resale of second-hand equipment.
l Analysis of carrier services, particularly centrex.
l Analysis of boards of directors of largest Australian corporations

Articles and Papers Published, 2009

Articles and Papers Published, 2008

Articles Published, 2007

Articles Published, 2006

Articles Published, 2005

Articles Published, 2004

Articles Published, 2002

Articles Published, 2001

Articles Published, 2000

Articles Published, 1999

Articles Published, 1998

Articles Published, 1997

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Occidental Communications, 2010