It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies, and how they're changing customer contact services; Improving the call center's strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

    Thank you for your feedback and patience.From Andrew Warner:I first interviewed Paul Graham after I heard something shocking from Alexis Ohanian, a founder whose company was funded by Graham's Y Combinator. Alexis came to Mixergy to tell the story of how he launched and sold Reddit.If you're a founder, you know the kind of problems that founders have, right? Figuring out what product to create, how to build it, how to get users to try it, etc.Well Alexis didn't seem to have those problems, or at least they weren't as challenging for him as they were for most of the other 600 entrepreneurs I interviewed on Mixergy.Why? Because Paul Graham helped him launch his business.How did Graham make Reddit's launch easier and more successful than other companies' founding? How did he do the same for hundreds of other startups? And, more importantly, what can you learn from his experiences to grow your business?The book you're holding has those answers.Use what you're about to learn to build your successful startup. After you do, I hope you'll let me interview you so other founders can learn from your experience, the way you're about to benefit from Graham's.About Hyperink, the publisher:Hyperink is the easiest way for anyone to publish a beautiful, high-quality book.We work closely with subject matter experts to create each eBook. We cover topics ranging from higher education to job recruiting, from Android apps marketing to barefoot running.If you have interesting knowledge that people are willing to pay for, especially if you've already produced content on the topic, please reach out to us! There's no writing required and it's a unique opportunity to build your own brand and earn royalties.

    America’s demand for change in the 2008 election will cause another of our country’s periodic political makeovers. This realignment, like all others before it, will result from the coming of age of a new generation of young Americans—the Millennial Generation—and the full emergence of the Internet-based communications technology that this generation uses so well. Beginning in 2008, almost everything about American politics and government will transform—voting patterns, the fortunes of the two political parties, the issues that engage the nation, and our government and its public policy. Building on the seminal work of previous generational theorists,Morley Winograd and Michael D. Hais demonstrate and describe, for the first time, the two types of realignments—“idealist” and “civic”—that have alternated with one another throughout the nation’s history.  Based on these patterns, Winograd and Hais predict that the next realignment will be very different from the last one that occurred in 1968. “Idealist” realignments, like the one put into motion forty years ago by the Baby Boomer Generation, produce, among other things, a political emphasis on divisive social issues and governmental gridlock. “Civic” realignments, like the one that is coming, and the one produced by the famous GI or “Greatest” Generation in the 1930s, by contrast, tend to produce societal unity, increased attention to and successful resolution of basic economic and foreign policy issues, and institution-building. The authors detail the contours and causes of the country’s five previous political makeovers, before delving deeply into the generational and technological trends that will shape the next.  The book’s final section forecasts the impact of the Millennial Makeover on the elections, issues, and public policies that will characterize America’s politics in the decades ahead. For additional information go to:Millennial Makeover website.

    He has launched and grown his own highly successful businesses and mentored dozens of entrepreneurs, helping them build their own successful companies.Built, Not Born shows readers:How going against the grain can be a great strategy for finding business opportunities and why it pays to question conventional wisdom.Why the pregnant pause can be an effective weapon in negotiations and when interviewing potential employees.Why a prenuptial or even a postnuptial agreement is critical to any business owner.What potential buyers and funding sources look for, and the best way to present a business plan.And finally, the key growth and leadership strategies that have helped Paychex sustain its incredible level of growth and profitability.

    Kidd shares his journey after graduating with his MBA and landing his dream job at Credit Suisse. But getting the job is just half the battle and after an intensive training period in Zurich and New York he's left to fend for himself - one man and his student loans against a two-year ticking clock to bring in forty million dollars or get fired. How he strives to make those essential connections and eventually bring in far more than forty million....and what happens to those that can't make the cut, proves mind blowing. Because it's all about the schmooze. Infused with hilarious references to the "Wall Street" films, indie rock music, and a devil may care attitude, this is not your father's Wall Street tell-all.

    Matt Taibbi's serialized book, co-authored with a national drug dealer.

    Whether you’ve dabbled in Search Engine Optimisation (SEO) and been disappointed with the results, are a complete SEO newbie looking for a large slice of the ranking pie or you’re a seasoned professional looking to stay up to date with the best SEO practices, this book is for you. How would it feel to… Understand how Google chooses which websites to rank? Know exactly what keywords to target to attract people who are ready to buy what you sell? Have your most profitable keywords hit the top spot? Confidently be able to tweak your website and its structure (no technical know-how needed!) for fast gains? Be able to write killer content that Google and your visitors love? Build relationships with key publication players in your industry and have them begging for your content? Have crafted a complete SEO strategy to laser-target your focus and get big results? What kind of results can you achieve? One of our clients came to us in 2015 asking for help. His business was making $2k per month in sales, and he was contemplating closing shop. Today, that business turns over $3.4million per month, thanks to the strategies in this book.You’ll read about this business and others in the book. Every strategy is data-backed and battle-tested by the Exposure Ninja team, who grow real businesses like yours. What's inside? Section 1: The Foundations You’ll learn: The four free ways to appear on the first page of Google How to identify keywords that will drive hordes of hungry traffic to your website The key to seeing ranking gains in just weeks Why snooping on your competitors is crucial, and how to steal the good bits. Section 2: Your Website Transform your website’s ranking by: Structuring it to make it easy for Google AND visitors to use Using content to 10x your traffic Transforming your blog into a sales generator Avoiding the SEO pitfalls that can do more harm to your website than good Section 3: Promoting Your Website You’ll find out: The exact process that took one business from 35 to 3,450 leads a month How to get links from national newspaper websites The easy way to pitch content sounding desperate How to get links from social media Section 4: Designing Your SEO Strategy SEO can be overwhelming. Replace panic with serene calm as you: Put everything into a comprehensive strategy Pick the key tasks to get results if you’re low on time Learn which metrics to track and which to ignore Implement three key practices that will ensure long-term improvement, whatever Google throws at you "But how do I know all this is possible?" Tim Cameron-Kitchen started out as a professional drummer. After building and ranking a website for his next-door neighbour, he got bitten by the SEO bug. Hundreds of clients later and with a team of 100 at his agency Exposure Ninja, Tim's story shows that anyone, even if you don't have a background in SEO, can learn what it takes to rank their website on Google.

    This includes further education, adult and community learning, work-based learning, the forces and offender learning and skills. It is easy to read with plenty of practical activities and examples throughout and the content is fully linked to the Teacher Training Standards. Please note: This book has since been updated to reflect the new title of the qualification: The Award in Education and Training.The qualification unit content contained in the appendices has since changed, and some legislation mentioned in the book has been updated.

    Each of us has a special purpose in life—do you know what yours is? In Heroic Living, best-selling author and former investment banker Chris Lowney combines the proven practices of Ignatian spirituality with his business expertise to help each of us discover our mighty purpose in life and develop a personal life strategy to achieve it.By merging Ignatian Spirituality with astute business knowledge, Lowney provides the tools and strategies needed to make practical, long-term life changes that move us away from our fractured, compartmentalized lives and toward the satisfaction and wholeness that each of us desires so deeply.

    It delivers a comprehensive insider's view of lean manufacturing. The author helps the reader to grasp the system as a whole and the factors that animate it by organizing the book around an image of a house of lean production.Highlights include: A comprehensive view of Toyota�s lean manufacturing system A look at the origins and underlying principles of lean Identifying the goals of lean production Practical problem solving for lean production Activities that support involvement - Kaizen circles, suggestion systems, and problem solvingThis second edition has been updated with expanded information on the Lean Improvement Process; Production Physics and Little's Law - the fundamental equation for both manufacturing and service industries (cycle time = work in process/throughput); Value Stream Thinking - combining processes required to bring the product or service to the customer; Hoshin Planning -- using the Planning and Execution Tree diagram and Problem Solving -- including the "Five Why" method and how to use it.Lean Production Simplified, Second Edition covers each of the components of lean within the context of the entire lean production system. The author's straightforward common sense approach makes this book an easily accessible on-the-floor resource for every operator.

    In the season prior to his arrival in 2008, the Atlanta Falcons had a 4-12 record and the franchise had never before achieved back-to-back winning seasons. Under Smith's leadership, the Falcons earned an 11-5 record in his first season and would go on to become perennial playoff and Super Bowl contenders earning Smith AP Coach of year in 2008 and voted Coach of Year by his peers in 2008, 2010 and 2012.You Win in the Locker Room First draws on the extraordinary experiences of Coach Mike Smith and Jon Gordon--consultant to numerous college and professional teams--to explore the seven powerful principles that any business, school, organization, or sports team can adopt to revitalize their organization.Step by step, the authors outline a strategy for building a thriving organization and provide a practical framework that give leaders the tools they need to create a great culture, lead with the right mindset, create strong relationships, improve teamwork, execute at a higher level, and avoid the pitfalls that sabotage far too many leaders and organizations.In addition to sharing what went right with the Falcons, Smith also transparently shares what went wrong his last two seasons and provides invaluable lessons leaders can take away from his victories, success, failures and mistakes.Whether it's an executive leadership team of a Fortune 500 company, a sports team, an emergency room team, military team, or a school team successful leaders coach their team and develop, mentor, encourage, and guide them. This not only improves the team, it improves the leaders and their relationships, connections, and organization.You Win in the Locker Room First offers a rare behind-the-scenes look at one of the most pressure packed leadership jobs on the planet and what leaders can learn from these experiences in order to build their own winning team.

    There are more than 5000 fintech startups operating, and 50 of them have already reached a billion-dollar valuation. The scope of this market goes way beyond online payments. Financial technology promises to change the way we manage our money online, disrupting the landscape of the financial services industry is being disrupted. Understanding its many facets is the key to navigating the complex nuances of this global industry.Fintech in a Flash is your comprehensive guide to the future of banking and insurance. The book aims to break down the key concepts in a way that will help you understand every aspect so that you can take advantage of new technologies. Inside you’ll find an array of hot topics such as online payments, crowdfunding, challenger banks, online insurance, digital lending, big data, and digital commerce. It will make you rethink the way that you manage your money online, and even find new ways of making online payments. Comprehensive, organized, and detailed, this guide is your go-to source for everything you need to confidently navigate the ever-changing scene of this booming industry.If you decide to buy this book now, you'll get: Easy to understand explanations of the 14 main areas of fintech The author's view on the future of each of these areas Insight into the main fintech hubs in the world Insight into the so called Unicorns, the fintech firms that have made it past a $1 billion valuation More than 100 upcoming fintech companies to watch About the Author: Agustín Rubini is an argentinean-born economist, master in international business, and Director at Banking Innovations. Passionate about building the future of financial services, Agustín spends much of his time speaking and writing on financial technology and advising businesses on innovation and digital transformation. He is a specialist in driving changes in top class banks that want to lead in how customers manage their money online. Tags: fintech, financial technology, financial services technology, money online, online payment, online insurance, insurtech, investing online, wealth management online, wealthtech, regtech, cybercrime, digital lending, digital commerce, ecommerce, e-commerce. Get started immediately Download now and take the first step on your very own road to mastering fintech. Scroll to the top of the page and hit the buy button.

    The underlying illness is shareholder primacy. In The Divine Right of Capital, she shows that the corporate drive to maximize shareholder profits at any cost is not only out of step with democratic and free-market principles, but is detrimental to the long-term health of individual companies and the economy as a whole. Kelly offers a far-reaching solution to rebuild corporations in a way that serves all.

    

     The Viking Age! A brief footprint in the course of history that impacted generations hundreds of years into the future. You will dive into the depths of Scandinavia to find out what made the Vikings the most feared group of people in the European Middle Ages. Experts at warfare and navigating the high seas, the Vikings were on a mission and would not let anyone stand in their way! Brutal conquerors they were, but the Vikings were no mere savages. The Vikings had a unique culture and society that spread much influence through transcontinental trade and exploration into unknown worlds. Navigate the Vikings' journey from their first encounters with the inhabitants of the British Isles to their discoveries of Greenland and North America. Along the way, meet some of the most famous Vikings to ever walk the face of the Earth. You will meet the infamous legend Ragnar Lothbrok whose very existence is shrouded in mystery. Step into the shoes of the first European explorer to step foot onto the lands of North America, Leif Erikson. Countless other warriors, kings, and explorers left their mark that paved the path the world has taken to this very day. Get your copy now! Relive their journeys through the eyes of a Viking and discover the makings of this fascinating civilization!