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.

    The book carefully presents the fundamentals of materials processing along with their relevant applications, so that the reader can clearly assess the capabilities, limitations, and potentials of manufacturing processes and their competitive aspects. Using real-world examples and well-wrought graphics, this book covers a multitude of topics, including the mechanical behavior of materials; the structure and manufacturing properties of metals; surfaces, dimensional characteristics, inspection, and quality assurance; metal-casting processes including heat treatment; bulk deformation processes; sheet-metal forming processes; material removal processes; polymers, reinforced plastics, rapid prototyping and rapid tooling; metal powders, ceramics, glasses, composites, and superconductors; joining and fastening processes; microelectronic and micromechanical devices; automation; computer-integrated systems; and product design. For manufacturing engineers, metallurgists, industrial designers, material handlers, product designers, and quality assurance managers.

    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.

     As someone that has used the Bash shell almost daily for over 15 years, I've accumulated several command line "tricks" that have saved me time and frustration. Bash Command Line Pro Tips is a collection of 10 techniques that you can put to use right away to increase your efficiency at the command line. Here is what you will learn by reading Bash Command Line Pro Tips: Tip 1: Tab Completion Tip 2: Change to the Previous Directory Tip 3: Reuse the Last Item from the Previous Command Line Tip 4: Rerun a Command That Starts with a given String Tip 5: Command Substitution Tip 6: Use a for Loop at the Command Line Tip 7: Rerun the Previous Command with Root Privileges Tip 8: Rerun the Previous Command While Substituting a String Tip 9: Reuse a Word on the Same Command Line Tip 10: Fix Typos and Shorten Lengthy Commands with Aliases Scroll up, click the "Buy Now With 1-Click" button to start leaning these powerful Linux Command Line Tips.

    This work contains components of the model, which include staffing models and strategy, staffing support systems (legal compliance, planning, job analysis and rewards), core staffing systems (recruitment, selection, employment), and staffing system and retention management.

    In addition to step-by-step coverage of documentation, the book includes an overview of the research-writing process entitled "Writing Scholarly Papers" and three useful appendices. Thorough and practical, this convenient reference guide is also less expensive and easier for undergraduates to use than the APA Manual. The Second Edition features expanded coverage of electronic sources to keep students up-to-date on using and evaluating Internet references in their research. In addition, this new edition provides more guidance on avoiding plagiarism. The two sample APA-style papers--one argumentative and one experimental--are carefully annotated to give students extra support as they master the elements of manuscript preparation and documentation principles.

    This e-book is a completely new way to learn Brazilian Portuguese vocabulary fast - and for free! Start speaking Brazilian Portuguese in minutes with the powerful learning methods you will master in this book.The vocabulary words you’ll find in Learn BrazilianPortuguese - Word Power 101 were hand selected by our Brazilian Portuguese language teachers as the top 101 most frequently used words in the Brazilian Portuguese language. With each entry, you’ll see the word and a vibrant image to help remember the meaning. You’ll hear the word (separate free download) to master the pronunciation. Then you’ll see how the word is actually used in everyday speech with sample sentences and phrases. Learning Brazilian Portuguese vocabulary has never been easier!In this book, you’ll get: - 101 of the most frequently used Brazilian Portuguese vocabulary words - Audio with authentic native Brazilian Portuguese pronunciation *Supplementary mp3 audio files are a separate download - Vibrant photos and images to help memorization - Useful and practical sample sentences and phrases Purchase Learn BrazilianPortuguese - Word Power 101 today to start mastering Brazilian Portuguese vocabulary in the fastest, easiest and most fun way possible!

    It outlines a set of mindsets and habits you can use to help you identify the most impactful parts of your teaching, and put them centre stage.It's about doing less to achieve more.But it's also about being happier and more confident in the classroom. Building stronger routines around the essentials will give you more time and space to appreciate and think creatively about your work.POWER UP YOUR PLANNINGLean Lesson Planning draws on the latest evidence from educational research and cognitive science, to present a concise and coherent framework to help you improve learning experiences and outcomes for your students. It's the evidence-based teacher's guide to planning for learning, and sits alongside books such as Teach Like a Champion, Embedded Formative Assessment, and Visible Learning for Teachers.NOTE If you're looking for ways to short-cut the amount of time you spend planning lessons, then this book is not for you. The approach outlined in Lean Lesson Planning requires effort and practice, that given time, will lead to better teaching and higher quality learning for less input.---CONTENTSACT I Lean foundations1. Defining lean 2. Lean mindsets 3. Lean habits ACT II Habits for planning4. Backwards design 5. Knowing knowledge 6. Checking understanding 7. Efficient strategies 8. Lasting learning 9. Inter-lesson planning ACT III Habits for growing10. Building excellence 11. Growth teaching 12. Collective improvement Lean Lesson Planning is the first instalment in the High Impact Teaching series.

    Crafted and edited with care, Worth Books set the standard for quality and give you the tools you need to be a well-informed reader.    This short summary and analysis of The Handmaid’s Tale by Margaret Atwood includes:   Historical context Part-by-part summaries Analysis of the main characters Themes and symbols Important quotes Fascinating trivia Glossary of terms Supporting material to enhance your understanding of the original work   About Margaret Atwood’s The Handmaid’s Tale:   Margaret Atwood’s dystopian literary masterpiece tells the story of Offred, a Handmaid living in the near future in what was once the United States. A new theocratic regime called the Republic of Gilead has come to power and changed life as she knew it.   Once Offred had a her own name and a loving family—a husband and daughter—both of which were taken from her; now she belongs to the Commander and his hostile wife, and her only value lies in her ability to bear a child for them. She used to read books and learn; now such things are forbidden to all women.   Gripping, disturbing, and so relevant today, The Handmaid’s Tale is a brilliant novel and a chilling warning about what can happen when extreme ideas are taken to their logical conclusions.   The summary and analysis in this ebook are intended to complement your reading experience and bring you closer to a great work of fiction.

    Maybe you re going for MCSA first, then MCSE. Maybe you need to upgrade your current credentials. Now, direct from Microsoft, this set brings together all the study resources you ll need. You get the brand-new Second Edition of all four books: for Exam 70-290 (Managing and Maintaining a Windows Server Environment), 70-291 and 70-293 (Network Infrastructure), and 70-294 (Active Directory). What s new here? Deeper coverage, more case studies, more troubleshooting, plus significant new coverage: Emergency Management Services, DNS, WSUS, Post-Setup Security Updates, traffic monitoring, Network Access Quarantine Control, and much more. There are more than 1,200 highly customizable CD-based practice questions. And, for those who don t have easy acess to Windows Server 2003, there s a 180-day eval version. This package isn t cheap, but there s help there, too: 15% discount coupons good toward all four exams. Bill Camarda, from the August 2006 href="http://www.barnesandnoble.com/newslet... Only

    That's what happens to many bloggers. They work hard and create great content, but there's no way their blog will succeed. Why? Because they failed to research their blog topic ahead of time. In "How to Find a Profitable Blog Topic Idea" you'll learn a proven formula for locating a winning idea that merges YOUR personal passion with something that will actually make money. Start Your Blogging Journey... Finding a great niche is one of the first steps you'll take as a blogger. That's why it's important to get it right. Everything you do online depends on locating a topic that actually has profit potential. Fortunately, it's not hard to research a blog niche. Really, it's a simple process that anyone can do - even if you don't have computer experience. Follow the Six-Step Plan for Starting a Blog "How to Find a Profitable Blog Topic Idea" provides a step-by-step strategy that can be applied TODAY. Here's what's covered: Learn the 3 B's of Demonstrating Authority Complete the Four-Step Plan for Identifying Your Passion Use Four Tools to Find a "Hook" for Your Blog Follow the Seven-Step Plan to Determine the Profit Potential of ANY Market Ask Five Simple Questions to Finalize Your Blog Decision Learn How to Make LOTS of Mistakes and Still Succeed as a Blogger It's not hard to find a great blog idea. Just follow this blueprint and you can do it today. Would You Like To Know More? Download now and locate that perfect blog idea.

    Learn how to interpret questions and how to plan, structure and write your assignment or report. This free course, Essay and report writing skills, is designed to help you develop the skills you need to write effectively for academic purposes.

    . . . We need a good book in cyberethics to deal with the present and prepare us for an uncertain future. Tavani's Ethics and Technology is such a book." --from the foreword by James Moor, Dartmouth College Is there privacy in a world of camera phones and wireless networking? Does technology threaten your civil liberties? How will bioinformatics and nanotechnology affect us? Should you worry about equity and access in a globalized economy? From privacy and security to free speech and intellectual property to globalization and outsourcing, the issues and controversies of the information age are serious, complex, and pervasive. In this new edition of his groundbreaking book, Herman Tavani introduces computer professionals to the emerging field of Cyberethics, the interdisciplinary field of study that addresses these new ethical issues from all perspectives: technical, social, and philosophical. Using fascinating real-world examples--including the latest court decisions in such cases as Verizon v. RIAA, MGM v. Grokster, Google versus the Bush Administration, and the Children's Online Pornography Act (CIPA) --as well as hypothetical scenarios, he shows you how to understand and analyze the practical, moral, and legal issues that impact your work and your life. Tavani discusses such cutting-edge areas as: * Globalization and outsourcing * Property rights and open source software * HIPAA (privacy laws) and surveillance * The Patriot Act and civil liberties * Bioinformatics and genomics research * Converging technologies--pervasive computing and nanocomputing * Children's online pornography laws Updating and expanding upon the previous edition, Ethics and Technology, Second Edition provides a much-needed ethical compass to help computer and non-computer professionals alike navigate the challenging waters of cyberspace. About the Author Herman T. Tavani is Professor of Philosophy at Rivier College and Co-Director of the International Society for Ethics and Information Technology (INSEIT). He is the author, editor, or co-editor of five books on ethical aspects of information technology. www.wiley.com/college/tavani

    It provides the background needed to understand related drugs currently on the market, as well as drugs yet to be released. In simplifying a complex subject, this text focuses on the essentials of pharmacology. Large print is used to show need-to-know information, and small print is used for nice to know material. At the end of each chapter, a summary of major nursing implications helps in applying the material to real-world situations. This edition includes a new companion CD-ROM featuring NCLEX(R) examination-style review questions, a variety of electronic calculators, and animations depicting drug mechanisms and effects.Uses a prototype drug approach that places a strong emphasis on understanding over memorization - equipping students with the knowledge to learn not only about related drugs currently on the market, but also about those drugs that will be released once the student begins practice.Summaries of Major Nursing Implications at the end of each chapter provide an in-depth look at assessment, implementation, and ongoing evaluations.Utilizes large print for essential information and small print for nice-to-know information to help both faculty and students focus their limited classroom and study time on understanding the essentials.Concise drug summary tables present detailed information on individual drugs, including class, generic and trade names, dosages, routes, and indications.Key Points at the end of each chapter summarize content in a bulleted format to help students review important concepts.Prototype drug discussions employ a clear and consistent format with separate headings for Mechanism of Action; Pharmacologic Effects; Pharmacokinetics; Therapeutic Uses; Adverse Effects; Drug Interactions; and Preparations, Dosage, and Administration.An attractive full-color design adds visual interest, highlights key information, and facilitates student learning.Drugs for Multiple Sclerosis and Drugs for Hemophilia chapters.Drugs for Erectile Dysfunction and Benign Prostatic Hyperplasia chapter covers newsworthy drugs such as Viagra and Levitra.Special Interest Topics boxes on current issues in pharmacology, such as Medication-Overuse Headache: Too Much of a Good Thing and Face Time with Botox.Adult Immunization appendix summarizes the latest information on immunizations.Numerous new illustrations show drug mechanisms and effects, and depict topics such as histologic changes in Alzheimer's disease and the movement of drugs following GI absorption.

    Extensively updated, it contains unsurpassed independent and objective coverage of Windows Server 2012's key innovations, including improved virtualization components, enhanced security tools, new web and management resources, and Windows 8 integration. Windows Server 2012 Unleashed reflects the authors' extraordinary experience implementing Windows Server 2012 in large-scale environments since its earliest alpha releases, reaching back more than two years prior to its official launch. Microsoft MVP Rand Morimoto and his colleagues fully address every aspect of deploying and operating Windows Server 2012, including Active Directory, networking and core application services, security, migration from Windows Server 2003/2008, administration, fault tolerance, optimization, troubleshooting, and much more. Valuable for Windows professionals at all skill levels, this book will be especially indispensable for intermediate-to-advanced level professionals seeking expert, in-depth solutions. Every chapter contains tips, tricks, best practices, and lessons learned from actual deployments: practical information for using Windows Server 2012 to solve real business problems. Plan and migrate from Windows Server 2003 and 2008 Leverage powerful capabilities that are truly new in Windows Server 2012 Install Windows Server 2012 and the GUI-less Windows Server Core Upgrade to Windows Server 2012 Active Directory Utilize advanced AD capabilities including federated forests and identity management Plan and deploy network services, from DNS and DHCP to IPv6, IPAM, and IIS Protect systems and data with server-level security, transport-level security, and security policies Deliver true end-to-end secured anytime/anywhere access to remote/mobile clients Efficiently configure and manage users, sites, OUs, domains, and for­ests through Server Manager console Create more fault-tolerant environ­ments with DFS, clustering, and Network Load Balancing Leverage major Hyper-V virtualization improvements in availability, redun­dancy, and guest support Manage Active Directory more efficiently with Active Directory Administrative Center, Best Practice Analyzer, and PowerShell scripts Systematically tune, optimize, debug, and troubleshoot Windows Server 2012