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.

    Billions of interconnected devices will be monitoring the environment, transportation systems, factories, farms, forests, utilities, soil and weather conditions, oceans and resources Many of these sensors and actuators will be networked into autonomous sets, with much of the information being exchanged machine-to-machine directly and without human involvement. Machine-to-machine communications are typically terse. Most sensors and actuators will report or act upon small pieces of information - chirps. Burdening these devices with current network protocol stacks is inefficient, unnecessary and unduly increases their cost of ownership. This must change. The architecture of the Internet of Things will entail a widely distributed topology incorporating simpler chirp protocols towards at the edges of the network. Rethinking the Internet of Things describes reasons why we must rethink current approaches to the Internet of Things. Appropriate architectures that will coexist with existing networking protocols are described in detail. An architecture comprised of integrator functions, propagator nodes, and end devices, along with their interactions, is explored. What you'll learn Teaches the difference between the "normal" Internet and the Internet of Things, Describes a new architecture and its components in the "chirp" context. Explains the shortcomings of IP for IoT. Describes the anatomy of the IoT. Re-frames key ideas such as reliability. Describes how to build the IoT Who this book is forThought leaders, executives, architectural, standards and development leaders in the evolving IoT industry

    In the second edition of Network Security, this most distinguished of author teams draws on hard-won experience to explain every facet of information security, from the basics to advanced cryptography and authentication; secure Web and email services; and emerging security standards. Highlights of the book's extensive new coverage include Advanced Encryption Standard (AES), IPsec, SSL, PKI Standards, and Web security.

    For years, Joel Spolsky has done exactly this at www.joelonsoftware.com. Now, for the first time, you can own a collection of the most important essays from his site in one book, with exclusive commentary and new insights from joel.

    In each essay, contributors present a notable software architecture, and analyze what makes it innovative and ideal for its purpose. Some of the engineers in this book reveal how they developed a specific project, including decisions they faced and tradeoffs they made. Others take a step back to investigate how certain architectural aspects have influenced computing as a whole. With this book, you'll discover:How Facebook's architecture is the basis for a data-centric application ecosystem The effect of Xen's well-designed architecture on the way operating systems evolve How community processes within the KDE project help software architectures evolve from rough sketches to beautiful systems How creeping featurism has helped GNU Emacs gain unanticipated functionality The magic behind the Jikes RVM self-optimizable, self-hosting runtime Design choices and building blocks that made Tandem the choice platform in high-availability environments for over two decades Differences and similarities between object-oriented and functional architectural views How architectures can affect the software's evolution and the developers' engagement Go behind the scenes to learn what it takes to design elegant software architecture, and how it can shape the way you approach your own projects, with Beautiful Architecture.

    Raised by his grandmother, his extended family included two uncles who served as role models: one a career criminal, the other a college student with a PC he loaned to his nephew. By the time he was 13, Ejovi had become a computer expert -- a gifted hacker with a talent that propelled him to the top of a dangerous underground world in which he ranked as one of its most elite practitioners. And at 21, he has become a top security specialist for one of the world's largest financial firms.Interweaving details of his life growing up on the bullet-ridden streets of Bed-Sty with fascinating hacker lore and a glimpse of the inner workings of sensitive corporate computer systems, Hacker Cracker is a Horatio Alger tale for our times: a thrilling, frightening, and ultimately uplifting story of survival and success.

    It is a book I recommend." --Scott Guthrie, Corporate Vice President, .NET Developer Platform, Microsoft Corporation "A must-read for a concise but thorough examination of the parallel programming features in the .NET Framework 4." --Stephen Toub, Parallel Computing Platform Program Manager, Microsoft "This wonderful book is a great reference for developers of all levels." -- Chris Burrows, C# Compiler Team, Microsoft When you have questions about how to use C# 4.0 or the .NET CLR, this highly acclaimed bestseller has precisely the answers you need. Uniquely organized around concepts and use cases, this fourth edition includes in-depth coverage of new C# topics such as parallel programming, code contracts, dynamic programming, security, and COM interoperability. You'll also find updated information on LINQ, including examples that work with both LINQ to SQL and Entity Framework. This book has all the essential details to keep you on track with C# 4.0. Get up to speed on C# language basics, including syntax, types, and variables Explore advanced topics such as unsafe code and preprocessor directives Learn C# 4.0 features such as dynamic binding, type parameter variance, and optional and named parameters Work with .NET 4's rich set of features for parallel programming, code contracts, and the code security model Learn .NET topics, including XML, collections, I/O and networking, memory management, reflection, attributes, security, and native interoperability

    This book will help those familiar the command line and basic shell scripting start using Ansible to provision and manage anywhere from one to thousands of servers.The book begins with fundamentals, like installing Ansible, setting up a basic inventory file, and basic concepts, then guides you through Ansible's many uses, including ad-hoc commands, basic and advanced playbooks, application deployments, custom modules, and special cases like running ansible in 'pull' mode when you have thousands of servers to manage (or more). Everything is explained with pertinent real-world examples, often using Vagrant-managed virtual machines.

    Focus is on an in-depth analysis and exposition of not-so-obvious coding errors in the sample code provided. The theme is to answer the questions 'How couild I have automatically detected this bug' and 'How could I have prevented this bug'? Chapters include programmer attitudes, techniques and debugging methodology. A particularly revealing chapter is "Treacheries of the Trade", should be required reading for all C maniacs. The author has been a professional programmer for seventeen years and draws heavily (and candidly) on actual coding problems and practices based on years of experience at Microsoft.

    What makes Bitcoin so special? What sets Bitcoin apart from every other monetary asset that preceded it? What is a monetary asset in the first place? What is money? What is inflation? Who benefits from it? What is scarcity? Is Bitcoin's mining process wasteful? Is Bitcoin a religion or a rejection of religious beliefs? All of this and more, inside.

    Aiming to tell the dark secrets of computer arithmetic, this title is suitable for library developers, compiler writers, and lovers of elegant hacks.

    You may still be drawing a paycheck, but the job you were hired to do no longer exists. Your company has changed, the technology has changed, the economy has changed, and the ways you can add value have changed. Have you adapted to these changes? Or are you at risk? Architect your career Economic downturn. Job cuts. Outsourcing. The ever-changing tech landscape. The threats abound. Chad Fowler is here to offer 52 ways to keep your job, despite the vagaries of the market.It's all about making the right choices. Choosing which technologies to focus on and which business domains to master have at least as much impact on your success as your technical knowledge--don't let those choices be accidental. Chad shows you all aspects of the decision-making process so you can ensure that you're investing your time and energy in the right areas.It's all about skills. You'll develop a structured plan for keeping your skills up-to-date so that you can compete with both the growing stable of developers in so-called low-cost countries as well as your higher-priced local peers. You'll learn how to shift your skillset up the value chain, from an offshore-ready commodity to one in high demand.It's all about marketing. As with any product or service, if nobody knows what you're selling, nobody will buy. Chad shows you how to create a plan for marketing yourself both inside your company and to the industry in general.Like it or not, the IT career landscape has changed. This handbook will teach you what you need to do to avoid being left behind. About the author Chad Fowler has been a software developer and manager for some of the world's largest corporations. He recently lived and worked in India, setting up and leading an offshore software development center for a large multinational company.

     Covers the C++ language, featuring a wealth of tested and debugged working programs in C and C++. Explains and analyzes algorithms -- showing step- by-step solutions to real problems. Presents algorithms as intermediaries between English language descriptions and C programs. Covers classes in C++, including function members, inheritance and object orientation, an example of implementing abstract data types in C++, as well as polymorphism.

    Lohr maps out the unique seductions of programming, and gives us an intimate portrait of the peculiar kind of genius that is drawn to this blend of art, science, and engineering, introducing us to the movers and shakers of the 1950s and the open-source movement of today. With original reporting and deft storytelling, Steve Lohr shows us how software transformed the world, and what it holds in store for our future.

    It has become popular in recent years because of its simplicity, conciseness, and clarity. This book teaches functional programming as a way of thinking and problem solving, using Haskell, the most popular purely functional language. Rather than using the conventional (boring) mathematical examples commonly found in other programming language textbooks, the author uses examples drawn from multimedia applications, including graphics, animation, and computer music, thus rewarding the reader with working programs for inherently more interesting applications. Aimed at both beginning and advanced programmers, this tutorial begins with a gentle introduction to functional programming and moves rapidly on to more advanced topics. Details about progamming in Haskell are presented in boxes throughout the text so they can be easily found and referred to.