Could you keep your cool while talking to all levels of stupid? Would you be able to wear a headset all day without wanting to throw it out of the window? All calls are recorded, analysed and timed to the second. Average handling time (AHT) is discussed as if it's the very meaning of life and managers are always coming up with new ways to shave milliseconds from each call. Is it acceptable to only have a total eight minutes a day for visits to the toilet or coffee machine? Imagine not being allowed to hang up on someone who is screaming abuse down the line at you. Welcome to the Call Centre! Izabelle worked in call centres for many years; from insurance to home shopping, from selling advertising to discussing loans. Finally in the early hours one morning, she decided enough was in fact far too much and left her final call centre job the same day, never to return. On her way out of the door for the final time she vowed she would write a book about life in a call centre. Here is that book. Read about call centres in general, memorable customers and staff. How do staff stay sane? What is Big Red? Are cranberries the true meaning of Christmas? Why would you have leather trousers round your ankles in a lift? How not to impress your boss. Izabelle shares these and many other true tales from her years of incarceration in UK call centres.

    Packed full of hilariously stories, exclusive anecdotes and refreshing appraisals, in The Greatest Games Jamie Carragher takes you into the heart of these matches, revealing new insights into the teams, players and coaches that have shaped football.

    She had just moved to Berkeley, California, a city that promised "Good Vibes All-a Time." Those days, job applications asked just one question, "What are your sun, moon and rising signs?" Green thought she was interviewing for a clerical job like the other girls in the office, a "real job." Instead, she was hired as a journalist.With irreverent humor and remarkable nerve, Green spills stories of sparring with Dennis Hopper on a film junket in the desert, scandalizing fans of David Cassidy and spending a legendary evening on a waterbed in Robert F. Kennedy Jr.'s dorm room. In the seventies, Green was there as Hunter S. Thompson crafted Fear and Loathing in Las Vegas, and now, with a distinctly gonzo female voice, she reveals her side of that tumultuous time in America.Brutally honest and bold, Green reveals what it was like to be the first woman granted entry into an iconic boys' club. Pulling back the curtain on Rolling Stone magazine in its prime, The Only Girl is a stunning tribute to a bygone era and a publication that defined a generation.

    What really happened in 1969? In 1999, when Tom O'Neill was assigned a magazine piece about the thirtieth anniversary of the Manson murders, he worried there was nothing new to say. Weren't the facts indisputable? Charles Manson had ordered his teenage followers to commit seven brutal murders, and in his thrall, they'd gladly complied. But when O'Neill began reporting the story, he kept finding holes in the prosecutor Vincent Bugliosi's narrative, long enshrined in the best-selling Helter Skelter. Before long, O'Neill had questions about everything from the motive to the manhunt. Though he'd never considered himself a conspiracy theorist, the Manson murders swallowed the next two decades of his career. He was obsessed. Searching but never speculative, CHAOS follows O'Neill's twenty-year effort to rebut the "official" story behind Manson. Who were his real friends in Hollywood, and how far would they go to hide their ties? Why didn't law enforcement act on their many chances to stop him? And how did he turn a group of peaceful hippies into remorseless killers? O'Neill's hunt for answers leads him from reclusive celebrities to seasoned spies, from the Summer of Love to the shadowy sites of the CIA's mind-control experiments, on a trail rife with cover-ups and coincidences. Featuring hundreds of new interviews and dozens of never-before-seen documents from the LAPD, the FBI, and the CIA, CHAOS mounts an argument that could be, according to Los Angeles Deputy District Attorney Stephen Kay, strong enough to overturn the verdicts on the Manson murders. In those two dark nights in Los Angeles, O'Neill finds the story of California in the sixties: when charlatans mixed with prodigies, free love was as possible as brainwashing, and utopia-or dystopia-was just an acid trip away.

    From a life of luxury in the opulent city of Dubai to promised ruination, Jaubert tells a tale of espionage and escape that rivals any best selling novel on the market. Immersed in a luxury submarine business, Jaubert was hired as CEO by Dubai World to develop and design miniature subs for the wealthy. Once problems developed within the business, Herve Jaubert became the scapegoat of government officials and found himself ensnared in a web of police threats, extortion, human rights abuses and coercion. With no chance to make it through their biased legal system, Jaubert planned the escape of his life.

    Only one man can reveal the whole, astounding truth: Sam Brower, the private investigator who devoted years of his life to breaking open the secret practices of the FLDS and bringing Warren Jeffs and his inner circle to justice. In Prophet's Prey, Brower implicates Jeffs in his own words, bringing to light the contents of Jeffs's personal priesthood journal, discovered in a hidden underground vault, and revealing to readers the shocking inside world of FLDS members, whose trust he earned and who showed him the staggering truth of their lives.Prophet's Prey offers the gripping, behind-the-scenes account of a bizarre world from the only man who knows the full story.

    Yet little is said about him today even as we appear to live in a leadership vacuum. Unafraid of Greatness is a re-examination of the life and thought of Jan Smuts. It is intended to remind a contemporary readership of the remarkable achievements of this impressive soldier-statesman. The author argues that there is a need to bring Smuts back into the present, that Smuts' legacy still has much to instruct. He draws several parallels between Smuts and President Thabo Mbeki, both intellectuals much lionised abroad and yet often distrusted at home. This book is a highly readable account of Smuts' life. It also examines a number of overarching themes: his relationships with women, spiritual life, intellectual life and his role as advisor to world leaders. Politics and international affairs receive the lion's share, but Smuts' unique contributions to other fields - for example, botany - are not neglected. Unafraid of Greatness does not shy away from the contradictions of its subject. Smuts was one of the architects of the United Nations, and a great champion of human rights, yet he could not see the need to reform the condition of the African majority in his own country.

    Some of the stories are hilarious. Some of the stories are heartbreaking. All of the stories are true.Most people think of the funeral business as being very subdued where words are spoken in hushed tones and those who work in it are best described as “somber.” Like almost everything else in life, you never really know what goes on behind closed doors.How could the station wagon used to pick up bodies just vanish? What did the waitress at the drive-in really think was in the back of the car? Why did the woman driving a Cadillac stop in the middle of the busy street in front of the funeral home and start screaming obscenities? How did a woman’s panties end up inside a casket?The answers to these questions and other interesting tales are found on the pages of Casket Chronicles.

    Today there is just one. Us. Homo sapiens. How did our species succeed in the battle for dominance? Why did our foraging ancestors come together to create cities and kingdoms? How did we come to believe in gods, nations and human rights; to trust money, books and laws; and to be enslaved by bureaucracy, timetables and consumerism? And what will our world be like in the millennia to come? In Sapiens, Dr Yuval Noah Harari spans the whole of human history, from the very first humans to walk the earth to the radical – and sometimes devastating – breakthroughs of the Cognitive, Agricultural and Scientific Revolutions. Drawing on insights from biology, anthropology, paleontology and economics, he explores how the currents of history have shaped our human societies, the animals and plants around us, and even our personalities. Have we become happier as history has unfolded? Can we ever free our behaviour from the heritage of our ancestors? And what, if anything, can we do to influence the course of the centuries to come? Bold, wide-ranging and provocative, Sapiens challenges everything we thought we knew about being human: our thoughts, our actions, our power ... and our future.

    Bush.As the principal New York Times reporter assigned to cover George W. Bush's presidential campaign from its earliest stages – and then as a White House correspondent – Frank Bruni has spent as much time around Bush over the last two years as any other reporter.In Ambling Into History, Bruni paints the most thorough, balanced, eloquent and lively portrait yet of a man in many ways ill–suited to the office he sought and won, focusing on small moments that often escaped the news media's notice. From the author's initial introduction to Bush through a nutty election night and Bush's first months in office, Bruni captures the president's familiar and less familiar oddities and takes readers on an often funny, usually irreverent, journey into the strange, closed universe – or bubble – of campaign life.The result is an original take on the political process and a detailed study of George W. Bush as most people have never seen him.

    Created in the wake of the greatest tragedy to occur on U.S. soil, the Department of Homeland Security was handed a sweeping mandate: make America safer. It would encompass intelligence and law enforcement agencies, oversee natural disasters, commercial aviation, border security and ICE, cybersecurity, and terrorism, among others. From 2009-2013, Janet Napolitano ran DHS and oversaw 22 federal agencies with 230,000 employees. In How Safe Are We?, Napolitano pulls no punches, reckoning with the critics who call it Frankenstein's Monster of government run amok, and taking a hard look at the challenges we'll be facing in the future. But ultimately, she argues that the huge, multifaceted department is vital to our nation's security. An agency that's part terrorism prevention, part intelligence agency, part law enforcement, public safety, disaster recovery make for an odd combination the protocol-driven, tradition-bound Washington D.C. culture. But, she says, it has made us more safe, secure, and resilient. Napolitano not only answers the titular question, but grapples with how these security efforts have changed our country and society. Where are the failures that leave us vulnerable and what has our 1 trillion dollar investment yielded over the last 15 years? And why haven't we had another massive terrorist attack in the U.S. since September 11th, 2001? In our current political climate, where Donald Trump has politicized nearly every aspect of the department, Napolitano's clarifying, bold vision is needed now more than ever.

    It did not have to end this way, but when the most devious and ruthless members of a society are tasked with running the system, the outcome can hardly be in dispute. All empires fall, but it is the reason they eventually come apart that is surprisingly similar. The fate of America will not be any different. Like a 47-story steel and concrete building that is covertly slated for demolition, the American Empire was built on a rotten foundation and has been targeted for destruction. The core of the building has been pre-weakened over the decades through government policies, had its support columns identified and rigged with financial detonators, watched society be transformed into a culture incapable of recognizing their impending doom to sound the alarm, and as the plunger is pushed down and the destruction begins, many people will have no idea of what is coming their way until it is too late. Once the debris is cleared away there is hope that a new civilization can be built, but will they make the same mistakes, or can they learn from the past and chart a different course?

    Our personal fulfillment depends on how well we choose and execute these commitments. In The Second Mountain, Brooks looks at a range of people who have lived joyous, committed lives, and who have embraced the necessity of dependence. He gathers their wisdom on how to choose a partner, how to pick a vocation, how to live out a philosophy, and how we can begin to integrate our commitments into one overriding purpose.In short, this book is meant to help us all lead more meaningful lives. But it’s also a provocative social commentary. We live in a society, Brooks argues, that celebrates freedom, that tells us to be true to ourselves, at the expense of surrendering to a cause, rooting ourselves in a neighborhood, binding ourselves to others by social solidarity and love. We have taken individualism to the extreme—and in the process we have torn the social fabric in a thousand different ways. The path to repair is through making deeper commitments. In The Second Mountain, Brooks shows what can happen when we put commitment-making at the center of our lives.

    Mumbai was rocked by a series of bomb blasts. Unknown to most, Dawood Ibrahim, the mastermind behind the terror attack, had made several calls to the CBI. The don was desperate to prove his ‘innocence’ by giving himself up, but with conditions. October 1999. The world’s very first case of cricket match-fixing led to the banning of six top Indian cricketers, including the then team captain. It was only in 2013, after the then commissioner of police revived the case, that a charge sheet was filed in a court of law. January 2002. Aftab Ansari-a notorious Dubai-based don responsible for kidnapping a shoe baron in 2001 with the help of Jihadi groups in Pakistan-was arrested just as he was about to escape Dubai on a forged passport to Pakistan.All these cases of life-threatening moments and unbelievable relief, involved the sharp investigative skills of an Indian Police Service officer then serving in the CBI. In his thirty-seven years of service, Neeraj Kumar neutralized several terror modules and decimated insidious organized crime syndicates spanning continents, working closely with Interpol, FBI, Scotland Yard and several national and international agencies. Much decorated and feted, he hung up his boots in 2013, after his last calling as Delhi’s police commissioner. He has now decided that the inside details of what have been some of the most fascinating crime stories of our times must not go unheard and untold.The book covers several high-profile cases cracked by him in recent years, including the arrest and deportation of Aftab Ansari, the main accused in the shooting at the American Center in Kolkata, the nabbing of Jagtar Singh Tara, the man behind Punjab CM Beant Singh’s assassination, and the arrest of Romesh Sharma, a Dawood henchman masquerading as a politician based in Delhi.