You may find it for free on the web. Purchase of the Kindle edition includes wireless delivery.

    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.

    From choosing the right cells to designing a battery pack and building it yourself, this book includes all the steps for building safe, effective custom lithium battery packs.

    Consumer's identities are being stolen, and a person's every step is being tracked and stored. What once might have been dismissed as paranoia is now a hard truth, and privacy is a luxury few can afford or understand.In this explosive yet practical book, Kevin Mitnick illustrates what is happening without your knowledge--and he teaches you "the art of invisibility." Mitnick is the world's most famous--and formerly the Most Wanted--computer hacker. He has hacked into some of the country's most powerful and seemingly impenetrable agencies and companies, and at one point he was on a three-year run from the FBI. Now, though, Mitnick is reformed and is widely regarded as the expert on the subject of computer security. He knows exactly how vulnerabilities can be exploited and just what to do to prevent that from happening. In THE ART OF INVISIBILITY Mitnick provides both online and real life tactics and inexpensive methods to protect you and your family, in easy step-by-step instructions. He even talks about more advanced "elite" techniques, which, if used properly, can maximize your privacy. Invisibility isn't just for superheroes--privacy is a power you deserve and need in this modern age.

    Spanning the first century of the Industrial Revolution, this 1868 compilation features simplified, concise illustrations of the mechanisms used in hydraulics, steam engines, pneumatics, presses, horologes, and scores of other machines.The movements of each of the 507 mechanisms are depicted in drawings on the left-hand page, and the facing page presents a brief description of the item's use and operation. Ranging from simple to intricately complex, the mechanisms offer a fascinating view of the variety of small components that constitute complex machinery. A detailed index provides easy reference to specific mechanisms.Inventors, tinkerers, and anyone with an interest in the history of invention and technology will find this volume a treasury of information and inspiration.

    He has spent decades creating and perfecting his roses, which combine the charm and fragrance of the Old Roses with the repeat-flowering and wide color range of the traditional tea roses, also called Modern Roses.David Austin English Roses are vigorous, hardy, heat-resistant and disease-free. The bushes have a pleasant rounded habit and bear large, delicately scented blooms throughout the summer. The relative ease of growing a David Austin English Rose has inspired gardeners everywhere to try their hand. Interest in North America was so overwhelming that in 1999, the company opened an office in Tyler, Texas, which ships to the USA and Canada.The roses are organized into seven classification groups. Each rose profile features a description and cultivation techniques opposite a stunning full-page photograph. There are 32 new photographs, 22 of them of the new varieties released between 2011 and 2016. They are:Old Rose Hybrids - Sir Walter Scott, The Poet's Wife, The Lady Gardener, Lady Salisbury, Queen Anne The Leander Group - Bathsheba, The Ancient Mariner, Olivia Rose Austin, Fighting Temperaire, Carolyn Knight, Boscobel The English Musk Roses - Roald Dahl, Desdemona, The Lark Ascending, Tranquility, William and Catherine The English Alba Hybrids - Royal Jubilee Some Other English Roses - Imogen, Thomas A Becket The Climbing English Rose - The Lady of the Lake, The Albrighton Rambler, Wollerton Old Hall The English Cut-flower Roses.David also recounts how he set out to create the English roses, beginning with his first, the fragrant Constance Spry, released in 1961. In eloquent prose he reveals his passion for these roses and his lifelong dedication to their improvement. He describes their growth habits, flower form, foliage and name origin, and provides valuable cultivation tips and instruction on how to cut and arrange roses.This book displays beautifully why David Austin English Roses are beloved by gardeners everywhere. It is an essential selection for every rose lover and gardener. Artists will enjoy it for the glorious photographs.

    This comprehensive guide brings together the six books from the successful Art of Drawing series: Drawing Techniques, Drawing Portraits, Drawing the Clothes Figure, Drawing Hands & Feet, Drawing Scenery and Drawing Light & Shade.

    Up-to-the-minute coverage now includes digital assetmanagement; metadata standards; the role ofInternet, FTP, and e-mail technologies; the impactof media consolidation on assignment and stock photography;and much more. This indispensable guidecovers the full range of business and legal questionsthat photographers might have, with comprehensiveadvice from the ASMP, the foremost authorityin the field. In eleven in-depth chapters, morethan two dozen industry experts explore pricingand negotiating, ethics, rights in traditional andelectronic media, publishing, and much more. Businessand legal forms, checklists, and an extensivecross-media bibliography make this the one reference book that deserves a place on every successful photographer's bookshelf.• Covers all of today's most urgent issues in photography• Contributions from more than two dozenexperts, all professional photographers• 60,000 copies sold!

    From unicorns, salamanders, satyrs, giants, elves and trolls, to dragons, nymphs, mermaids, werewolves and griffins — take an enchanting journey through the history, folklore, and mythology of these beasts from virtually every culture in the world. With stories and amazing facts on even the most obscure mythological creature, this is a cornucopia of magic and folklore.

    Using motors, gears, pneumatics, pulleys, linkages, and more, you can design LEGO models that really move.The Unofficial LEGO Technic Builder's Guide is filled with building tips for creating strong yet elegant machines and mechanisms with the Technic system. Author Pawel "Sairel" Kmiec will teach you the foundations of LEGO Technic building, from simple machines to advanced mechanics, even explaining how to create realistic to-scale models. Sariel, a world-renowned LEGO Technic expert, offers unique insight into mechanical principles like torque, power translation, and gear ratios, all using Technic bricks. You'll learn how to:Create sturdy connections that can withstand serious stressRe-create specialized LEGO pieces like casings and u-joints, and build solutions like Schmidt and Oldham couplings, when no standard piece will doBuild custom differentials, suspensions, transmissions, and steering systemsPick the right motor for the job—and transform its properties to suit your needsCombine studfull and studless building styles for a stunning lookCreate remote-controlled vehicles, lighting systems, motorized compressors, and pneumatic enginesThis beautifully illustrated, full-color book will inspire you with ideas for building amazing machines like tanks with suspended treads, supercars, cranes, bulldozers, and much more. Your Technic adventure starts now!

    You will learn how to create notes, how to create stacks, how to set up a hierarchical structure for tags, how to create virtual genealogy binders, easy ways to transfer your computer files into an Evernote Note, and more. You will be able to follow each step to create your own Genealogy Binders full of your research (documents, photos, audio files, and more) on all your ancestors. Your Genealogy files will be organized, easily accessible and readily available to share with others if desired.

    This bestselling calculus-based introductory physics text for science and engineering students is recognized throughout the world for its clear and logical presentation of the basic concepts and principles of physics. The carefully crafted revision introduces coauthor Robert Beichner and contributing author John W. Jewett, Jr., who bring to the new edition their experience and talent in the area of physics education. The historically strong problem-solving approach has been further enhanced through increased realism in the worked examples and through additional guidance to students in building a systematic, step-by-step approach to solving homework problems. An updated ancillary package including full multimedia support, on-line homework plus a content-rich Web site for instructors and students complements this unsurpassed textbook and is more fully integrated with the text than ever before.

    The Self-Publishing Manual, Volume 2, the sequel to the best selling Self Publishing Manual describes how to use new techniques to write your book even faster, use new technology to publish it for less, and how to use social media for promotion.

    Each chapter is bursting with creative and classic ideas to make the day as meaningful as it is beautiful: Stationery: Save-the-date cards do double duty when printed on coasters or delicate handkerchiefs.Ceremonies: An auspicious bird’s nest adds a beautiful and rustic touch for carrying rings at a farm wedding.Dressing Up: A retro bride goes glam with a feathered veil and pearl button–accented gloves. A casual groom and his mates add a personality pop with chocolate-brown Keds to match their wedding chinos.Cocktail Hour: For a low-key affair, mini grilled cheeses dipped in shot glasses of tomato soup satisfy.Centerpieces: Fruit slices suspended in crystal vases overflowing with Crayola-bright poppies and orchids offer a cheery setting.Cakes: White lace frosting details that match the bride’s dress and the couple’s monogram turn a pale green cake into a chic masterpiece.From classic white-on-white palettes to floral themes to fun fantasy ideas, the choices are limitless. Purple, pink, red, robin’s egg blue—find inspiration at every turn in all the colors a bride can dream of! And The Knot Ultimate Wedding Lookbook is loaded with money-saving ideas that don’t sacrifice style. Expert advice and rich images add up to a delicious visual feast and essential resource to help you create an event as special as you are as a couple.

    When they’re not nodding, they roll their eyes.Time to slash the Pinocchio strings and turn them into real people. Award-winning author Kathy Steinemann provides the tools. She cuts through the so-called rules and offers simple solutions.Too many repetitions of “little”? There’s a cure for that. Do you rely on “very” too often? There’s a cure for that too. You’ll find the remedies in this book’s dispensary.Should you ever use anything other than “said” to attribute dialogue? Are exclamation points taboo? The answers might surprise you.Learn how to harness body language, purge hackneyed adjectives, and draw on the environment for ambience. No more wooden characters. You’ll transform them into believable personalities that your readers will learn to love. Or hate.Get in the driver’s seat, relax, and enjoy your journey—with Kathy Steinemann’s book as your GPS.