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.

    

    What does work? Time management is outdated. Attention management is the solution you need.Attention management is the most essential skill you need to live a life of choice rather than a life of reaction and distraction. It's a collection of behaviors, including focus, mindfulness, control, presence, flow, and other skills, that will support your success. Productivity speaker, trainer, and author Maura Nevel Thomas shows you how to master attention management with practical strategies that make an immediate impact.

    Packed with fresh ideas and no-nonsense practical advice, this travel-sized career handbook is guaranteed to become your go-to resource when it comes to building the career you want.Writer Otegha Uwagba (one of Forbes European 30 Under 30) takes you through everything you need to build a successful self-made career: from how to negotiate a payrise to building a killer personal brand, via a crash course in networking like a pro, and tips for overcoming creative block. Plus Little Black Book is full of indispensable advice on how to thrive as a freelancer, and an entire chapter dedicated to helping you master the tricky art of public speaking.With contributions from trailblazing creative women including acclaimed author Chimamanda Ngozi Adichie, Refinery29 co-founder Piera Gelardi, The Gentlewoman's Editor in Chief Penny Martin, and many more, Little Black Book is a curation of career insights.

    We’ve broken through glass ceilings and achieved great success. We’ve shown that we can prosper by our own means. And we’ve become influential, respected leaders. Yet many of us find ourselves unhappy, anxious, overwhelmed. Where’s the pot of gold at the end of our "I can do it just like a man” rainbow?The problem is that while we can be as successful as a man, we don’t get there through a masculine approach. Being a "damsel in distress” is not the way to make your dreams come true, but neither is being the hyper-aggressive Alpha Bitch.In this New York Times bestselling book, transformation leaders Christy Whitman and Rebecca Grado reveal how when women try to claim power through a "forceful take no prisoners” approach it ultimately works against us and undermines our best efforts to create the life of our dreams. In fact, wielding Alpha Bitch force is ironically disempowering, because it introduces conflict, struggle, and competition into our personal and professional relationships, blocking women from creating the life we desire.How do you change from being a controlling, competitive, and disruptive Alpha Bitch to being an Empowered Female who is allowing, collaborative, and balanced? Enter the Laws of the Universe:-The Law of Attraction-The Law of Allowing-The Law of Pure Potentiality-The Law of Oneness-The Law of Balance and Harmony-The Law of Sufficiency and AbundanceTaming the Alpha Bitch will show you how to use these laws to create freedom, joy, and abundance in your life. By using this knowledge, you put yourself in the ideal position for attracting those things you want with ease and effortlessness, not struggle and pain.

    “As a first-time author this book made a huge positive impact on my ability to write and publish my own book.” –Amazon Customer THE SINGLE BEST TOOL EVERY ENTREPRENEUR NEEDS TO BUILD, BOOST, AND GROW THEIR BUSINESS. Beyond technology, software, social media networks, even advertising and marketing campaigns, the biggest and best tool you’ll ever have in your belt is a business book with your name on the cover. Authority and Credibility—Nothing establishes your authority faster or better, making it easier to attract investors, clients, and customers. Brand recognition—Nothing makes your name and your brand easier to recognize, giving you greater reach with no additional overhead. The ultimate business card—We’re hard-wired to hold on to books, to keep and care for them, and to share them with others. When’s the last time someone did that with your business card? You Must Write a Book introduces you to these concepts and digs further—revealing not only the benefits of how a book can help you to build and grow your business and your brand, but how you can put your ideas on the page. You’ll learn: Why a book matters to your business Pre-planning and strategic thinking, before putting even the first word on the page How to write your book by committing to only a few words per day How to hire ghostwriters or other professionals to get your ideas on the page, without writing a word The steps for launching your book like a champ Marketing plans—both for your book, and using your book to market yourself and your business You’ll also learn from the masters—gain insight from some of the most advanced thinkers in publishing, so that you can skip level one and build from their success. Get in on the wisdom from thought leaders such as Hal Elrod, Bryan Cohen, Pat Petrini, J.A. Huss, Steve Scott, James Altucher, Kevin Tumlinson, and many more. Honorée Corder is the author of Tall Order!, Prosperity for Writers, and many more volumes, and Hal Elrod’s business partner in The Miracle Morning series. She is a coach and consultant working with high profile entrepreneurs and businesses, guiding them into some of the best decisions they’ve ever made. In You Must Write a Book, she has culled together some of the finest examples of publishing and marketing wisdom available, from some of today’s most successful and influential masters. IF YOU ARE LOOKING FOR A SINGLE TOOL TO ACHIEVE NEXT-LEVEL SUCCESS, PICK UP YOUR COPY OF ‘YOU MUST WRITE A BOOK’ RIGHT NOW!

    Fully updated with the 2009 practice guidelines, this book will take you through every step of a project - from planning and establishing roles to closing and reviewing - offering practical and easy-to-understand advice on using PRINCE2. It also shows how to use the method when approaching the key concerns of project management, including setting up effective controls, managing project risk, managing quality and controlling change. PRINCE2 allows you to divide your project into manageable chunks, so you can make realistic plans and know when resources will be needed. PRINCE2 For Dummies, 2009 Edition provides you with a comprehensive guide to its systems, procedures and language so you can run efficient and successful projects.PRINCE2 For Dummies, 2009 Edition includes: Part I: How PRINCE Can Help You - Chapter 1: So What's a Project Method and Why Do I Need to Use One? - Chapter 2: Outlining the Structure of PRINCE2 - Chapter 3: Getting Real Power from PRINCE2Part II: Working Through Your Project - Chapter 4: Checking the Idea Before You Start - Chapter 5: Planning the Whole Project: Initiation - Chapter 6: Preparing for a Stage in the Project - Chapter 7: Controlling a Stage - Chapter 8: Building the Deliverables - the Work of the Teams - Chapter 9: Finishing the Project - Chapter 10: Running Effective Project BoardsPart III: Help with PRINCE Project Management - Chapter 11: Producing and Updating the Business Case - Chapter 12: Deciding Roles and Responsibilities - Chapter 13: Managing Project Quality - Chapter 14: Planning the Project, Stages, and Work Packages - Chapter 15: Managing Project Risk - Chapter 16: Controlling Change and Controlling Versions - Chapter 17: Monitoring Progress and Setting Up Effective ControlsPart IV: The Part of Tens - Chapter 18: Ten Ways to Make PRINCE Work Well - Chapter 19: Ten Tips for a Good Business Case - Chapter 20: Ten Things for Successful Project Assurance Part V: Appendices - Appendix A: Looking into PRINCE Qualifications - Appendix B: Glossary of the Main PRINCE2 Terms

    Leading eighteen strangers around the clock for a full year--through months of darkness and with no escape from the frigid cold, howling winds, and each other--Robertson learned powerful lessons about what real, authentic leadership is. Here, she offers a deeply honest and humorous account of what it takes to survive and lead in the harshest environment on Earth. What emerges from her graphic account is a series of powerful and practical lessons for business leaders and managers everywhere.Features practical leadership lessons that are particularly helpful for any leader who must get the best out of the team they've got Features solutions to many challenges common to all workplaces Includes real excerpts from Robertson's personal journals through twelve months of leading in the most challenging environment in the world Written by a popular speaker and business leader who has appeared at more than 350 national and international conferences and events for a wide range of industries Leading on the Edge explains what it's like to take charge when you've no place to hide and how truly harsh environments can serve as a leadership laboratory that results in truly effective, authentic leadership.

    The truth is that confidence isn't about living up to anyone's expectations--it's about affirming, every day, that you're an effing boss. It's not the result of being skinny, making a six figure salary, finding your dream partner, or drinking a green juice every day. It requires patience, dedication, forgiveness, bravery, and an incredible amount of self-compassion.You've probably read that "confidence is a choice," and while that's true, it's more accurate to say that confidence is a series of repeated choices to accept yourself. To choose pride over insecurity. And to fearlessly show up in the world as the truest expression of yourself.It took me a long time to overcome all the BS. It took me a longer time to develop a rock-solid sense of inner-peace and become intimate with my intuition. To achieve real confidence that lasted longer than a sugar rush.My goal with this book is to share with you how I have arrived here, how I've helped my clients arrive here, and hopefully save you years of pain, shame, and uncertainty. Because, girl, I know how rocky this road can be. I'm going to show you how to block out all the noise around you, and how to free yourself from the opinions and judgment of others. I'm going to teach you how to trust your gut, reclaim your life, and rock what you've got.I'm going to show you how to own the place.

    OKRs translate a company's vision and strategy into a coherent set of performance measures. The three layers of organization: Dreams, OKRs, and To dos, offer a balance between long-term goals and short-term planning, between outcomes that are desired by the organization and actual performance KPIs that drive these outcomes, between harder and softer performance measures. Francisco Mello, founder of Qulture.Rocks, the leading performance management software company, takes you through the history of using goals for management, from MBOs to OKRs, and presents OKRs with a constant focus on its key differences from older frameworks such as MBOs.

    From getting a job to getting a pay rise, and from closing a deal to managing the people around you, it makes a big difference. Robert Phipps, one of the world's leading body language experts shows you how to make it work for you. Busting some of the biggest body language myths, Phipps shows how to read other people's body language and to use yours to succeed in business and life.Loaded with practical tips, this book covers everything you ever need to know about body language, in a variety of business situations: GreetingsMeetingsPartingsPresentationsNegotiationsMotivationDeceptionManagingInterviewingDisciplining

    You can't add more hours to the day, but Laura Stack, The Productivity Pro(R), will help you make the most of the time you have and get things done.The Productivity Pro(R) helps you determine what you have under control and where you need to improve. Are you good at managing your bills but can't find time to exercise? Do you get your kids to all their activities but end up constantly behind on laundry? Laura Stack shows you how to improve every area of your life.Whether you need help on just a few things or feel like your life is totally out of control, Find More Time will help you organize your space, time, and information to reduce your stress and create and sustain a productive home environment, so you'll have more time to enjoy your life.

    Easy to digest and highly visual, you can read it in a weekend...and use it for an entire career. Drawing on 15 years of pioneering experience implementing Agile and Scrum and helping others do so, Zuzana Sochova guides you step by step through all key facets of success as a ScrumMaster in any context. Sochova reviews the ScrumMaster's responsibilities, introduces her powerful State of Mind model and #ScrumMasterWay approach, and teaches crucial metaskills that every ScrumMaster needs. Learn how to build more effective teams, manage change in Agile environments, and take fulladvantage of the immensely powerful ScrumMaster toolbox. Throughout, Sochova illuminates each concept with practical, proven examples that show how to move from idea to successful execution.Understand the ScrumMaster's key role in creating high-performance self-organizing teams Master all components of the ScrumMaster State of Mind: teaching/mentoring, removing impediments, facilitation, and coaching Operate effectively as a ScrumMaster at all levels: team, relationships, and the entire system Sharpen key ScrumMaster cognitive strategies and core competencies Build great teams, and improve teams that are currently dysfunctional Drive deeper change in a safer environment with better support for those affected Make the most of Shu Ha Ri, System Rule, Root Cause Analysis, Impact Mapping, and other ScrumMaster tools Whether you're a long-time Certified ScrumMaster (CSM) or participating in your first Scrum project, this guide will help you leverage world-class insight in all you do and get the outstanding results you're looking for. Register your product at informit.com/register for convenient access to downloads, updates, and corrections as they become available Normal 0 false false false EN-US X-NONE X-NONE

    Do more good. Better. I am no productivity guru. I am a writer, a church leader, a husband, and a father—a Christian with a lot of responsibilities and with new tasks coming at me all the time. I wrote this short, fast-paced, practical guide to productivity to share what I have learned about getting things done in today’s digital world. Whether you are a student or a professional, a work-from-home dad or a stay-at-home mom, it will help you learn to structure your life to do the most good to the glory of God. In Do More Better, you will learn: * Common obstacles to productivity * The great purpose behind productivity * 3 essential tools for getting things done * The power of daily and weekly routines * And much more, including bonus material on taming your email and embracing the inevitable messiness of productivity. It really is possible to live a calm and orderly life, sure of your responsibilities and confident in your progress. You can do more better. And I would love to help you get there.

    The reason is simple: no matter what you think you're saying, your words, gestures, and tone of voice can actually communicate something entirely different.Too often, negative micromessages undermine morale, business opportunities, and ultimately your organization. Micromessaging examines the nuanced behaviors that we all blindly use and react to in our dealings with others. Yet as Young points out, these micromessages can reveal a lot about our own-and our superiors'-biases and preconceived notions. Learning how to constructively address these behaviors can bring about positive change.Young offers a common language for encouraging open discussion in the workplace, along with skills to identify and address familiar micromessages; tools for deploying microadvantages; and real-life workplace scenarios, self-assessments, and solutions that help readers interpret and alter ingrained behaviors and their effects. He delivers valuable information onCruicial leadership skills and how to acquire themUniversal workplace cultural issuesHow expectations affect the performance of othersWays to speak fairly, not falselyTechniques that eliminate group thinkHow to reset the filters you use to screen othersBased on research from MIT, Young's approach has already helped numerous Fortune 500 clients, including Merck, Intel, Lockheed Martin, Starbucks, IBM, Boeing, Wells Fargo, Bank of America, Cisco, and Raytheon to increase leadership effectiveness. With its proven wisdom, you can experience what so many business executives worldwide have discovered and make it a powerful part of your leadership skill set.