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.

    An honest look at how children can drive the most loving parent to periodic madness, along with practical suggestions for how to cope.--Adele Faber.

    There, he fell in with a subculture of young musicians playing some of the most original and brutal music in the world. Turns out the chaos of Pearson’s bands — The Locust, Swing Kids, and Some Girls — is nothing compared to the madness of his life.An icon of the West Coast noise and punk scene, Pearson managed to arrive at adulthood by outsmarting skinheads and dodging equally threatening violence at home. Once there, the struggle continued, with Pearson getting beat up on Jerry Springer and, on more than one occasion, chased out of town by ferociously angry audiences.From the Graveyard of the Arousal Industry is the outrageously candid story of Pearson’s life. In loving, meticulous detail, Pearson gives readers the dirt behind each rivalry, riff, and lineup change.

    Next Level Magic is a comprehensive course on realizing your goals in playing Magic the Gathering.

    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.

    Are you gutsy enough to try it? Rouse your inner gypsy/rebel with this intimate introduction to van dwelling. It’s stocked with DIY tips and tricks for turning a vehicle into a home (on any budget) and emotional resources to gracefully sidestep the psychological pitfalls of such an unconventional lifestyle. With concrete advice and personal reflection from an experienced solo van dweller, this guide thoroughly covers the basics of everyday life in a van with a refreshing twist of self-empowerment and a whole lotta sass.Topics covered inside: -- vehicle selection-- DIY ideas for customizing your mobile abode-- ventilation-- parking tips-- showering and toilet needs-- safety for solos-- earning an income-- mental health as a van dweller...and much more!

    Kevin’s mum, Anne, was not there to answer his call but she never let her son down. From that fateful day, April 15, 1989, she embarked on a remarkable 24-year battle to see justice done. Convinced of a cover-up by the powers that be, she left no stone unturned in her quest to uncover the truth. It was a campaign that she fought to her dying day, succumbing to cancer at the age of 62 in April, 2013. Anne’s efforts had not been in vain. Just months earlier, a historic breakthrough saw the original inquest verdicts quashed, following a public apology to the Hillsborough families by Prime Minister David Cameron. Her daughter Sara, Kevin’s sister, was with Anne every step of the way. Now, with the help of personal recollections penned by her mum in her final months, she tells the real story of Anne’s remarkable journey – her spirit in the face of the many setbacks and her defiant refusal to accept defeat. Anne’s final message before losing her fight for life was ‘I never walked alone’. This book is dedicated to everyone who has ever fought for justice in the name of the 96.Copyright: All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form, or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission in writing of the copyright holders, nor be otherwise circulated in any form of binding or cover other than in which it is published and without a similar condition being imposed on the subsequent publisher.

    Yet lost are the stories on the other side of these history-making moments, the athletes who experienced not transcendent glory but crushing disappointment: the cornerback who missed the tackle on the big touchdown; the relief pitcher who lost the series; the world-record holding Olympian who fell on the ice.In Losing Isn’t Everything, famed sportscaster Curt Menefee, joined by bestselling writer Michael Arkush, examines a range of signature "disappointments" from the wide world of sports, interviewing the subject at the heart of each loss and uncovering what it means—months, years, or decades later—to be associated with failure. While history is written by the victorious, Menefee argues that these moments when an athlete has fallen short are equally valuable to sports history, offering deep insights into the individuals who suffered them and about humanity itself.Telling the losing stories behind such famous moments as the Patriots’ Rodney Harrison guarding the Giants' David Tyree during the "Helmet Catch" in Super Bowl XLII, Mary Decker’s fall in the 1984 Olympic 1500m, and Craig Ehlo who gave up "The Shot" to Michael Jordan in the 1989 NBA playoffs, Menefee examines the legacy of the hardest loses, revealing the unique path that athletes have to walk after they lose on their sport’s biggest stage. Shedding new light some of the most accepted scapegoat stories in the sports cannon, he also revisits both the Baltimore Colts' loss to the Jets in Super Bowl III, as well as the Red Sox loss in the 1986 World Series, showing why, despite years of humiliation, it might not be all Bill Buckner's fault.Illustrated with sixteen pages of color photos, this considered and compassionate study offers invaluable lessons about pain, resilience, disappointment, remorse, and acceptance that can help us look at our lives and ourselves in a profound new way.

    If you or someone you know is discontented, distressed, or downright disturbed, maybe the Great White North is right for you, eh. But how much do you really know about Canada? Can you do a job that Canada needs (do you play hockey, drill for oil, or make poutine?)? Can you identify the best Canadian province for your lifestyle (lots of tundra or just some tundra?)? Can you master the proper pronunciation of "sorry"? What strange wizardry is the Canadian government? Is maple syrup acceptable substitution for currency? At long last, How to Move to Canada can help make your vague threat into a cold Canadian reality. This book is also full of activities such as: Color the flag of your new homeland Match the strange Canuck dialect with their local definitions And more! PLEASE NOTE: This is a humor book. It won't really help you emigrate. Rather, it's a subversive mix of real information on the Great White North plus a hilarious look at all the reasons why you won't like it there any better — and why they probably won't have you anyway.

    After her own mother died Sinclair Browning began receiving white feathers that she instinctively knew were from her mother, a once aspiring actress who did diaphragm exercises by blowing a white feather into the air while repeating, "I love you." When Browning shared her story on an all women's horseback ride, she as amazed that some of her fellow riders had stories of their own.Feathers Brush My Heart is the result of Browning's years collecting stories from throughout the country, from women with varying occupations, religions and ethnic backgrounds. While each story is unique, the common denominator is that they all share an afterlife gift that their mothers' spirits were alive and well.

    We know how it all turns out. But imagine if you were the people living it. If you didn't know He was coming back. If you were Mary and Martha after Lazarus died, you would have thought He came too late. If you were Peter, you would have been appalled that the Master would lower Himself into your mess to wash your feet. If you stood at the foot of the cross and heard it was finished, you would have believed it was.What shifted? What allowed them to discover hope within the hopelessness? The witness of their change in perspective teaches us of an unexpected Christ. One who shows up, turning defeat into victory, and despair into deliverance.If He did it for them, He will do it for you. The story of Easter teaches us the truth of Jesus in every unexpected season. Through Him, you can expect hope in unlikely places.

    Make them listen to it two more times. Get them to explain why they never bothered with it before. Then ask them to review it.What began as a simple whim quickly grew in popularity, and now Ruth and Martin’s Album Club has featured some remarkable guests: Ian Rankin on Madonna’s Madonna. Chris Addison on Marvin Gaye’s What’s Going On. Brian Koppelman on The Smiths’ Meat is Murder. JK Rowling on the Violent Femmes’ Violent Femmes. Bonnie Greer on The Beach Boys’ Pet Sounds. Martin Carr on Paul McCartney’s Ram. Brian Bilston on Neil Young’s Harvest. Anita Rani on The Strokes’ Is This It. Richard Osman on Roxy Music’s For Your Pleasure. And many, many more.Each entry features an introduction to each album by blog creator Martin Fitzgerald. What follows are delightful, humorous and insightful contributions from each guest as they have an album forced upon them and – for better or worse – they discover some of the world’s favourite music.Ruth and Martin’s Album Club is a compilation of some of the blog’s greatest hits as well as some exclusive material that has never appeared anywhere before. Throughout, we get an insight into why some people opt out of some music, and what happens when you force them to opt in.

    And even more than that, it's the awe-inspiring life story of Kailen Combs Taylor. Kailen lived with a perpetual sense of wonder, maintaining immutable joy and resilient hope in the midst of some of life's most barbaric trials. Narrated with heartrending candor, this harrowing love story will make you laugh, cry, and frantically turn the page, often all at once. And long after you finish the book and fall back into the hectic fray of life, you may find Kailen's message still resonates in your heart: that life can be a fairytale, even when it's a tragedy. "Bryan has written a book which proves that even in the face of impossible odds, love never fails." -Christina Rasmussen, Author of Second Firsts: Live, Laugh, and Love Again

    Chock full of easy to understand instructions and full color pictures for the 24 recipes included, you are sure to succeed with this book, regardless of your skill level. With a few simple ingredients, and a little bit of time, you’ll be making bath bombs in an afternoon. You’re in good hands with this quick and easy guide to showing you not only the basics, but also more fun and challenging recipes like the Fizzy Pops, designed to look like tasty cake pop treats. Taking it a step further she has also included cupcake bath bombs with a sugar scrub topping. Who wouldn't love to make these? This book can be a project for yourself, a gift for a friend, or an enhancement to your knowledge in the world of bath and body crafts. Whatever the purpose, the reader will enjoy!

    Whether it’s relationship drama, the constant pull of our sinful nature, a health issue, or any variety of unmet dreams, Jordan turns readers to God’s Word as the ultimate wilderness survival guide.Conversational and self-deprecatingly confessional in her delivery, this young writer finds ways to have fun with delicate subject matters, using wilderness analogies to great effect in chapters titled "Drink Plenty of Water," "Seek Shelter," and "Don’t Eat the Red Berries."