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.

    Courses and books on basic statistics rarely cover the topic from a data science perspective. This practical guide explains how to apply various statistical methods to data science, tells you how to avoid their misuse, and gives you advice on what's important and what's not.Many data science resources incorporate statistical methods but lack a deeper statistical perspective. If you're familiar with the R programming language, and have some exposure to statistics, this quick reference bridges the gap in an accessible, readable format.With this book, you'll learn:Why exploratory data analysis is a key preliminary step in data scienceHow random sampling can reduce bias and yield a higher quality dataset, even with big dataHow the principles of experimental design yield definitive answers to questionsHow to use regression to estimate outcomes and detect anomaliesKey classification techniques for predicting which categories a record belongs toStatistical machine learning methods that "learn" from dataUnsupervised learning methods for extracting meaning from unlabeled data

    Discover how the basic TCP/IP technology has survived and evolved over two decades of exponential growth, and understand the TCP/IP protocols and technical advances. This edition explains emerging technologies such as Mobile IP, Virtual Private Networks, resource reservation with RSVP, and Ipv6. Comer reveals how to master TCP/IP and how the Internet works. The reader is required to have a modest background in the fundamentals of computer systems, but does not need sophisticated mathematics. As with previous editions, this edition provides an introduction to physical networks and then shows how they are combined to form an internet. It states design principles clearly, and discusses motivations and consequences. THIS NEW EDITION OF VOLUME 1: *Explains how voice and video are sent over IP internets and how IP Telephony operates *Describes Mobile IP (a technology that allows a computer to move fr

    These themes include mathematical reasoning, combinatorial analysis, discrete structures, algorithmic thinking, and enhanced problem-solving skills through modeling. Its intent is to demonstrate the relevance and practicality of discrete mathematics to all students. The Fifth Edition includes a more thorough and linear presentation of logic, proof types and proof writing, and mathematical reasoning. This enhanced coverage will provide students with a solid understanding of the material as it relates to their immediate field of study and other relevant subjects. The inclusion of applications and examples to key topics has been significantly addressed to add clarity to every subject. True to the Fourth Edition, the text-specific web site supplements the subject matter in meaningful ways, offering additional material for students and instructors. Discrete math is an active subject with new discoveries made every year. The continual growth and updates to the web site reflect the active nature of the topics being discussed. The book is appropriate for a one- or two-term introductory discrete mathematics course to be taken by students in a wide variety of majors, including computer science, mathematics, and engineering. College Algebra is the only explicit prerequisite.

    This hands-on guide introduces you to AngularJS, the open source JavaScript framework that uses Model–view–controller (MVC) architecture, data binding, client-side templates, and dependency injection to create a much-needed structure for building web apps.Guided by two engineers who worked on AngularJS at Google, you’ll walk through the framework’s key features, and then build a working AngularJS app—from layout to testing, compiling, and debugging. You’ll learn how AngularJS helps reduce the complexity of your web app.Dive deep into Angular’s building blocks and learn how they work togetherGain maximum flexibility by separating logic, data, and presentation responsibilities with MVCAssemble your full app in the browser, using client-side templatesUse AngularJS directives to extend HTML with declarative syntaxCommunicate with the server and implement simple caching with the $http serviceUse dependency injection to improve refactoring, testability, and multiple environment designGet code samples for common problems you face in most web apps

    Ready to master AngularJS? What if you could master the entire framework – with solid foundations – in less time without beating your head against a wall? Imagine how quickly you could work if you knew the best practices and the best tools? Stop wasting your time searching and have everything you need to be productive in one, well-organized place, with complete examples to get your project up without needing to resort to endless hours of research.

    It covers the basics of computer programming, including variables and values, functions, conditionals and control flow, program development and debugging. Later chapters cover basic algorithms and data structures.

    But how do you interpret those packets once you've captured them? And how can those packets help you to better understand what's going on under the hood of your network? Practical Packet Analysis shows how to use Wireshark to capture and then analyze packets as you take an indepth look at real-world packet analysis and network troubleshooting. The way the pros do it.Wireshark (derived from the Ethereal project), has become the world's most popular network sniffing application. But while Wireshark comes with documentation, there's not a whole lot of information to show you how to use it in real-world scenarios. Practical Packet Analysis shows you how to:Use packet analysis to tackle common network problems, such as loss of connectivity, slow networks, malware infections, and more Build customized capture and display filters Tap into live network communication Graph traffic patterns to visualize the data flowing across your network Use advanced Wireshark features to understand confusing packets Build statistics and reports to help you better explain technical network information to non-technical usersBecause net-centric computing requires a deep understanding of network communication at the packet level, Practical Packet Analysis is a must have for any network technician, administrator, or engineer troubleshooting network problems of any kind.

    In addition to 12 comprehensive lessons, this innovative book includes games, exercises, Tricks of the Trade and common pitfalls and mistakes well as enough sample test questions for nearly a full CAPM exam. This book contains over 400 pages of material, including new exercises and sample questions never before in print. With critical time-saving tips, plus games and activities available nowhere else, this book will help you pass the CAPM exam on your FIRST try.

    This report provides a brief yet comprehensive introduction to Python for engineers, researchers, and data scientists who are already familiar with another programming language.Author Jake VanderPlas, an interdisciplinary research director at the University of Washington, explains Python’s essential syntax and semantics, built-in data types and structures, function definitions, control flow statements, and more, using Python 3 syntax.You’ll explore:- Python syntax basics and running Python codeBasic semantics of Python variables, objects, and operators- Built-in simple types and data structures- Control flow statements for executing code blocks conditionally- Methods for creating and using reusable functionsIterators, list comprehensions, and generators- String manipulation and regular expressions- Python’s standard library and third-party modules- Python’s core data science tools- Recommended resources to help you learn more

    The problems are challenging, well-motivated, and accessible. They are representative of the questions asked at interviews at the most exciting companies.The book begins with a summary of patterns for data structure, algorithms, and problem solving that will help you solve the most challenging interview problems. This is followed by chapters on basic and advanced data structures, algorithm design, concurrency, system design, probability and discrete mathematics. Each chapter starts with a brief review of key concepts and results followed by a deep and wide set of questions.EPI concludes with a summary of the nontechnical aspects of interviewing, including common mistakes, strategies for a great interview, perspectives from across the table, negotiating the best offer, and much more."This book is the best compilation of programming related problems I have seen. It is a great resource for a diverse set of topics when preparing for technical interviews, as a quick refresher in a subject area or when you are just looking for a brain teaser to challenge yourself." Shashank Gupta / Scaligent, formerly Engineering Manager, Amazon.com, Senior Engineering Manager, Yahoo!, Manager of Software Development, Cisco Systems

    Vaughn Vernon couples guided approaches to implementation with modern architectures, highlighting the importance and value of focusing on the business domain while balancing technical considerations.Building on Eric Evans’ seminal book, Domain-Driven Design, the author presents practical DDD techniques through examples from familiar domains. Each principle is backed up by realistic Java examples–all applicable to C# developers–and all content is tied together by a single case study: the delivery of a large-scale Scrum-based SaaS system for a multitenant environment.The author takes you far beyond “DDD-lite” approaches that embrace DDD solely as a technical toolset, and shows you how to fully leverage DDD’s “strategic design patterns” using Bounded Context, Context Maps, and the Ubiquitous Language. Using these techniques and examples, you can reduce time to market and improve quality, as you build software that is more flexible, more scalable, and more tightly aligned to business goals.

    It discusses cloud concepts and highlights various design patterns and best practices. This documentation is offered for free here as a Kindle book, or you can read it in PDF format at https://aws.amazon.com/whitepapers/.

    With step-by-step instructions, complete scripts, and expert tips to guide readers, this work gets right down to business - after grounding readers with separate discussions of first the scripting language (PHP) and then the database program (MySQL), it goes on to cover security, sessions and cookies, and using additional Web tools.

    There are more than 5000 fintech startups operating, and 50 of them have already reached a billion-dollar valuation. The scope of this market goes way beyond online payments. Financial technology promises to change the way we manage our money online, disrupting the landscape of the financial services industry is being disrupted. Understanding its many facets is the key to navigating the complex nuances of this global industry.Fintech in a Flash is your comprehensive guide to the future of banking and insurance. The book aims to break down the key concepts in a way that will help you understand every aspect so that you can take advantage of new technologies. Inside you’ll find an array of hot topics such as online payments, crowdfunding, challenger banks, online insurance, digital lending, big data, and digital commerce. It will make you rethink the way that you manage your money online, and even find new ways of making online payments. Comprehensive, organized, and detailed, this guide is your go-to source for everything you need to confidently navigate the ever-changing scene of this booming industry.If you decide to buy this book now, you'll get: Easy to understand explanations of the 14 main areas of fintech The author's view on the future of each of these areas Insight into the main fintech hubs in the world Insight into the so called Unicorns, the fintech firms that have made it past a $1 billion valuation More than 100 upcoming fintech companies to watch About the Author: Agustín Rubini is an argentinean-born economist, master in international business, and Director at Banking Innovations. Passionate about building the future of financial services, Agustín spends much of his time speaking and writing on financial technology and advising businesses on innovation and digital transformation. He is a specialist in driving changes in top class banks that want to lead in how customers manage their money online. Tags: fintech, financial technology, financial services technology, money online, online payment, online insurance, insurtech, investing online, wealth management online, wealthtech, regtech, cybercrime, digital lending, digital commerce, ecommerce, e-commerce. Get started immediately Download now and take the first step on your very own road to mastering fintech. Scroll to the top of the page and hit the buy button.