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.

    Now, for the first time, the miners tell their own story--in a dramatic, riveting first-person account of their actions and emotions and of how they managed to make it through the traumatic accident and rescue. The men were below ground when water trapped in an adjacent mine burst through the wall of the new mine they were working. Scrambling to avoid the sluicing tide that rapidly rose in the narrow passageway, the crew knew they were in serious trouble. Moe, who was trapped on the other side of the raging stream, alone and away from the others, thought he would die then and there. However, in a heroic effort, Randly Fogle, crew chief, drove the scoop machinery straight into the flood and Moe managed to leap into it, and thus was carried to relative safety. Now all together, the miners moved to the best location they could find in the freezing-cold, still-rising water. They recount their fears, their prayers, their confessions to one another, and how they kept up their hope that they'd get out alive, while trying to decide how to drown with dignity. Meanwhile, we see the agony their wives, girlfriends, and families were going through, not knowing if they were living or dead. Once a resuce was imminent, the men reveal how they decided who would be the last man up. And they tell of their emotions upon finally touching solid ground and meeting their loved ones, whom they'd thought they would never see again. The successful rescue of the miners lifted the spirits of an entire nation. Now everyone can read the complete story of this harrowing incident--how these men and their families had the strength, courage, and faith to endure their incredible ordeal.

    

    For the moments of struggle and temptation that every man faces, and the times in life when he feels surrounded and under attack, John's message is profoundly simple-those moments are precisely the time for an unwavering faith. In this book, John schools today's believers in seven qualities of unwavering faith:1. It hears and sees what the world cannot see or hear.2. It prays earnestly even though it has already heard the answer.3. It is strong when there is no evidence of the answer.4. It always says, "Go Again!"5. It goes on when there's just a little evidence.6. It believes for the big when it sees the little.7. It begins with nothing but ends up doing mighty things for God.Osteen also provides principles for those times when faith doesn't seem to be working. Becoming a Man of Understanding Faith is a guidebook to stronger faith, from a man who spent a lifetime testing its limits.

    SOAR takes the Appreciative Inquiry philosophy and applies it to provide a strategic thinking and dialogue process. The authors have been instrumental in developing this process and will share the concept and case studies to give you the confidence to try SOAR.

    He examines the power of the arguments embedded in these speeches to inspire people to achieve great things, or do great harm. Abbott draws upon his political expertise to explain how our current understanding of the world is rooted in pivotal moments of history. These moments are captured in the words of a range of influential speakers including: Emmeline Pankhurst, Martin Luther King, Jr, Enoch Powell, Napoleon Beazley, Kevin Rudd, Alexander Solzhenitsyn, Ronald Reagan, George W. Bush, Osama bin Laden, Margaret Beckett, Winston Churchill, Salvador Allende, Margaret Thatcher, Tony Blair, Tim Collins, Mohandas Gandhi, Dwight D. Eisenhower, Robin Cook and Barack Obama. The speeches in this book are arranged thematically, linked by concepts such as 'might is right', 'with us or against us' and 'give peace a chance'. Each transcript is accompanied by an insightful commentary that analyses how the words relate to our modern society. Fresh and relevant, this is a book that will make you stop in your tracks and think about what is really happening in the world today.

    His hilarious syndicated newspaper column and numerous best-selling books have sparked the kind of adulation that's often reserved for rock stars or world leaders. His wit cuts right to the core of life's absurdities.In My Teenage Son's Greatest Goal in Life Is to Make Me Feel 3,500 Years Old and Other Thoughts on Parenting from Dave Barry, Dave shares his hopes, fears, and insights about his own stint as a father. Most people make babies out to be very complicated, but the truth is they have only three moods: Mood One: Just about to cry. Mood Two: Crying. Mood Three: Just finished crying.

    Whether you’ve dabbled in Search Engine Optimisation (SEO) and been disappointed with the results, are a complete SEO newbie looking for a large slice of the ranking pie or you’re a seasoned professional looking to stay up to date with the best SEO practices, this book is for you. How would it feel to… Understand how Google chooses which websites to rank? Know exactly what keywords to target to attract people who are ready to buy what you sell? Have your most profitable keywords hit the top spot? Confidently be able to tweak your website and its structure (no technical know-how needed!) for fast gains? Be able to write killer content that Google and your visitors love? Build relationships with key publication players in your industry and have them begging for your content? Have crafted a complete SEO strategy to laser-target your focus and get big results? What kind of results can you achieve? One of our clients came to us in 2015 asking for help. His business was making $2k per month in sales, and he was contemplating closing shop. Today, that business turns over $3.4million per month, thanks to the strategies in this book.You’ll read about this business and others in the book. Every strategy is data-backed and battle-tested by the Exposure Ninja team, who grow real businesses like yours. What's inside? Section 1: The Foundations You’ll learn: The four free ways to appear on the first page of Google How to identify keywords that will drive hordes of hungry traffic to your website The key to seeing ranking gains in just weeks Why snooping on your competitors is crucial, and how to steal the good bits. Section 2: Your Website Transform your website’s ranking by: Structuring it to make it easy for Google AND visitors to use Using content to 10x your traffic Transforming your blog into a sales generator Avoiding the SEO pitfalls that can do more harm to your website than good Section 3: Promoting Your Website You’ll find out: The exact process that took one business from 35 to 3,450 leads a month How to get links from national newspaper websites The easy way to pitch content sounding desperate How to get links from social media Section 4: Designing Your SEO Strategy SEO can be overwhelming. Replace panic with serene calm as you: Put everything into a comprehensive strategy Pick the key tasks to get results if you’re low on time Learn which metrics to track and which to ignore Implement three key practices that will ensure long-term improvement, whatever Google throws at you "But how do I know all this is possible?" Tim Cameron-Kitchen started out as a professional drummer. After building and ranking a website for his next-door neighbour, he got bitten by the SEO bug. Hundreds of clients later and with a team of 100 at his agency Exposure Ninja, Tim's story shows that anyone, even if you don't have a background in SEO, can learn what it takes to rank their website on Google.

    "A thought-provoking and practical new vision for inclusion built on five disruptions to the status quo necessary to move inclusive schooling practices to the next level and realize the promise of meaningful educational experience for all students, including students with disabilities"--

    But all of that changes when she drives her car into the darkened parking lot of a fast food restaurant. After she lowers her car window to place an order at the drive-thru, a man suddenly appears and places a gun at her temple. What follows is every woman's worst nightmare. The Edge of Malice is a true story about struggle, determination, and a quest for justice. The author, an attorney, places the reader into the swirling currents of the courtroom where no outcome is ever certain. But the story does not conclude when the legal battle is over. The reader follows Marie as she struggles to resolve the unrelenting anger that the legal system has been unable to extinguish. In the end, Marie's journey to find inner peace is as improbable as it is transformative.

    And that’s just since the Halifax musician started making records of his own in 1999. For a decade before that, he was one-quarter of Thrush Hermit, a band of scrappy Superchunk disciples who became hard-rock revivalists and one of the last survivors of the ’90s pop “explosion” of major-label interest in Halifax.Canada’s east coast has never been much of a pop-culture mecca. Most musicians from the region who’ve ever made it big moved away. But armed with a stubborn streak and a knack for great songwriting, Plaskett has kept Halifax as his home, building both a career and a music community there. Along the way, he’s earned great respect: when he plays shows in Alberta, east-coast expats literally thank him for staying home.Nowhere with You is the study of how he pulled this off, from the origins of Canada’s east-coast exodus to Plaskett’s anointment as “Halifax’s Rick Rubin.” It’s a story about what happens when you call a city “the new Seattle,” about the lessons you learn playing to empty rooms in Oklahoma, and about defying radio-single expectations with rock operas and triple records. It’s about doing what you want, where you want, no matter how much work it takes.

    The photo looks completely out of place on the FBI Ten Most Wanted Fugitives list where it’s been since December, 8, 2007. For eight of those years, Jason appeared directly beside Osama Bin Laden. Bin Laden is long gone, but Jason is still wanted for armed robbery and murder.For years, his sister, Jami D. Brown Martin has watched the true crime programs and read the amateur investigative blogs devoted to Jason, his crime, and the efforts to apprehend him knowing the story wasn’t as simple, nor was it just Jason’s. To be the sister, brother, or relative of one of the world’s most wanted men is to live every day with the horrible truth and many consequences of his brutal act.CENTER OF ATTENTION is the story of a former Mormon missionary turned murderer. It is also a riveting look behind the facade of the genetically blessed, seemingly prominent and pious Brown family of Laguna Beach, California. It is a tale of the family patriarch, John Brown, who disappeared without a trace ten years before his son. More important, it is the gripping and ultimately hopeful story of the sister of one of the world’s most wanted fugitives and her journey to accept that despite being a product of the same crazy environment as her brother, her life and path are her own.

    The first chapter outlines the theoretical foundations for IPA. It discusses phenomenology, hermeneutics, and idiography and how they have been taken up by IPA. The next four chapters provide detailed, step by step guidelines to conducting IPA research: study design, data collection and interviewing, data analysis, and writing up. In the next section, the authors give extended worked examples from their own studies in health, sexuality, psychological distress, and identity to illustrate the breadth and depth of IPA research. The final section of the book considers how IPA connects with other contemporary qualitative approaches like discourse and narrative analysis and how it addresses issues to do with validity.

    This includes loved ones, family, and friends beginning the journey of recovery. This resource can help you understand how to help them thrive.A compassionate, user-friendly handbook for family and friends navigating the many challenges that come with a loved one's new-found sobriety. A relative or friend has finally taken those tentative first steps toward sobriety. With the relief of this life-changing course of action comes a new and difficult set of challenges for recovering addicts and those who love them. Family members and friends often find themselves unsure of how to weather such a dramatic turn, as the rules and routines of their relationships no longer pertain. Everything Changes assuages fears and uncertainty by teaching loved ones of newly recovering addicts how to navigate the often-tumultuous early months of recovery. Beverly Conyers, author of the acclaimed Addict in the Family, again shares the hope and knowledge that she gained as a parent of a recovering addict by focusing on the aftermath of addiction. She outlines the physical and psychological changes that recovering addicts go through, and offers practical tools to help family members and friends: build a fresh, rewarding relationship with the addict be supportive without setting themselves up for disappointment avoid enabling destructive behavior set and maintain boundaries cope with relapse deal with the practicalities of sober living, such as helping the addict find a job and deal with the stigma of addiction.

    Prior to the tournament, a statistician calculated the Bulldogs as a 200-to-1 shot to win. But as fascinating as what Butler accomplished was how they did it. Underdawgs tells the incredible and uplifting story. Butler’s coach, 33-year-old Brad Stevens, looked so young he was often mistaken for one of the players, but he had quickly become one of the best coaches in the nation by employing the “Butler Way.” This philosophy of basketball and life, adopted by former coach Barry Collier, is based on five principles: humility, passion, unity, servanthood, and thankfulness. Even the most casual observer could see this in every player, on the court and off, from NBA first-round draft pick Gordon Hayward to the last guy on the bench. Butler was coming off a great 2009–10 regular season, but its longtime existence on the periphery of major college basketball fostered doubt as March Madness set in. But after two historic upsets, one of top-seeded Syracuse and another of second-seeded Kansas State, and making it to the Final Four, the Bulldogs came within the diameter of a shoelace of beating the perennial leaders of college basketball: the Duke Blue Devils. Much more than a sports story, Underdawgs is the consummate David versus Goliath tale. Despite Duke’s winning the championship, the Bulldogs proved they belonged in the game and, in the process, won the respect of people who were not even sports fans.