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.

    He's been part of five premierships: three as a player at Essendon, where he was coached by the best, and two at Geelong, where he coached that club's greatest team of all. He exited the game amid the Essendon supplements scandal with unfinished business. After 34 years 'at a thousand kilometres an hour', Thompson has taken the opportunity to reflect on the game that shaped him and to reveal the personal cost of his involvement at the top level. We ride the bumps of the coaches' box, the boardroom and the press conferences as Mark Thompson handles things his own way. He talks about his mentors, his proteges and contemporaries with insight and candour. And he reveals the development of what became his trademark as a successful coach: building a team from the ground up to play defence-first accountable footy, with kamikaze ball movement, under a teacher-mentor relationship. This is as good a book about football as you'll get, from a purist who is not interested in the politics of the AFL. His legacy is some of the greatest footy to be played in the modern era. 'I hate group-think, it's just not my style. I have never been part of any boy's club in footy. I have been an independent going right back to my youth ...I make no apologies for saying what I think. It is my story, after all.'

    DiMaggio, one of the most decorated officers on the force during a career that spanned the years 1957 to 1991. Among his awards are two Superintendent’s Awards of Valor, Mayor Richard J. Daley’s Praiseworthy Acknowledgment Plaque for Exceptional Act of Bravery Involving Risk of Life, a Presidential Citation of Appreciation, the Illinois Police Association Award of Valor, and many more.Upon his retirement in 1991, DiMaggio wrote a fascinating account of his work as a cop. The manuscript languished among his personal effects until after his death in 2008, after which his family decided to resurrect it, spruce it up, and submit it for publication. It turns out that he was an excellent word craftsman and storyteller; in fact, he was no stranger to writing—for many years he wrote the “Ask Sarge” column for the Mystery Writers of America Midwest Chapter newsletter.Told in a conversational, “regular guy” voice in episodic fashion, “SARGE!” reveals to the reader what it was really like to be a cop. The manuscript in many ways takes the form of a prose treatment of a weekly television police drama. A large selection of PHOTOS is included.DiMaggio takes the reader back to the decades such as the turbulent 1960s, when the police department was making a painful transition from “old school” to modernization. The author describes firsthand the legendary riots that occurred in Chicago after the assassination of Martin Luther King Jr. He illustrates the integration of minorities into the department and how that played out. He also goes into famous cases of corruption and the politics of navigating such a large department. One of the “set pieces” of the book is the story of how DiMaggio, as part of the “Three Musketeers”—a trio that included two detectives who were close friends—investigated a series terrifying slasher attacks on women that occurred in the city in the mid-70s. The case became one of the police department’s most memorable. Among the other cases detailed in the book include how DiMaggio found himself entering the home of a crazed young man holding hostages with a shotgun; the investigation of the discovery of a headless corpse; the take-down of the Chicago “Mad Bomber”; how an anonymous audio tape provided clues to the identities of armed robbers; and the manhunt for a cop killer. A portion of all proceeds will be donated to The Chicago Police Memorial Foundation and The Chicago Police Foundation.

    One man's journey. One man's fight for a new life. From the time Sammy Winds pulled on his first pair of spurs, he understood the difficulties of growing up in the new American West. An orphan since he was a small child, Sammy grew up working long, dusty days as a ranch hand on the Twin T, busting broncs, herding cows, and learning to spit his tobacco juice with contest-winning precision. Sammy became used to sweat and toil and tough ranch life, but after an encounter with a murderous outlaw leaves Sammy the prospect of a fortune, the cowboy leaves behind his love and everything he has ever known to embark on a journey across the untamed West. Only he doesn't know just how dangerous his adventure is about to become. Follow the rugged excitement as Sammy treks Along The Fortune Trail, fighting off cruel weather, attacking renegade Apaches, and overcoming the evil ploys of enough crooks and villains to send any regular saddle-sore hombre heading home to the hills. But Sammy isn't just any man. With his eyes set on the chance of a lifetime, Sammy Winds tilts his hat toward the mysteries of the trail, ready to gallop his way to the riches awaiting him in Denver and prepared to stomp on any obstacle in his way.

      Switch by Chip Heath and Dan Heath| Key Takeaways, Analysis & Review Switch: How to Change Things When Change is Hard (2010) is about how to bring about change in an organization. Its main focus is changing behavior by appealing to the rational and emotional sides of people’s psyches. To generate change, authors Chip and Dan Heath maintain, a leader must connect with both sides, the rational and the emotional. This is because sometimes, one side can work against the other and sabotage successful change. The rational side tends to analyze possibilities for change so much that it becomes unable to act—so change never occurs. The emotional side is ready, or even eager, to act on change, but it can act compulsively and without focus. This means that changes based solely on emotion are likely to fail. To bring about real change, a leader must stimulate the emotional side of a group’s psyche to get the process of change underway, then harness its rational side to give this change a concerted direction…  This companion to Switch includes: Overview of the book Important People Key Takeaways Analysis of Key Takeaways and much more!

     "A four book box set that will have you hooked until the end." "Fantastic dragon shifter with loads of magic involved." "Amazing paranormal romance with lots of paranormal action, varied paranormal characters, and lots humor in a great romantic story." A fantastic HEA series with NO CLIFFHANGERS. Twists and turns that will keep you wanting MORE! Mature Content

    Fall in love with the lakeside small town of Lawford, retired Marine Corps General Harold Hart, his artistic wife Fiona, matchmaking housekeeper Lucy, and his nine single granddaughters. Did we say single? Well not for long!This collection includes books 1-3 of the Hart Land series.Heather – Boston cardiac surgeon Heather Preston has invested everything to achieve her dream of working at a world renowned hospital. When an unsettling call from her grandfather the retired general brings her back to her childhood lakeside home, she rediscovers the appeal of life in a small town, the joys of free-spirited youth—and Jake Harper.Lily - Another matchmaking fiasco behind her, Lily Nelson has sworn off men. Which is just fine since her lifelong dream of owning her own bakery is almost within reach…maybe. Now more than ever, she needs all her wits about her to balance her noisy, no-boundaries friends and family, and look after a handsome firefighter. Not that Cole McIntyre isn’t easy on the eyes, he just might be too easy on her heart.Violet – Unable to work in her flooded Boston studio, yoga instructor Violet Preston retreats to her family’s peaceful lakeside home. While the looming sale of her affordable apartment building might be threatening her Zen, her real battle comes in the form of Grant Whitaker, a well-dressed, smooth-talking, Lamborghini-driving charmer with unexpected plans of his own.Look for more books in the Hart Land series:IrisHyacinthRoseand more!MORE PRAISE FOR HART LAND:"Small town, big family, and mismatches that will steal your heart! Delightful!" Roxanne St. Claire, New York Times bestselling author of the Dogfather Series.

    For the first time get them all in one place, in proper order, for a satisfying & steamy read from start to finish! Enjoy the stories of these shifters, rejected by society as they try to build a world where perhaps even misfits like them can find love. The world is against them from the start, and only the strongest and most ferocious of them will survive to be worthy of mates. In the end, there may just be good enough in all of them, though it will take the no-nonsense strength and perhaps even a little sass of their mates to bring it out of them. Included in this gigantic bundle are the following stories, in chronological order: Jade Crew: Alpha Bear Jade Crew: Haunted Bear Jade Crew: Forgotten Bear Jade Crew: Captive Bear Jade Crew: Outcast Bear Jade Crew: Hunted Bear Jade Crew: Fallen Bear Stone Bear: Sentinel Stone Bear: Phoenix Stone Bear: Guardian Blueblood Dragon Black Market Bear Sentinel: Bravo Bear Blackblood Bear Silver Bullet Bear Kingpin Bear

     Includes: Lady Lissa's Liaison: Too many suitors hungering her newly-acquired inheritance, Lady Lissa Lovington plants a devious rumor: she's had a liaison with the notorious Earl of Wylde. The rumor works like a charm, until the mercurial Lord Wylde returns to turn the tables. Miss Marcie's Mischief: After escaping Mistress Cheltenham's School for Young Ladies on the eve of Saint Valentine's Day, heiress Marcie Darlington is nearly run down by the London Mail Coach, commandeered by the Marquis of Sherringham. Both are trying to escape a scheming Cupid. Neither will succeed. A Dangerous Courtship: Traveling to the Yorkshire moors by horseback to investigate another of her naïve friends' suitors, Veronica is set upon by a pack of wild dogs—and rescued by a handsome stranger who also seems on the brink of madness. Reviews: "Ms. Randall displays a wonderful talent for writing humor." ~Rendezvous To Woo an Heiress, in series order Lady Lissa's Liaison Miss Marcie's Mischief A Dangerous Courtship Miss Meredith's Marriage Also by Lindsay Randall Rescued by a Cowboy Slow Dance with a Cowboy For Love of a Princess Meet Lindsay Randall By day, Lindsay is a development writer for a private university. By night, she pursues her passion—writing romance. She's written twelve novels and has received a Reviewers Choice Award from RT BookReviews.

    They will seduce. They will play dirty. And above all else, they will prove to five alpha men that girls know exactly how to have fun.JULESThe man is infuriating!I can only love once. That’s the family legend and in my case it happens to be true. When Jesse left me, breaking my heart and walking away without a backward glance, I thought I’d live the rest of my life alone, broken and always longing for something that wasn’t meant to be. That’s why it shocks the hell out of me when Jesse comes to me with a deal I can’t refuse. I have to pretend we’re an item for a short time and help him keep his dad occupied while his cousin searches for something I have nothing to do with.I can do that. I can do that all day long. I just hope Jesse knows that this marriage he’s waving under my nose isn’t going to be fake because I have plans…NATALIEHe’s looking for trouble and I’m going to give it to him.He’s a heartbreaker and I hate him. I’ve loved Jett Grey about as much as I’ve hated him. Problem is, I love him a little more sometimes and hate him a little less more and more. In fact, I think I may just want him back, which is ludicrous because the man has no sense, no heart and absolutely no idea how to back down from a challenge. I don’t want him to see me as a challenge though. I want love. Family. All that stuff he promised me three years ago when he made me believe he loved me. And I will get those things. I’m a lawyer. I know how to argue, cheat, and connive.He’s looking for trouble and he’s found me again. I hope he’s ready.MISSYWhat the hell just happened?I’m a lady. I’ve lived half my life being as perfect as I possibly could be and the other half trying to be as invisible and dowdy as I could be, all to avoid love. Love scares me senseless. The thought of falling in love and victim to a family curse that says we only love once…I can’t let that happen. I just can’t. I shouldn’t let Sam Grey push my buttons. I should ignore him and keep going as I have been. But I’ve gone and played with fire and gotten myself trapped and falling. In love. With a wild mountain man. What am I going to do and how will I get over it if it turns out that Sam doesn’t love me?SUNNYI was married. He divorced me. I hate him. I love him.I’ve felt every emotion a woman can feel when Jacob Harper left me high and dry, divorcing me without a reason, without a warning and without the chance to fix a wrong I didn’t know existed. I can’t love another. My family is cursed that way. We love once. We love hard. We love forever. When I’m pregnant, alone and just starting to get back on my feet and I’m determined to move on, he comes back. He wants me back. He wants me to love him but the reality is, I can’t let myself. Jacob broke my heart once before and I am not aiming to give him another chance. Trouble is, my heart and my head aren’t always in agreement.ROSIEI don’t remember a thing.I woke up from a coma and nothing makes sense to me. I don’t know my name, I don’t recognise my crazy family and I have no idea who I am, who I was or who I want to be. All I know is that I feel a connection with Jagger Grey and that for whatever reason, I need him. He doesn’t want me. He’s told me that straight to my face, and yet here I am, kidnapped by a wild mountain man who’s pretending to be civilized while he tries to get me to remember and uses me to break a case that will make his career. I hate being used. I may not know myself anymore but I know that and when I realise Jagger is seducing me with the intention of walking away, I run first.I guess he’s going to have to come catch me…

    And one of them is a serial killer. I thought this would be a simple profiling case. Just another Jack-the-Ripper wannabe, prowling London’s streets, searching for easy kills. I was wrong. This killer is fae, and he’s as elusive as smoke on the wind. But I’m an FBI profiler, and it’s my job to track him down. It doesn’t matter that one of the main suspects--a lethally alluring fae--is trying to seduce me… or kill me, I’m not sure which. I won’t be stopped, not even when panic roils through the streets of London, or when the police start to suspect me. As I close in on the killer, I follow him to a magical shadow realm that’s like nothing I ever expected, where I’m hunted like prey. Fine. Bring it on. I’m an FBI Agent. And it turns out I have magical powers of my own. This boxed set contains all four books in the Dark Fae F.B.I series. They're urban fantasy with lots of magic, romance, and intrigue--not to mention mysterious London history.

    But he has a secret... Bridget Delaney has had a year of failures. With a defunct business and a five-year relationship gone stale, the last thing she expected was for another man to catch her eye. Especially someone like Jason. He’s arrogant, insanely handsome, and he’s her new boss. Despite her greatest efforts, she can’t stop thinking about him. What’s worse, she doesn’t want to. When she’s with him, she feels alive in ways she never thought possible. But after she finds out about his troubled past, she realizes that looks can be deceiving and the heart can tell the greatest lie of all. When the chips are down, will she be able to look beyond the sins of his past or will it be her undoing? The Dilemma - Book 2 Lies, betrayal and an obsession gone too far. When it comes to love, anything goes. Jason’s back, and this time he's not taking no for an answer. With Blake in the picture, Bridget is more confused than ever. Both are prepared to give her everything her heart desires. But with her head and heart at odds, will she wind up making a decision she'll regret for the rest of her life? Please be advised: This series is intended for mature audiences. It contains violence, graphic scenes and explicit language. If you enjoy dark romances, you'll love The Philistine Heart saga.

    If you are born different than other Paranormal beings, you are very welcome here. There are only two rules here. Rule 1: Half-breeds do not use magik. Rule 2: Do as you are told and keep your head down. Rule 3: When they try to kill you…die. Too bad I have always been very bad at following the rules. They have beaten me and stripped me of my magik. But when they try to kill the only person I love; All bets are off. I will make them regret the day they tried to turn me into their prey.

    So began their adventure into IVF, via blood tests, sperm tests, injections and probes, becoming involuntary experts on embryology through failure, despair, persistence and success.After 4 years, 3 different clinics, 2 positive pregnancy tests and 1 miscarriage, they finally had a successful pregnancy.GET A LIFE is the perfect down-to-earth guide for anyone thinking of embarking on fertility treatment. It's two books in one, a book of advice for women and a survival guide for men, each chapter mirrored but with very different experience and advice. IVF is terrifying, awful and extraordinary in equal measures for both partners. GET A LIFE shares Richard and Rosie's ride on the fertility roller coaster, bringing you the funny, emotional and physical sides of IVF. It is an invaluable guide from both perspectives on how to get through the process in one piece.

    Ever since the bankruptcy, there has been heated debate about why the Federal Reserve did not rescue Lehman in the same way it rescued other financial institutions, such as Bear Stearns and AIG. The Fed's leaders from that time, especially former Chairman Ben Bernanke, have strongly asserted that they lacked the legal authority to save Lehman because it did not have adequate collateral for the loan it needed to survive. Based on a meticulous four-year study of the Lehman case, The Fed and Lehman Brothers debunks the official narrative of the crisis. It shows that in reality, the Fed could have rescued Lehman but officials chose not to because of political pressures and because they underestimated the damage that the bankruptcy would do to the economy. The compelling story of the Lehman collapse will interest anyone who cares about what caused the financial crisis, whether the leaders of the Federal Reserve have given accurate accounts of their actions, and how the Fed can prevent future financial disasters.