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.

    One day… I wanted to explore the US in an RV. One day… I wanted to backpack in a foreign country. None of these things were happening because it seemed impossible to fit big adventures into a nine-to-five life. Until one day it hit me. One day was not just going to happen. I had to start taking the steps to make it happen and figure out how to fit it in. I got on the internet and searched for something to inspire me. I found the Becoming Ultra project. And thus began my journey to running a 50 mile race.

    Everyone knows about Navy SEALs and Green Berets but nobody knows about the deep recce, sabotage, and direct action missions conducted by the Rhodesian SAS. The Rhodesian Light Infantry was a killing machine, participating in combat jumps every night during the heat of the Bush War. The Selous Scouts were perhaps the most innovative and daring unconventional warfare unit in history which would pair white soldiers with turncoat black “former” terrorists who would then infiltrate enemy camps.US military veteran and historian Dan Tharp covers each of these three units in depth.(18,000 words)

    Complemented with more than 40 full-colour personal illustrations of the Captain, Life in the Skies will be a valuable and useful guide for air travellers and budding-pilots alike!Captain Lim Khoy Hing is an ex-airline pilot who is passionate about flying, having worked all his life high above the clouds since leaving college. Prior to his retirement from flag-carrier Malaysia Airlines, he was fortunate enough to fly the latest fly-by-wire planes such as the Boeing 777 and Airbus A320, A330 and A340. He has logged a total of 25,500 flying hours, or about 20 trips to the moon and back. Capt. Lim started his flying career in the Royal Malaysian Air Force, having been trained by the Royal Air Force in the United Kingdom in 1967. He served for about 12 years in the service before joining Malaysia Airlines and finished his career with the carrier AirAsia before retiring in 2011.

    “I smoked in my twenties. I preferred red wine to sparkling water. I ate too much milk chocolate. I liked limericks. I know all the wrong I’ve done. But also, more than any of that, I’ve always longed for children.” Yet there she was: successful, social, mostly happy, and not a mother. Knowing that her chances of becoming pregnant naturally were quickly fading, Finn decided to gamble: she—like some 85,000 other women in the U.S. each year—would attempt in vitro fertilization. Almost three years later, she’s still trying, and in the process has become an accidental pioneer (and, at times, a guinea pig) in the ever-evolving science of IVF.“The Baby Chase” is a primer for anyone contemplating or undergoing IVF. More than that, it’s a story of longing, hope—and hormones—that will appeal to all parents, present and future.Finn’s engaging and honest account sheds light on a subject that few people who undergo IFV are willing to talk about: what happens when the science doesn’t work. “Usually, it’s only the people who come out on the other side, beaming, with a baby on one hip, who speak up about IVF,” she writes. “We never hear from those IVF has failed - it’s too crushing to talk about. We don’t hear from men and women in the middle of treatment, either.... People like me.”

    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.