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.

    Your engineers are fretting about the functionality. Your designers are in mutiny about specifications. Your business manager is screaming about the budget, and your sales team just wants to talk pricing. What do you do? The biggest challenge and most important responsibility of a Product Manager are to stay focused on the user. You are the advocate for the customer. You put their interest first, and ensure that the end result actually achieves what you set out to accomplish in the first place. Even the best Product Managers cannot do this through instinct alone. You’re not psychic. You need to gather data. You need to systematically understand your users. And you need to learn how to effectively communicate this understanding to your team, so they are inspired to share your vision and stay on track. Presenting practical advice and thought leadership from PMs at companies 


like Airbnb, Reddit, and Square, ‘Ship it: Successful Product Managers Reveal All’ shows you how to succeed as a Product Manager by putting the user first, and getting your team on your side. The chapters you’re about to read provide specific advice on conducting user research and applying metrics that actually matter, as well as more general wisdom about the Product Manager career path, communication skills, and life lessons from PMs at the top of their game. No matter where you are on your PM journey, you’re bound to find nuggets of wisdom here that allow you to upgrade your thinking and achieve more for your users and your career.

    They dictate whether something stands out, how we engage with it, whether we buy it, and how we feel. In Judge This, renowned designer Chip Kidd takes us through his day as he takes in first impressions of all kinds. We follow this visual journey as Kidd encounters and engages with everyday design, breaking down the good, the bad, the absurd, and the brilliant as only someone with a critical, trained eye can. From the design of your morning paper to the subway ticket machine to the books you browse to the smartphone you use to the packaging for the chocolate bar you buy as an afternoon treat, Kidd reveals the hidden secrets behind each of the design choices, with a healthy dose of humor, expertise, and of course, judgment as he goes. Judge This is a design love story, exposing the often invisible beauty and betrayal in simple design choices—ones most of us never even think to notice. And with each object, Kidd proves that first impressions, whether we realize it or not, have a huge impact on the way we perceive the world.

    The 16 project-based lessons show readers step-by-step the key techniques for working with InDesign CS6. Readers learn what they need to know to create engaging page layouts using InDesign CS6. This completely revised CS6 edition covers the new tools for adding PDF form fields, linking content, and creating alternative layouts for digital publishing. The companion CD includes all the lesson files that readers need to work along with the book. This thorough, self-paced guide to Adobe InDesign CS6 is ideal for beginning users who want to master the key features of this program. Readers who already have some experience with InDesign can improve their skills and learn InDesign's newest features. "The Classroom in a Book series is by far the best training material on the market. Everything you need to master the software is included: clear explanations of each lesson, step-by-step instructions, and the project files for the students." -Barbara Binder, Adobe Certified Instructor, Rocky Mountain Training Classroom in a Book(R), the best-selling series of hands-on software training workbooks, helps you learn the features of Adobe software quickly and easily. Classroom in a Book offers what no other book or training program does-an official training series from Adobe Systems Incorporated, developed with the support of Adobe product experts. All of Peachpit's eBooks contain the same content as the print edition. You will find a link in the last few pages of your eBook that directs you to the media files.Helpful tips:If you are able to search the book, search for "Where are the lesson files?"Go to the very last page of the book and scroll backwards.You will need a web-enabled device or computer in order to access the media files that accompany this ebook. Entering the URL supplied into a computer with web access will allow you to get to the files.Depending on your device, it is possible that your display settings will cut off part of the URL. To make sure this is not the case, try reducing your font size and turning your device to a landscape view. This should cause the full URL to appear.

    Available for the first time, Sarah Susanka's best-selling books in one handsome slipcase set.-- Great gift package-- Offers all of Sarah Susanka's trendsetting architectural ideas in one set

    Eighteen recently built and unusual houses, from ultramodern to Japanese rustic, are presented in depth. Particular emphasis is given to what the author calls the "big idea" for each house-the thing that does the most to make the home feel more spacious than it actually is. Big ideas include ingenious sources of natural light, well thought-out loft spaces, snug but functional kitchens, unobtrusive partitions, and unobstructed circulation paths.An introduction puts the houses in the context of lifestyle trends and highlights their shared characteristics. The Houses section details each project the intentions of the designers and occupants are explained. The result is a very human sensibility that runs through the book, a glimpse of the dreams and aspirations that these unique homes represent and that belies their apparent modesty. The second half of the book is devoted to illustrating the special features in the homes, from storage and kitchen designs to revolutionary skylights and partitions.Building small can be a sign of higher ambitions, and those who read this book will undoubtedly grow to appreciate that building a small home can be an amazingly positive and creative act, one which can enhance one's life in surprising ways. In The Very Small Home, Brown has given home owners, designers, and architects a fascinating new collection of ideas.

    This was the push-button age when the flick of a finger promised the end of domestic drudgery and was also described as the Jet Age when cars sprout ed tail-fins.

    Take in the spectacle of Machu Picchu at sunrise, treat your taste buds to Lima's famous ceviche, or try to solve the mystery of the Nazca Lines; all with your trusted travel companion. Discover the best of Peru and begin your journey now!Inside Lonely Planet Discover Peru: Full-color maps and images throughoutHighlights and itineraries show you the simplest way to tailor your trip to your own personal needs and interestsInsider tips save you time and money and help you get around like a local, avoiding crowds and trouble spotsEssential info at your fingertips - including hours of operation, phone numbers, websites, transit tips, and pricesHonest reviews for all budgets - including eating, sleeping, sight-seeing, going out, shopping, and hidden gems that most guidebooks missCultural insights give you a richer and more rewarding travel experience - including customs, history, art, literature, music, landscapes, outdoor activities, wildlife, food, drink, and moreOver 50 color local mapsUseful features - including Walking Tours, Month-by-Month (annual festival calendar), and Travel with KidsCoverage of Iquitos, the Amazon, Huaraz, Trujillo, the North, Cuzco, Machu Picchu, Lima, Lake Titicaca, Nazca, Arequipa, the South, and moreThe Perfect Choice: Lonely Planet Discover Peru, our easy-to-use guide, is perfect for travelers who seek the most popular attractions a destination has to offer. Filled with inspiring and colorful photos, this guide focuses on the best of the best.Looking for a comprehensive guide that recommends a wide range of experiences, both popular and offbeat, and extensively covers all the country has to offer? Check out Lonely Planet's Peru guide. Authors: Written and researched by Lonely Planet, Carolina A Miranda, Carolyn McCarthy, Kevin Raub, Brendan Sainsbury, and Luke Waterson.About Lonely Planet: Started in 1973, Lonely Planet has become the world's leading travel guide publisher with guidebooks to every destination on the planet, as well as an award-winning website, a suite of mobile and digital travel products, and a dedicated traveler community. Lonely Planet's mission is to enable curious travelers to experience the world and to truly get to the heart of the places they find themselves in.TripAdvisor Travelers' Choice Awards 2012 and 2013 winner in Favorite Travel Guide category'Lonely Planet guides are, quite simply, like no other.' - New York Times'Lonely Planet. It's on everyone's bookshelves; it's in every traveller's hands. It's on mobile phones. It's on the Internet. It's everywhere, and it's telling entire generations of people how to travel the world.' - Fairfax Media (Australia)

    100+ line drawings.

    It will enable making a design for almost any kind of building, or any part of the built environment. ‘Patterns,’ the units of this language, are answers to design problems: how high should a window sill be?; how many stories should a building have?; how much space in a neighborhood should be devoted to grass and trees?More than 250 of the patterns in this language are outlined, each consisting of a problem statement, a discussion of the problem with an illustration, and a solution. As the authors say in their introduction, many of the patterns are archetypal, so deeply rooted in the nature of things that it seems likely that they will be a part of human nature and human action as much in five hundred years as they are today.A Pattern Language is related to Alexander’s other works in the Center for Environmental Structure series: The Timeless Way of Building (introductory volume) and The Oregon Experiment.

    Perfect to keep in scrub pockets, lab coats or white coats.

    His distinctive brand of architecture, usually moulded around local building traditions (especially those of Kerela, his adopted home state in south India), is instantly identifiable and has, unsurprisingly, revolutionized traditional concepts of architecture in India. Baker's architecture is responsive, uses local materials and lays stress on low-cost design.This biograpy of Laurie Baker, like his work, is direct, simple and comprehensive; further embellished with sketches, plans, photographs and some of Baker's own writings, the book offers the professional architect view of the life, methods and thoughts of an unorthodox genius.

    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.

    The book carefully presents the fundamentals of materials processing along with their relevant applications, so that the reader can clearly assess the capabilities, limitations, and potentials of manufacturing processes and their competitive aspects. Using real-world examples and well-wrought graphics, this book covers a multitude of topics, including the mechanical behavior of materials; the structure and manufacturing properties of metals; surfaces, dimensional characteristics, inspection, and quality assurance; metal-casting processes including heat treatment; bulk deformation processes; sheet-metal forming processes; material removal processes; polymers, reinforced plastics, rapid prototyping and rapid tooling; metal powders, ceramics, glasses, composites, and superconductors; joining and fastening processes; microelectronic and micromechanical devices; automation; computer-integrated systems; and product design. For manufacturing engineers, metallurgists, industrial designers, material handlers, product designers, and quality assurance managers.

    But most don't realize that Toyota's new product development system is every bit as important to Toyota's ongoing success. This book is suitable for those whose livelihood depends on new products.