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.

    Patients are looking for information coming from a wide range of sources. Products and experiences are being discussed on the internet and shared across social media platforms. UCB is one of the first biopharma companies to acknowledge IT as core to its business strategy and to let the patient take the lead in the online conversation. This book is about the trend spotting and creative thinking needed to prepare ourselves for the world of possibilities awaiting us in the big ocean of the New Normal. Talking about the digital society could soon make you sound old and out of date - such is the pace of change. Advancement in technology is creating a 'new normal' where relationships with consumers are increasingly in a digital form. Businesses need to reinvent themselves to create new interactive business models. Technology is no longer an enabler. It has become a game-changer. Don't even think for a moment that we have arrived in the Digital World. We're probably, at best, halfway. This isn't a discussion about the glass being half-full or half-empty. The past 25 years were about technology getting into the hands of consumers. The next 25 years will see consumers, young and old, making technology part of everyday life. Digital has become the New Normal. An entrepreneur, advisor, lecturer and writer, Peter Hinssen (1969) is one of Europe's most sought-after thought leaders on the impact of technology on society and business. He is frequently called upon to lead seminars and consult on issues related to the adoption of technology by consumers, the impact of the networked digital society, and the Fusion between business and IT.

    We can all learn from these strategies. In this detailed analysis of IoT and Amazon's and other leading companies approach to it, John Rossman guides readers with practical insights and recommendations into the strategies and mindset transforming business and society. "John has laid out a blueprint not only for an enterprise wanting to understand how sensors embedded in their business can innovate old ways of working while also providing an excellent path for individuals wanting to start their own IoT business. The book is not only a reference tool but also paints a story around innovation and customer centricity to challenge the reader to think differently in solving problems." Eric Martinez -- Founder of Modjoul, former EVP AIG and Safeco Insurance The Amazon Way on IoT explains how the combination of sensors, cloud computing and machine learning can be used to improve customer experiences, drive operational improvements and build new business models. Rossman offers: - Guidance through the maze of emerging technologies, customer experiences, and business models, to arrive at a recipe just right for your organization - Key methods to success from Amazon’s master playbook such as creating seamless customer experiences, process improvement and new business models and utilizing tools such as sensors, machine learning and cloud computing - Approaches to help you tackle the technology, business and internal challenges in innovating with the internet of things. Renowned Harvard business professor Michael Porter describes the IoT as the backbone for a third-wave of technology-led innovation and digital disruption. The Amazon Way on IoT is for business people who want to learn cases, key concepts, technologies and tools to help develop, explain and execute their own IoT approach. As a leader at Amazon who held a front-row seat during its formative years, Rossman understands the iconic company better than most. From the launch of Amazon’s third-party seller program to its foray into enterprise services, he witnessed it all – the amazing successes, the little-known failures, and the experiments with outcomes still to be determined. Rossman once again examines the heart of Amazon.com’s secret to success, along with other leading companies. He incorporates an extensive focus on sophisticated IoT technologies and strategies related to Amazon’s rise: tens of millions of items in stock, the company’s technological prowess, and the many customer service innovations such as “one-click.” “This is an excellent book. And a very important book. It evokes both business thought and technical thought, which is rare.” -- Larry Hughes, former head of Amazon cyber security

    It combines the productivity and expressivity of Ruby with the concurrency and fault-tolerance of Erlang. Elixir makes full use of Erlang's powerful OTP library, which many developers consider the source of Erlang's greatness, so you can have mature, professional-quality functionality right out of the gate. Elixir's support for functional programming makes it a great choice for highly distributed event-driven applications like IoT systems.The Little Elixir & OTP Guidebook gets you started programming applications with Elixir and OTP. You begin with a quick overview of the Elixir language syntax, along with just enough functional programming to use it effectively. Then, you'll dive straight into OTP and learn how it helps you build scalable, fault-tolerant and distributed applications through several fun examples. Come rediscover the joy of programming with Elixir and remember how it feels like to be a beginner again.

    Updated just in time for 2016, this guide is the freshest on the market. Amazon Echo is not just a piece of hardware, it is not just the cylindrical product it appears to be. It is a revolutionary facilitator of your dream lifestyle, and the great news is that it just keeps on improving with every update! Amazon Echo takes the Intelligent Personal Assistant market from binary to human. The times of receiving unconvincing, often unhelpful and completely robotic responses from our devices is over and Echo is here to lead the way. Aside from covering the basics in detail, from unpacking to set-up to synchronization with your home devices, this user guide will cover the full range of features on offer with your Amazon Echo. Changing your wake word Understanding and using your Dialog History Controlling parts of your home with your voice How to use the Amazon Echo app How to get Echo to give you information, from live sports scores to the weather in Dubai! How to stream music through Echo's impressive speakers How to shop with your voice Why you will never need an alarm clock again How to handle the Kitchen with Echo's help Travel and traffic information specific to your journey or commute How to manage your shopping and to-do list How to enjoy Audibles wide range of audio books with your Amazon Echo Getting the latest news Some funny little Easter eggs that are built into the device! And plenty more! Amazon Echo is changing people's lives all over the world and this guide will help you change your own. If you are deciding whether to purchase the device, have a read through my guide and I'm certain by the time you are finished, there will be only one option in your mind! This book is available through Kindle Unlimited.

    Everything Is Miscellaneous: The Power of the New Digital Disorder

    They witnessed history: Jobs' 22-minute prepared speech subsequently reached 26 million online viewers worldwide. It is by far the most popular commencement address in history, framed with "three stories" that succinctly summed up the most important lessons Jobs learned in life. Life-changing lessons, he explained, can only be connected when looking back, which he had done in preparation for his talk.Steve Jobs' Life by Design starts with Jobs' own words in the text of his talk and expands outward from there. In the address, Jobs gave us the dots, but he didn't have the luxury of time to connect them. So much about his life, his viewpoint, and his personal and business philosophies were mentioned but not explained. We know what he said, but what actually did he mean? What can we learn from him?This book connects those dots. We see Jobs' life and career through his own eyes, in context, and in proper perspective. His process of looking back illuminated his life—and by doing so, he serves as an inspiration to illuminate our lives as well.

    As for the latter, are you a programmer and curious about being your own boss? Where do you turn for information? Until now, online and traditional literature havent caught up with the reality of the post-dot com bust.Micro-ISV: From Vision to Reality explains what works and why in today's emerging micro-ISV sector. Currently, thousands of programmers build and deliver great solutions ISV-style, earning success and revenues much larger than you might guess. Written by and for micro-ISVs, with help from some of the leaders of the field, this book takes you beyond just daydreaming to running your own business. It thoroughly explores how it is indeed possible to launch and maintain a small and successful ISV business, and is an ideal read if you're interested in getting started.

    That's what happens to many bloggers. They work hard and create great content, but there's no way their blog will succeed. Why? Because they failed to research their blog topic ahead of time. In "How to Find a Profitable Blog Topic Idea" you'll learn a proven formula for locating a winning idea that merges YOUR personal passion with something that will actually make money. Start Your Blogging Journey... Finding a great niche is one of the first steps you'll take as a blogger. That's why it's important to get it right. Everything you do online depends on locating a topic that actually has profit potential. Fortunately, it's not hard to research a blog niche. Really, it's a simple process that anyone can do - even if you don't have computer experience. Follow the Six-Step Plan for Starting a Blog "How to Find a Profitable Blog Topic Idea" provides a step-by-step strategy that can be applied TODAY. Here's what's covered: Learn the 3 B's of Demonstrating Authority Complete the Four-Step Plan for Identifying Your Passion Use Four Tools to Find a "Hook" for Your Blog Follow the Seven-Step Plan to Determine the Profit Potential of ANY Market Ask Five Simple Questions to Finalize Your Blog Decision Learn How to Make LOTS of Mistakes and Still Succeed as a Blogger It's not hard to find a great blog idea. Just follow this blueprint and you can do it today. Would You Like To Know More? Download now and locate that perfect blog idea.

    Organized around a strategic marketing framework"Services Marketing" guides readers into the consumer and competitive environments in services marketing. The marketing framework has been restructured for this edition to reflect what is happening in services marketing today.

    The title says it is the hard way to learn to writecode but it’s actually not. It’s the “hard” way only in that it’s the way people used to teach things. In this book youwill do something incredibly simple that all programmers actually do to learn a language: 1. Go through each exercise. 2. Type in each sample exactly. 3. Make it run.That’s it. This will be very difficult at first, but stick with it. If you go through this book, and do each exercise for1-2 hours a night, then you’ll have a good foundation for moving on to another book. You might not really learn“programming” from this book, but you will learn the foundation skills you need to start learning the language.This book’s job is to teach you the three most basic essential skills that a beginning programmer needs to know:Reading And Writing, Attention To Detail, Spotting Differences.

    "The Powell Principles " outlines the decision-making habits, success strategies, and leadership philosophies of Secretary of State Colin Powell, and provides fascinating examples of how Powell has used them to overcome numerous obstacles in his climb to the top. Filled with insights that are refreshingly honest, this concise, powerful book reveals how you can dramatically improve your leadership skills and achieve unmatched levels of professional success, while inspiring others to extraordinary performance.

    Instead, you get endless rules and regulations, not to mention processes, projects, and technologies that deliver too little, too late, for too much. It's frustrating!How to build a relationship that puts you firmly in control and produces the business results you need? In The 8 Things We Hate About IT, Susan Cramm provides the answers.Start by understanding differences between operational and IT managers - in backgrounds, personality, pressures, and incentives. Cramm explains how differences prevent operational managers and IT from communicating what, why, and how they do what they do.Citing case studies and stories, the author then presents practical strategies for overcoming the difficulty. These include seeing things from your IT partners' perspective, developing a single version of 'truth,' and assuming accountability for IT just as you've done for management of your firm's financial and human resources.Brutally honest, provocative, and filled with sound advice, this book reveals that the key to solving the IT problem is decidedly un-IT: it's a deeper understanding of human behavior, including how to apply your leadership skills to the world of IT.

    The authors guide you step by step, using construction of a CD database application to give you hands-on experience as you progress from the basic to the complex. You'll start with fundamental concepts like writing Unix programs in C. You'll learn basic system calls, file I/O, interprocess communication, and shell programming. You'll become skilled with the toolkits and libraries for working with user interfaces.The book starts from the basics, explaining how to compile and run your first program. New to this edition are chapters on MySQL(R) access and administration; programming GNOME and KDE; and Linux standards for portable applications. Coverage of kernel programming, device drivers, CVS, grep, and GUI development environments has expanded. This book gives you practical knowledge for real wor ld application.What does this book cover?In this book, you will learn how toDevelop programs to access files and the Linux environment Use the GNU compiler, debugger and other development tools Program data storage aapplications for MySQL and DBM database systems Write programs that take advantage of signals, processes and threads Build graphical user interfaces using both the GTK (for GNOME) and Qt (for KDE) libraries Write device drivers that can be loaded into the Linux kernel Access the network using TCP/IP sockets Write scripts that use grep, regular expressions and other Linux facilities Who is this book for?This book is for programmers with some C or C++ experience, who want to take advantage of the Linux development environment. You should have enough Linux familiarity to have installed and configured users on Linux.

    This book not only examines content creation and the concepts behind development, but it also give readers a background on the evolution of game development and how it has become what it is today. GAME DEVELOPMENT ESSENTIALS also includes chapters on project management, development team roles and responsibilities, development cycle, marketing, maintenance, and the future of game development. With the same engaging writing style and examples that made the first two editions so popular, this new edition features all the latest games and game technology. Coverage of new game-related technology, development techniques, and the latest research in the field make this an invaluable resource for anyone entering the exciting, competitive, ever-changing world of game development.