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 won two stages at the Tour de France and an Olympic medal. But after years of feeling off, he was diagnosed with early-onset Parkinson’s. The body that had been his ally was now something else: a prison. The Happiness of Pursuit is the story of how Davis sought to overcome his Parkinson’s by reaching back to what had made him so successful on the bike and adjusting his perspective on what counted as a win. The news of his diagnosis began a dark period for this vibrant athlete, but there was also light. His son Taylor’s own bike-racing career was taking off. Determined to beat the Body Snatcher, Davis underwent a procedure called deep brain stimulation. Although not cured, his symptoms abated enough for him to see Taylor compete in the Beijing Olympics. Davis Phinney had won another stage. But the joy, he discovered, was in the pursuit. With humor and grace, Phinney weaves the narrative of his battle with Parkinson’s with tales from his cycling career and from his son’s emerging career. The Happiness of Pursuit is a remarkable story of fathers and sons and bikes, of victories large and small.

    It’s about the hurdles of breaking the barriers of centuries, of family circles being broken with no goodbyes, of heartbreak and estrangement, and of the transitions and adjustments to a new way of living. But it is also, and more so, a story of leaving the old and embracing the new, of walking in the blessing of freedom from bondage, and of leaving behind the fear of tomorrow. It is the story of a family living, loving, and laughing their way along the journey of life. About the Author Rebecca Borntrager Graber was born into an Amish family of ten children. She lost her mother at the tender age of ten and later taught school in the Amish parochial schools. She married Lester Graber, who was ordained as an Amish minister the second year they were married. Rebecca and Lester were shunned by the Amish church thirteen years later, after taking a bold stand against some extra-biblical Amish rules. Rebecca always enjoyed writing and was a frequently published author in Family Life, Young Companion, and Blackboard Bulletin, which were monthly magazines published by the Amish. She has conducted many women’s Bible study groups in her home, taught Bible classes at a local jail, and carried on correspondence with prisoners from a variety of jails and prisons. At present Rebecca, her husband, Lester, and their youngest daughter, Dorcas, live in Fort Worth, Texas, where they are members of Eagle Mountain International Church.

    Catherine Sager captured her family's trip across the American West in her journal. Her story describes the terrible journey which the early Oregon settlers made in order to settle and colonise a new territory with many hardships and heartaches along the way.This account today is regarded as one of the most authentic accounts of the American westward migration. This edition has extra contextual information such as paintings, maps and facts to enhance the gripping narrative of Catherine Sager. The Sager Family Catehrine's father, Henry Sager was described as a restless one in her journal. Before 1844 he had moved his growing family three times. In April 1844 Henry and his family took part in the great westward migration and started their journey along the Oregon Trail. During their journey both he and his wife lost their lives and left their seven children orphaned. They were later adopted by Marcus Whitman and Narcissa Whitman, missionaries in what is now Washington, the children were orphaned a second time, when both their new parents were killed during the Whitman massacre in November 1847. Catherine Sager's account About 1860 Catherine, the oldest of the Sager girls, wrote a first-hand account of their journey across the plains and their life with the Whitmans. Catherine's writing is clear, vivid and honest. She details pioneer life, the happy time she had with the Whitman's and the brutal massacre of the Whitman's by Indians. A survivor, she was also taken captive by the Indians. Her story shows how difficult life was for the early pioneers and gives a true insight into the early American West. What was the Oregon trail? The Oregon Trail is a 2,200-mile (3,500 km) historic east–west large-wheeled wagon route and emigrant trail that connected the Missouri River to valleys in Oregon. The eastern part of the Oregon Trail spanned part of the future state of Kansas and nearly all of what are now the states of Nebraska and Wyoming. The western half of the trail spanned most of the future states of Idaho and Oregon.From the early to mid-1830s the Oregon Trail and its many offshoots were used by about 400,000 settlers, ranchers, farmers, miners, and businessmen and their families. Chapters Across the PlainsHome Life at the Whitman'sThe Waiilatpu MassacreIn Captivity

    The infectious excitement in his voice, his boyish love of the game, and his uncanny ability to anticipate the play have earned him the affection of generations of fans, induction into the Hall of Fame, and the unofficial title of best hockey broadcaster ever.Now, for the first time, readers will see Cole at the centre of the story rather than watching it from the broadcast booth. We meet the young man growing up in Newfoundland in the years before it joins Canada. We see him talk his way into Foster Hewitt's office and into his first job. And of course we see some of the most cherished players in the game backstage: on the plane back from Russia in 1972, rubbing elbows with Bobby Orr; in the hallway on the old Montreal Forum, running into Jean Beliveau; meeting young players like Steve Stamkos, who grew up listening to him on Hockey Night in Canada.Written with the expert help of massively bestselling author and respected broadcaster Stephen Brunt, these stories come to life with the charm and detail of a conversation with Cole. They sound like Cole.No one has been closer to the game over the years than Cole, and no one is more closely associated with all we love about the game than the man whose eyes we've seen it though. Now we will see so much more through those same eyes and in that unforgettable voice.

    Lumped into the burgeoning alt-country movement, the band soon landed a major label deal and recorded an instant classic: Strangers Almanac. That's when tour manager Thomas O'Keefe met the young musician.For the next three years, Thomas was at Ryan's side: on the tour bus, in the hotels, backstage at the venues. Whiskeytown built a reputation for being, as the Detroit Free Press put it, "half band, half soap opera," and Thomas discovered that young Ryan was equal parts songwriting prodigy and drunken buffoon. Ninety percent of the time, Thomas could talk Ryan into doing the right thing. Five percent of the time, he could cover up whatever idiotic thing Ryan had done. But the final five percent? Whiskeytown was screwed.Twenty-plus years later, accounts of Ryan's legendary antics are still passed around in music circles. But only three people on the planet witnessed every Whiskeytown show from the release of Strangers Almanac to the band's eventual breakup: Ryan, fiddle player Caitlin Cary, and Thomas O'Keefe.

    When you are the mother of boys, it seems like this question is on a continuous tape loop in your head. Humor columnist Sharon O’Donnell knows this feeling. In House of Testosterone, she chronicles her adventures raising three sons and reining in her über-male, forgetful husband, Kevin. She shares her stories of welcoming her third son into the world, resisting the gravitational pull of the “guy zone,” and running a household immersed in a world of sports, bathroom humor, and laundry. O’Donnell’s spirit shines through as she struggles to find some “me time” or survive another comical family vacation.These entertaining episodes of child- (and husband-) rearing lovingly illustrate why Sharon calls herself “Lady of the House of Testosterone.”

    Some are adventurers seeking danger from the back of their horses. Others are travelers discovering the beauties of the countryside they slowly ride through. A few are searching for inner truths while cantering across desolate parts of the planet. Then there is Messanie Wilkins. She was acting on orders from the Lord! In 1954, at the age of 63, Wilkins had plenty to worry about. A destitute spinster in ill health, Wilkins had been told she had less than two years left to live, provided she spent them quietly. With no family ties, no money, and no future in her native Maine, Wilkins decided to take a daring step. Using the money she had made from selling homemade pickles, Wilkins bought a tired summer camp horse and made preparations to ride from the Atlantic coast to the Pacific Ocean. Yet before leaving she flipped a coin, asking God to direct her to go or not. When the coin came up heads several times in a row, one of America's most unlikely equestrian heroines set off. What followed was one of the twentieth century's most remarkable equestrian journeys. Accompanied by her faithful horse, Tarzan, Wilkins suffered through a host of obstacles including blistering deserts and freezing snow storms, yet never lost faith that she would complete her 7,000 mile odyssey. "Last of the Saddle Tramps" is thus the warm and humorous story of a humble American heroine bound for adventure and the Pacific Ocean. The classic tale is amply illustrated with photographs.

    Nick Bush was one of them. Forty-five thousand people in the US die annually from the disease, two lives lost to it were Nick’s sister and brother, three were his friends. Opioid addiction is recognized as the nation’s worst health crisis. Because of it, the average American lifespan is decreasing.Incredibly, the stories of the people suffering from opioid addiction rarely get told. In One by One, Nick steps out of the opioid shadows to share his page-turning true story. He is remarkably candid about how he became an addict, as well as the stories of those around him, in a community ravaged by the disease. Nick, though, is a survivor. Here he tells how, and inspires us to know that the war against opioid addiction is one that we can win if only we are willing to bring humanity to the disease, faces to the addiction.

    . .' Alison Hammond loves to laugh. And the nation laughs with her. Her sunny personality and zest for life have brought joy to millions and made her one of the UK's best-loved television presenters. Known for her hilarious and unforgettable interviews with Hollywood A-listers, Alison is also responsible for countless classic moments of broadcasting gold - from getting stuck on a caravan door to delivering Christmas cash dressed as an elf. But who is Alison Hammond really, and how did she become the personality we know and love? Shaped by the influence of her incredible mum, Alison went from small roles on television shows as a youngster to that life-changing appearance on Big Brother, before landing her dream job on This Morning. And through it all, she found the joy in every day, the positives in any situation. You've Got to Laugh gives a never-before-seen insight into Alison's life: her loves, her losses - with a side order of gossip. As well as being a hugely entertaining and uplifting read, Alison's story will inspire you to grab life with both hands and make the most of every single moment. 'Interviewer extraordinaire, reigning queen of the huns, and an out-and-out national treasure' Bustle

    After her own mother died Sinclair Browning began receiving white feathers that she instinctively knew were from her mother, a once aspiring actress who did diaphragm exercises by blowing a white feather into the air while repeating, "I love you." When Browning shared her story on an all women's horseback ride, she as amazed that some of her fellow riders had stories of their own.Feathers Brush My Heart is the result of Browning's years collecting stories from throughout the country, from women with varying occupations, religions and ethnic backgrounds. While each story is unique, the common denominator is that they all share an afterlife gift that their mothers' spirits were alive and well.

    Are you gutsy enough to try it? Rouse your inner gypsy/rebel with this intimate introduction to van dwelling. It’s stocked with DIY tips and tricks for turning a vehicle into a home (on any budget) and emotional resources to gracefully sidestep the psychological pitfalls of such an unconventional lifestyle. With concrete advice and personal reflection from an experienced solo van dweller, this guide thoroughly covers the basics of everyday life in a van with a refreshing twist of self-empowerment and a whole lotta sass.Topics covered inside: -- vehicle selection-- DIY ideas for customizing your mobile abode-- ventilation-- parking tips-- showering and toilet needs-- safety for solos-- earning an income-- mental health as a van dweller...and much more!

    That quixotic quest for understanding has drawn much of the world’s population eastward ever since Buddha first assumed the lotus position, and writer Mara Altman needed to know why. So she flew around the world in search of an answer not only to that mystery, but also to the deeper questions that plague all who yearn to define the meaning of life. What Altman found in her wild, comic 18-day reporting trek across India – a journey that took her on a laborious, 37-hour cross-country train trip, onto a mystical flat rock by the ocean in Pondicherry, and eventually into the emergency room of a cut-rate Bangalore hospital – will make you laugh, learn and ponder. By the end of her epic odyssey, it will also take you unexpectedly and thrillingly close to the pulsing heart of human existence. After graduating from Columbia University’s Graduate School of Journalism, Mara Altman worked as a staff writer for The Village Voice. In 2009, HarperCollins published Altman's first book, Thanks For Coming: A Young Woman's Quest for an Orgasm, which was optioned as a comedy series by HBO. She has published seven bestselling Kindle Singles, including the #1 bestseller Bearded Lady, and has also written for New York Magazine and The New York Times. Cover design by Adil Dara

    

    The secret, though, that surrounded my parents’ unhappy life together, was divulged to me by accident . . .’ Hidden under some papers in his father’s bureau, the sixteen-year-old Derek Malcolm finds a book by the famous criminologist Edgar Lustgarten called The Judges and the Damned. Browsing through the Contents pages Derek reads, ‘Mr Justice McCardie tries Lieutenant Malcolm – page 33.’ But there is no page 33. The whole chapter has been ripped out of the book. Slowly but surely, the shocking truth emerges: that Derek’s father, shot his wife’s lover and was acquitted at a famous trial at the Old Bailey. The trial was unique in British legal history as the first case of a crime passionel, where a guilty man is set free, on the grounds of self-defence. Husband and wife lived together unhappily ever after, raising Derek in their wake. Then, in a dramatic twist, following his father’s death, Derek receives an open postcard from his Aunt Phyllis, informing him that his real father is the Italian Ambassador to London . . . By turns laconic and affectionate, Derek Malcolm has written a richly evocative memoir of a family sinking into hopeless disrepair. Derek Malcolm was chief film critic of the Guardian for thirty years and still writes for the paper. Educated at Eton and Merton College, Oxford, he became first a steeplechase rider and then an actor after leaving university. He worked as a journalist in the sixties, first in Cheltenham and then with the Guardian where he was a features sub-editor and writer, racing correspondent and finally film critic. He directed the London Film Festival for a spell in the 80s and is now President of both the International Film Critics Association and the British Federation of Film Societies. He lives with his wife Sarah Gristwood in London and Kent and has published two books – one on Robert Mitchum and another on his favourite 100 films. He is a frequent broadcaster on radio and television and a veteran of film festival juries all over the world.