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.

    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 master teacher of positive change through powerful communication, Susan Scott wants her readers to succeed. To do that, she explains, one must transform everyday conversations employing effective ways to get the message across. In this guide, which includes exercises and tools to take you step by step through the Seven Principles of Fierce Conversations, Scott teaches readers how to: * Overcome barriers to meaningful communication * Expand and enrich conversations with colleagues, friends, and family * Increase clarity and improve understanding * Handle strong emotions-on both sides of the table

    In addition to 12 comprehensive lessons, this innovative book includes games, exercises, Tricks of the Trade and common pitfalls and mistakes well as enough sample test questions for nearly a full CAPM exam. This book contains over 400 pages of material, including new exercises and sample questions never before in print. With critical time-saving tips, plus games and activities available nowhere else, this book will help you pass the CAPM exam on your FIRST try.

    Fully updated and revised to deal with recent changes to the GMAT, they were designed with a content-based approach.The Critical Reasoning Guide demystifies critical reasoning by teaching a clear, consistent, and effective approach to understanding an argument’s logic and choosing the best answer to the given question. Unlike other guides that attempt to convey everything in a single tome, the Critical Reasoning Strategy Guide is designed to provide deep, focused coverage of one specialized area tested on the GMAT. As a result, students benefit from thorough and comprehensive subject material, clear explanations of fundamental principles, and step-by-step instructions of important techniques. In-action practice problems and detailed answer explanations challenge the student, while topical sets of Official Guide problems provide the opportunity for further growth. Used by itself or with other Manhattan GMAT Strategy Guides, the Critical Reasoning Guide will help students develop all the knowledge, skills, and strategic thinking necessary for success on the GMAT. Purchase of this book includes one year of access to Manhattan GMAT’s online computer-adaptive practice exams and Critical Reasoning Question Bank. All of Manhattan Prep’s GMAT Strategy Guides are aligned with both the 2015 Edition and 13th Edition GMAC Official Guide.

    Whether you’ve dabbled in Search Engine Optimisation (SEO) and been disappointed with the results, are a complete SEO newbie looking for a large slice of the ranking pie or you’re a seasoned professional looking to stay up to date with the best SEO practices, this book is for you. How would it feel to… Understand how Google chooses which websites to rank? Know exactly what keywords to target to attract people who are ready to buy what you sell? Have your most profitable keywords hit the top spot? Confidently be able to tweak your website and its structure (no technical know-how needed!) for fast gains? Be able to write killer content that Google and your visitors love? Build relationships with key publication players in your industry and have them begging for your content? Have crafted a complete SEO strategy to laser-target your focus and get big results? What kind of results can you achieve? One of our clients came to us in 2015 asking for help. His business was making $2k per month in sales, and he was contemplating closing shop. Today, that business turns over $3.4million per month, thanks to the strategies in this book.You’ll read about this business and others in the book. Every strategy is data-backed and battle-tested by the Exposure Ninja team, who grow real businesses like yours. What's inside? Section 1: The Foundations You’ll learn: The four free ways to appear on the first page of Google How to identify keywords that will drive hordes of hungry traffic to your website The key to seeing ranking gains in just weeks Why snooping on your competitors is crucial, and how to steal the good bits. Section 2: Your Website Transform your website’s ranking by: Structuring it to make it easy for Google AND visitors to use Using content to 10x your traffic Transforming your blog into a sales generator Avoiding the SEO pitfalls that can do more harm to your website than good Section 3: Promoting Your Website You’ll find out: The exact process that took one business from 35 to 3,450 leads a month How to get links from national newspaper websites The easy way to pitch content sounding desperate How to get links from social media Section 4: Designing Your SEO Strategy SEO can be overwhelming. Replace panic with serene calm as you: Put everything into a comprehensive strategy Pick the key tasks to get results if you’re low on time Learn which metrics to track and which to ignore Implement three key practices that will ensure long-term improvement, whatever Google throws at you "But how do I know all this is possible?" Tim Cameron-Kitchen started out as a professional drummer. After building and ranking a website for his next-door neighbour, he got bitten by the SEO bug. Hundreds of clients later and with a team of 100 at his agency Exposure Ninja, Tim's story shows that anyone, even if you don't have a background in SEO, can learn what it takes to rank their website on Google.

    Don't worry, you're not alone. Heck, you might have already read a book or two on this exact topic - there are a few out there. So why would we write another one? Because rarely will you find a book that shows you the exact steps to accomplish a specific goal. And one that's enjoyable to read to boot! No fluff, no information you don't need just to fill up space. In Make Money as a Freelance Writer, Gina Horkey and Sally Miller give you the exact steps you need to start a freelance writing business from scratch. Nothing more, nothing less. Best of all, you'll discover how to land your first paying client - even if you're starting from zero. And by following the seven steps listed in this book, you can be earning $1,000 as a freelance writer in as little as 30 days. Not bad considering the price of the book, right? Completing the action steps listed in Make Money as a Freelance Writer will help you to: * Choose your top niche(s). * Acquire your first few samples. * Create your freelance writing portfolio. * Start sourcing writing work. * Send your first several pitches. * Land your first client. * And earn your first $1,000! Reading this book (and doing the work) will save you time, money and your sanity. Don't keep trying to figure this whole freelance writing thing out on your own. Or read everything on the internet covering the subject without taking action, because you're so confused and overwhelmed by the vast amount of information that exists. These seven steps haven't just worked for us. These steps have worked for thousands of other freelance writers in our community. So read the book, join the ranks and start earning as a freelance writer today. Are you ready to turn your writing hobby into some cold, hard cash? These steps can work if you're a stay-at-home mom looking to add a little extra income to your household budget. Or if you're a college student in need of a part-time job to pay the rent. Or maybe you dream of escaping your nine-to-five. You want financial freedom and a more meaningful life. These steps help you accomplish that too! Whatever your reasons, Make Money as a Freelance Writer shows you how to start a freelance writing business from nothing and earn your first $1,000 as quickly as possible. So what are you waiting for? Click the BUY NOW button at the top of this page and start taking specific actions to make your dream of getting paid to write a reality!

    And, who better to show you how to get in than “Millionaire Maker” Dan Kennedy? Kennedy covers: • Adapting to The New Economy Consumer • How to STOP PROSPECTING Once And For All—and why you must • Put the awesome power of TAKEAWAY SELLING to work—in any environment • If you’re in a commodity business, get out!—how to Re-Position, escape commoditization, and safeguard price and profits in the heightened competition of The New Economy • The One Thing to do, to leverage The New Economy’s “Chaos of Choices” to your benefit • How Dumb Salespeople Work 10X Harder Than Necessary, by under-utilizing this one tool • The 6-Step No BS Sales Process: finally, a reliable system you can stick with! • 6 Ways Sales Professionals Sabotage Themselves • BS that Sales Managers shovel onto salespeople—beware! • How to switch from One-to-One to One-to-Many with Technical Tools • 8 Steps to getting past any “No” • How to CREATE TRUST (FAST) in the trust-damaged, post-recession world

    Potential customers are under extreme pressure to do more with less money, less time, and fewer resources, and they're wary of anyone who tries to get them to buy or change anything. Under such extreme conditions, yesterday's sales strategies no longer work. No matter how great your offering, you face the daunting task of making yourself appear credible, relevant, and valuable. Now, internationally recognized sales strategist Jill Konrath shows how to overcome these obstacles to get more appointments, speed up decisions, and win sales with these short-fused, frazzled customers. Drawing on her years of selling experience, as well as the stories of other successful sellers, she offers four SNAP Rules: -Keep it "Simple" When you make things easy and clear for your customers, they'll change from the status quo. -Be "iNvaluable" You have to stand out by being the person your customers can't live without. -Always "Align" To be relevant, make sure you're in synch with your customers' objectives, issues, and needs. -Raise "Priorities" To maintain momentum, keep the most important decisions at the forefront of their mind. "SNAP Selling" is an easy-to-read, easy-to-use guide for any seller in today's increasingly frenzied environment.

    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.

    This work contains components of the model, which include staffing models and strategy, staffing support systems (legal compliance, planning, job analysis and rewards), core staffing systems (recruitment, selection, employment), and staffing system and retention management.

    Covey presents an integrated, principle-centered approach for becoming a highly effective network marketing professional. Including real-world examples of current, successful networkers, Covey reveals a step-by-step pathway for not only living with fairness, integrity, service, and human dignity, but applying principle-centered habits that will help you become truly effective in your networking business.Included in this training is a 48-page workbook outlining timeless networking principles that, along with the audio training, acts as the perfect complement to help you achieve your ultimate networking goals of effectiveness.

    Live this new way, and the floodgates of abundance will open and pour over you more riches than you may have dreamed existed.Money? Yes, lots of it. But what's more important, you'll have peace. You'll be in that wonderful minority who lead calm, cheerful, successful lives. Start today. You have nothing to lose, but you have a life to win.

    

    It seems so basic. Why is it so hard to actually get right? According to innovation expert Phil McKinney, the real problem is that we're teaching people to ask the wrong questions about their businesses--or none at all. There has to be a better way. In Beyond the Obvious, McKinney will help you use his proven FIRE (Focus, Ideation, Rank, Execution) Method to dig deeper and get back to asking the right questions--the ones all companies must ask to survive. Full of real-world examples, this book will change the way you operate, innovate, and create, and it all begins with battle-tested questions Phil has gathered on note cards throughout his career. Shared for the first time here, these "Killer Questions" include:What are the rules and assumptions my industry operates under? What if the opposite were true?What will be the buying criteria used by my customer in 5 years?What are my unshakable beliefs about what my customers want?Who uses my product in ways I never anticipated? These questions will reframe the way you see your products, your customers, and the way the two interact. Whether you're a company of thousands or a lean startup, Beyond the Obvious will give you the skills and easy-to-follow plan you need to make both the revolutionary changes and nuanced tweaks required for success. Praise for Beyond the Obvious "Human beings are creatures of habit, so getting ourselves and our teams to think beyond the obvious is a challenge we face all the time. Phil McKinney is an innovation expert, and his killer questions and hit-the-spot anecdotes provide a great way to get out in front of opportunities we otherwise won't see." -- Geoffrey Moore, author of Crossing the Chasm and Escape Velocity "I've always believed that asking the right questions is the essence of design. Phil McKinney proves that point with this wonderful set of killer questions that will jumpstart-or greatly enhance- your innovation efforts." -- B. Joseph Pine II, co-author, The Experience Economy & Infinite Possibility. "Product Innovation is a prerequisite to building great brands. Phil's questions are a prerequisite to building innovative products." -- Satjiv S. Chahil, former global marketing chief, Apple"