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.

    This text is user-focused and has been highly updated including topics, pictures and examples. The Williams text contains less theory and more application to engage students who might be more familiar with technology. Continually published and updated for over 15 years, Using Information Technology was the first text to foresee and define the impact of digital convergence--the fusion of computers and communications. It was also the first text to acknowledge the new priorities imposed by the Internet and World Wide Web and bring discussion of them from late in the course to the beginning. Today, it is directed toward the "Always On" generation that is at ease with digital technology--comfortable with iPhones, MySpace, Facebook, Twitter, Wikipedia, and the blogosphere--but not always savvy about its processes, possibilities, and liabilities. This 8th edition continues to address the two most significant challenges that instructors face in teaching this course: -Trying to make the course interesting and challenging, and -Trying to teach to students with a variety of computer backgrounds. In addition, this text correlates with Simnet Online for full integration of resources within the Computing Concepts course.

    The second volume in The Traditional Bowyer's Bible series covers ancient European bows, Eastern Woodland bows, recurves, strings, steel points, quivers, and much more.

    In clear, lively, warm prose, this edition continues the title's integration of gender, culture, and ethnicity. By the end, readers will learn how to interpret research and to address and resolve controversies. MyPsychLab is an integral part of the Wade/Tavris/Garry program. Engaging activities and assessments provide a teaching and learning system that helps students think like a psychologist. With MyPsychLab, students can watch videos on psychological research and applications, participate in virtual classic experiments, and develop critical thinking skills through writing. "Invitation to Psychology, "5/e is available in a new DSM-5 Updated edition. To learn more, click here. This title is available in a variety of formats - digital and print. Pearson offers its titles on the devices students love through Pearson's MyLab products, CourseSmart, Amazon, and more.

    Designed primarily for undergraduates, this self-help manual offers straightforward solutions to common problems and an overview of the diversity of writing tasks faced by professional biologists.

    He has perfected the perfect way for anyone to have a garden without weeding, bending over, or using chemicals. If you follow his step by step methods and suggestions you will be assured to grow a beautiful and productive garden this year, even if you have never gardened before. The best part is that if the soil in your backyard is less than productive it doesn't matter at all. If you have sunlight and water, you will have a great garden this year. From the Arctic Circle in Northern Alaska to the heat of the desert in Saudi Arabia, people are using this method, and having great success. The booklet is full color with 78 pages, and has a perfect bind booklet binding.

    

    Jon C. Thompson presents the latest data in thoroughly updated diagnostic and treatment algorithms for all conditions while preserving the popular at-a-glance table format from the previous edition. You'll get even more art from the Netter Collection as well as new radiologic images that visually demonstrate the key clinical correlations and applications of anatomical imaging. For a fast, memorable review of orthopaedic anatomy, this is a must-have.Maintains the popular at-a-glance table format that makes finding essential information quick and convenient.Contains useful clinical information on disorders, trauma, history, physical exam, radiology, surgical approaches, and minor procedures in every chapter.Lists key information on bones, joints, muscles, and nerves in tables correlate to each Netter image.Highlights key material in different colors-pearls in green and warnings in red-for easy reference. Features both plain film and advanced radiographic (CT and MRI) images, along with cross-sectional anatomic plates for an even more thorough visual representation of the material.Includes additional common surgical approaches to give you a broader understanding of techniques.Incorporates reorganized Complicated Arthology tables for large joints, such as the shoulder, knee, and hip, for increased clarity and to incorporate new artwork and additional clinical correlations.Reflects new data and current diagnostic and treatment techniques through updates to the Disorders and Fractures sections and the Physical Exam and Anatomic tables in each chapter.Presents the very latest developments in the field through thoroughly updated diagnostic and treatment algorithms for all clinical conditions.

     Former practicing psychiatrist Mark Rubinstein opens the door and takes the reader deep into the world of mental illness. From the chaos of a psychiatric emergency room to the bowels of a maximum security prison, the stories range from bizarre to poignant and the people from noble to callously uncaring. Bedlam's Door depicts the challenges mental illness poses for patients, their families, health-care professionals, and society. More importantly, it demystifies the subject while offering real hope.

    But where should you start? Americans are slowly becoming ill from impaired glucose metabolism that manifests itself as a debilitating illness or chronic condition. You may try to manage one problem after another– diuretics to treat blood pressure, statins to lower cholesterol, metformin and insulin to treat diabetes--without fully realizing that the root of these issues is insulin resistance which revs up inflammation, damages the immune system, and disrupts the whole hormonal/chemical system in the body.It's time to feel better and get healthy by following a simple step-by-step plan to a healthy lifestyle. Rob Thompson, MD and Dana Carpender create the ultimate dream team in your journey to wellness.The Insulin Resistance Solution offers a step-by-step plan and 75 recipes for reversing even the most stubborn insulin resistance.The Program:- Reduce Your Body's Demand for Insulin: This is the stumbling block of many other plans/doctor recommendations. Even "healthy" and "moderate" carb intake can continue to fuel insulin resistance.- Fat is Not the Enemy: Stop Worrying about Fat, Cholesterol, and Salt- Exercise--the RIGHT way:- Use Carb Blockers: Eat and Supplement to Slow Glucose Digestion and Lower Insulin Levels- Safe, Effective Medication

    In her trademark bossy, witty, and authoritative way, Miss Manners gives advice that will make the big day more pleasant for one and all, including the bride. 15 line drawings.

    Packed with powerful, fast-acting techniques – including a novel routine to get any class quiet in 15 seconds or less – this book helps teachers across all age groups connect and succeed with hard-to-reach, reluctant learners.  You’ll d iscover: The simple six-step plan to minimise & deal with classroom behaviour problems How to gain trust & respect from tough, hard-to-reach students How to put an end to power struggles & confrontation How to have students follow your instructions… with no need to repeat yourself The crucial importance of consistency (and how to achieve it) Quick and easy ways to raise engagement and enjoyment in your lessons The ‘Clean Slate’ – a step by step method you can use to ‘start over’ with that particularly difficult group of students who won’t do anything you say. Take Control of the Noisy Class provides hundreds of practical ideas and interventions to end your classroom management struggles & create a thoroughly enjoyable lesson climate for all concerned.

    Essentially, you make an initial guess, and then get more data to improve it. Bayes Theorem, or Bayes Rule, has a ton of real world applications, from estimating your risk of a heart attack to making recommendations on Netflix But It Isn't That Complicated This book is a short introduction to Bayes Theorem. It is only 15 pages long, and is intended to show you how Bayes Theorem works as quickly as possible. The examples are intentionally kept simple to focus solely on Bayes Theorem without requiring that the reader know complicated probability distributions. If you want to learn the basics of Bayes Theorem as quickly as possible, with some easy to duplicate examples, this is a good book for you.

    It emphasizes the ways in which the study of sedimentary rocks is used to interpret depositional environments, changes in ancient sea level, and other intriguing aspects of Earth’s history.

    This title shows what criteria admissions committees use to evaluate applicants, their qualifications, and how to showcase their talents in personal essays, letters of recommendations, and preselection interviews.